Feature Requests are suggestions from our customers to help our system be more functional for them.
Determine if the Feature Request has already been submitted.
Navigate to the Beta/V3 FR Tracker Filter using the filter icon at the top left of the queue, then click on Beta/V3 FR Tracker. Search the tickets for a similar request.
No, the Feature Request has not been previously submitted.
- In order to submit a feature request, you will need to have a survey completed by the customer. To do this, reply to the customer using the canned response Feature Request Questionnaire.
- Make sure to set the ticket to Pending while waiting for their completed questionnaire.
- Once the customer responds with the completed questionnaire, you can then move on to submitting the request.
Submit Feature Request.
Create a Tracker
1. Click on the Linked Tickets drop down on the right side of your screen.
2. Click on Create Tracker.
3. Write a brief name describing the Feature Request in the Subject Line.
4. Give more details and/or screenshots in the Description.
5. Set Status to Tracking.
6. Set Group to Beta or V3 Support.
7. Leave Agent unassigned.
8. Set Type to Feature Request.
9. Set Product to v3 CoreBridge.
10. Click Create.
After creating a tracker, you will need to create a Jira task for development.
1. From the tracker, click Create Issue on the Atlassian Jira Plus dropdown on the right hand side of your screen.
2. Set Projects to Endor (v3).
3. Set Issue Type to Bug. Regardless of whether or not you are submitting a Feature Request or a Bug, this will always be set to Bug. The requests will all go into the same queue for Development and they can further filter the requests.
4. Summary is a short description of the request, it can be something similar to the subject line of the ticket from the customer.
5. Set Reporter to supportdesk@corebridge.net.
6. Set Assignee to Unassigned.
7. Description should contain the following:
a. Short Description - A simple description of the feature request.
b. System Requesting - this is the URL of the system requesting the new feature
c. Freshdesk ticket - the URL of the ticket found in Freshdesk
d. Problem this FR solves - Give a detailed description of the problem this customer is facing and how the feature request would solve this issue. You can include the information from the customer's Feature Request Questionnaire here.
e. Video - If applicable, link a video description here. Screenshots can be added under the Notes section of the ticket.
8. Click Create Issue.
Note: You may be asked by Development to provide more information after submitting the Feature Request.
After the Feature Request has been confirmed you will receive a Jira task from Development.
1. Send the Canned Response "Bug/FR Submitted" to the customer.
2. You may reassure the customer their request is being worked on, but do not give out a timeline as to when it will be completed.
3. Set the ticket Status to Resolved in FreshDesk.
4. Set the ticket Type to Feature Request in FreshDesk.
Atlassian Jira Plus will add notes to the ticket when the Jira Status changes. Respond to the customer at the following Status updates: To Do and Complete Released to PROD.
1. Once a note is added to the Tracker with the update that the Status is now To Do, send the canned response JIRA Status To Do.
2. Once a note is added to the Tracker with the update that the Status is now Complete Released to PROD, send the canned response JIRA Status Complete.
3. Set ticket to Closed, you do not need to wait for the customer to reply.
Yes, the Feature Request has been previously submitted:
1. Respond to the customer with the canned response "Bug/FR Submitted".
2. You may reassure the customer their request is being worked on, but do not give out a timeline as to when it will be completed.
Link the ticket to the existing tracker.
1. Click on the Linked Tickets drop down on the right side of your screen.
2. Click Link to a tracker.
3. Click on the drop down to search by Contact, Subject, or ID number.
4. Type your tracker information in the search bar.
5. Once you locate the correct tracker, hover your mouse over the top right corner of the bar and click the Link icon that appears.
