Reporting Fires - Service Desk

Overview

This guide will help you know where and how to be report fires to the engineering teams. For us to be able to understand the fire and explain the necessary work that needs to be done we need certain information in the service desks tickets.

What is a fire?

A bug impacting core functionality (offers, loyalty, ordering, sign-in) for a significant (>5%) number of users or otherwise bringing significant risk to the market (security breach, GDPR, etc).

RBI makes use of Opsgenie and has an internal escalation procedure for fires that involve having dedicated people on shift 24/7, i.e. for any given date, on a rotational basis, there are always Product and Development people who will be called to work on the designated fire - this is valid for any time of the day or week, even if the dedicated people are not working or sleeping. Thus this priority level must be used with prudence.

Where to report a fire?

Please report them in the service desk found in this link https://rbictg.atlassian.net/servicedesk/customer/portal/53 so we can track all the issues in a consistent matter.

How to report fires?

Please follow the next steps to add all information to bug ticket

Raise this request on behalf of*: select your project manager from RBI. In this case ffernades@rbi.com.

Brand: Which brand and country are you reporting from?

Summary: Please add relevant information for us to know what the fire is about. This is usually one sentence that describes the issue.

Description: This one is the most important of all as it will help us understand what the fire is. In the description we will need

• Current behaviour: Explain in detail what the fire is.

• Expected behaviour: Explain what is the expected behaviour.

• Link to the item/issue in Sanity or website (if applicable)

Attachment: Any pictures and videos that could be helpful for us to understand what the issue is.

Open

Open