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User requests and incidents handling process

The user requests and bug reporting process is depicted in the picture below.
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Failures and user's requests handling (1).jpg
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In particular, it consists of the following steps:
The user should navigate to #spain-agents-product Slack channel and create a ticket using one of the two workflows: “Report a bug” or “Make a suggestion”
When reporting a bug:
The user will fill out the “Report a bug” form (see the fields specification below)
The incident will be created in the Agent IT Helpdesk project
For each incident the bug will be automatically created in the corresponding Jira project (Time Travel Jira Project, Growth Busters Jira Project, Real Estate Development Project)
The user can track the progress in the Agent IT Helpdesk project or receiving the email updates
When making a change request:
The user will fill out the “Make a suggestion” form (see the fields specification below)
The Change request will be created in the”Agent IT Helpdesk” project
The user can track the progress in the Agent IT Helpdesk project or receiving the email updates

Bug report form

1
Field name
Options
Placeholder
2
Priority
Highest - impossible to run the business without solving this issue. High - should be resolved ASAP Medium - should be resolved in a timely manner Low - no rush to get it resolved
3
Area of impact
Ops-Portal Login/Signup/Onboarding My-Properties My-Buyers Property-Search Viewings
4
Description
Be as detailed as possible, every piece of info helps. Describe the bug and avoid ambiguous language by using precise terms to describe the problem. When: when did the issue occur (date and time) User ID: share the ID from which the issue occurred. Device type:iPhone/Android, Mobile/Desktop?
5
Reproduction Steps
Document step-by-step instructions to reproduce the bug consistently. Include specific actions, inputs, or conditions required to trigger the bug. Specify any preconditions or dependencies necessary for reproducing the issue accurately.
6
Expected and Actual Results
Clearly state the expected behavior or outcome of the feature. Describe the actual behavior observed, highlighting the discrepancy. If applicable, mention any error messages, warnings, or logs associated with the bug.
There are no rows in this table
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Make a suggestion form

1
Field name
Options
Placeholder
2
Area of Impact
Ops-Portal Login/Signup/Onboarding My-Properties My-Buyers Property-Search Viewings Other
3
Description
“Please provide detailed information about your suggestion. The more specific you can be, the better we’ll understand it.” “Describe the workings of your suggestion in a clear and concise manner.”
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Why do you believe we need it?
“Explain why this suggestion is crucial for our users’ experience.” “What issue does this suggestion aim to resolve?” “What objectives does this suggestion aim to fulfill?” “Identify the business metric this suggestion could influence.
There are no rows in this table
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