Bugs & Feature Requests
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This article describes the different statuses that the platform support team will assign to all bugs and new feature requests ('tickets') managed via the Support Portal.
Whilst the Help Centre within the Platform can be used to raise support tickets, any user of the Platform can also register with the Support Portal to raise and manage support requests more effectively; users can also share their tickets within other Support Portal users from the same organisation.
Statuses for Bugs & New Feature Requests
When a new bug or feature request is raised with Support, an initial triage of the request is performed internally. Support may ask you to elaborate on the bug or feature request further before escalating to our Development Team.
As a new request transitions from initial creation through to conclusion, Support will use statuses to reflect the progress of the request. Bugs and New Features will inevitably require effort from our Development Team to triage and determine the coding effort and time required to fulfil the request. Using statuses allows Support and our Development Team to effectively track and prioritise each request received from our Platform users.
Below is a description of each ticket status that you may encounter once a request has been received by Support:
Bug Requests
Ticket Status | Description |
|---|---|
Open | Initial state from ticket creation |
Support Triage | The bug request is undergoing further information gathering and the Support Team are actively working to gather necessary information from whom raised the request initially. |
Bug Confirmed | The bug has been confirmed by the Support Team. The bug will be passed to the Product & Development for further triage and analysis to determine root cause. |
Work In Progress | The bug is under review by the Development Team to determine root cause. However a fix may not be ready for next release and could be delayed until a subsequent release. |
Development Aware | The bug overlaps with one or more reported bugs that the Product & Development Team are already aware of. |
Under QA | A bug fix is currently being QA tested in pre-production with intent to be available in the next release, pending successful QA testing |
Pending/Future Sprint | A fix for the bug is planned for a future sprint but no active development is currently taking place. |
Done | Development effort and QA Testing have been successfully completed and released in to production. A fix for the bug is available in production |
Feature Requests
Ticket Status | Description |
|---|---|
Open | The feature request is open and is pending triage and review from the Support Team |
Support Triage | The feature request is undergoing further qualification and Support are actively working to gather relevant information from whom raised the request initially. |
Under PM Review | The feature has been acknowledged and is currently under product review for consideration to the roadmap. No set timeframe is available. |
Feature Accepted | The Product Team have reviewed and accepted the feature request. Timeframe for inclusion into Roadmap is yet to be confirmed. |
Feature Rejected | The Product Team have reviewed and rejected the feature request. The Product Team considered the purpose and use-case of the feature misaligns with current product strategy and/or is not beneficial to the wider platform user base. |
Pending / Future Sprint | The Feature request has been planned for a future sprint. |
Work In Progress | The feature request is under development within an active sprint. However the new feature may not be ready for next release and could be delayed. |
Development Aware | The feature request is a duplicate that has already been raised and escalated to the Development Team by other sources. |
Under QA | The feature is currently being QA tested in pre-production with intent to be available in the next release, pending successful QA testing |
Done | Development effort and QA Testing have been successfully completed and released in to production. The feature request is available in production |