Reporting Bugs - Service Desk
- Fernandes, Francisco
- Ciobanu, Radu
- Benet, Anton
Overview
This guide will help you know where and how to be report bugs to the engineering teams. For us to be able to understand the bug and explain the necessary work that needs to be done we need certain information in the service desks tickets.
Where to report bugs?
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.
Note that the International Tech Service Desk project has recently changed – please make sure you’re using the updated link
Please do not post about new or connected issues in Resolved tickets. For visibility and tracking, raise a new Bug ticket for each new issue. Messages posted in Resolved tickets may get overlooked due to insufficient notifications.
One ticket, one bug – don’t report multiple issues in one ticket. Rather, create separate tickets for each bug
How to report bugs?
Please follow the next steps to add all information to bug ticket
Brand: Which brand and country are you reporting from?
Env: Which environment this happens in? Ideally, we catch bugs in development and staging environments but in some cases, there are some bugs in production. If it happens in multiple environments use the scale as the highest environment it is affecting in. The environment levels are: Prod, QA, Staging and Dev. So if there is a bug in QA, Staging and Dev just mark it as a QA bug
Number of Impacted Users or Restaurants: Please add the number of impacted users and/or restaurants to determine the priority of the bug.
Summary: Please add relevant information for us to know what the bug is about. This is usually one sentence that describes the issue.
Attachment: Any pictures and videos that could be helpful for us to understand what the issue is. Please don’t include any Personally Identifiable Information (PII) as an attachment. If you need to share any PII, contact your Customer Success Manager.
Description: This one is the most important of all as it will help us understand what the issue is. In the description we will need:
Steps to reproduce: What steps do the users need to follow to find this bug. If there are multiple display the different routes the user should follow.
Current behavior: Explain in detail what the issue is and why is it failing.
Expected behavior: Explain what is the expected behavior, what should happen if this bug wasn't there. This is a key piece of information which will help our Tech Support team troubleshoot the issue
Link to the item/issue in Sanity or website
Priority: We need to set priority for bugs for us to understand how much functionality is affecting and the impact of it. The scale and corresponding Service Level Objectives are as follows:
Issues Types and SLOs
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Affected function: | Priority | |||
Fire | High | Medium | Low | |
| Insurmountable Error affecting >10% of Users | Insurmountable Error affecting >1% of Users | Surmountable Error affecting >10% of Users | Surmountable Error(s) affecting >1% of users |
CRM (Analytics) | CRM system down or impact in compliance | Degraded analytical accuracy affecting *key funnels | Degraded analytical accuracy affecting multiple events | Degraded analytical accuracy limited to specific events or properties |
CRM (Engagement) | Issues with marketing campaigns may be opened as a fire by default. RBI may downgrade to lower priority based on guest impact (as described above under 1st row). However, tech support will consider the duration of the campaign and endeavor to resolve the issues before the campaign ends. | |||
Issue Priority | Time to First Response | Resolution Time |
|---|---|---|
Fire | 15min | 24h |
High Priority | 1h | 1 week |
Medium Priority | 24h | 3 weeks |
Low Priority | 24h | 6 weeks |
Tech Support: 3 strike rule
When troubleshooting your bug ticket, please note that we always test to replicate your reported behavior. When we can no longer reproduce /validate your issue, we heavily rely on your help, to progress the investigation. As soon as we need your feedback we move the ticket to a pending state and wait for further confirmation.
If no help is provided to our Technical experts, our team is stuck and cannot assess your bug as being present. To this extent, please note that if we have initiated 3 attempts to clarify your bug ticket (in 3 distinct days) and if we lack progress, we will close the case directly on the 4th attempt. You can always open a new ticket and reference your closed ticket so that our team resumes investigation.
You can always refer to our escalation process if you feel our work can or needs improving.
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How to escalate a bug ?
If you feel your reported IREQ ticket (for Bugs and Fires) does not get the proper attention and/or is not heading towards a satisfactory resolution, please raise an escalation via intl.techsupport.escalations@rbi.com.
This action will create extra awareness to Intl Tech Support Management team.
Escalating to  intl.techsupport.escalations@rbi.com is possible when you have an open/closed IREQ and you want to either pass feedback for improvement or raise awareness for a speedy resolution.
Prior to sending an escalation (for IREQ tickets ) please always ensure you’ve updated the ticket beforehand, and that progress continues to be either slow or no visible resolution in sight (in danger of breaching the above mentioned SLO’s). Also, when sending your escalation please mention the IREQ ticket number and reason for escalation.