Request Tracker
You can visit the Request Tracker page within the Admin Portal which allows you to easily review the state of the minor bugs or feature requests you raised to us through the AccelByte Support Portal (ASP).
This feature is on early access for Private Cloud customers for now.
Prerequisites
- Access to the AGS Admin Portal
- Access to the Publisher Namespace
How to Access
- Log in to the Admin Portal using your admin account.
- On your Publisher Namespace, click the Request Tracker menu at the top section of the sidebar.
Request Tracker Key Features
The Request Tracker has a range of functions, such as:
- Keyword search, sort, and filter through the Request List.
- Bookmark tickets you want to easily access.
- Share specific tickets to other admins who have access to your Publisher Namespace.
Bookmark Ticket
If your organization has tickets in the Request Tracker list, you can click the icon to the left of the ticket title to "bookmark" the ticket.
Bookmarking a ticket allows you to easily toggle the table to list out all your bookmarked tickets and filter out all the unnecessary noise that's irrelevant to you. To toggle the table list, click on the bookmark icon on the table header.
Share Ticket
You can share a ticket by clicking on the share link icon or by copying the ticket's URL. This URL can be shared with other admins who have access to your Publisher Namespace.
Alternatively, enter the expanded view of the ticket by clicking on the ticket title. Then, a pop-up modal containing further details about the ticket should appear, which during this state your browser's address bar will contain the ticket's URL you can use to share with other admins who have access to your Publisher Namespace.
FAQ
What is a “long-lived” ASP Ticket?
- Issues raised by our customers on the Support Portal can be classified as critical or non-critical. For non-critical issues, these can be classified as a Minor Bug or a Feature Request. These are non-critical issues don’t need to be resolved immediately, and are often placed in the backlog of a team to handle in the future.
- The details of these tickets are “problem-focused”, and are mainly populated by the customer themselves.
What is a Request Tracker (RQT) Ticket?
- These are tickets derived from a long-lived ASP ticket. They can be categorized as either a Minor Bug or a Feature Request, and are non-critical issues that don’t need to be resolved immediately.
- The details of these tickets are “solution-focused”, and are mainly populated by the Technical Project Managers (TPM) responsible in handling the issues.
Do all tickets that go through ASP become RQT tickets?
- No. There are ASP tickets that are urgent or critical, these are addressed immediately.
- Moving forward, when it’s identified that an ASP ticket isn’t critical, they will be translated to an RQT ticket.
- Translated: change from problem-focused to solution-focused.
Where can I find the RQT board?
For this MVP, all Private Cloud customers, by default can find the page titled “Request Tracker” on their Publisher Namespace. This is universal across all your environments, meaning it’s just the same board containing all the same tickets.
How do I monitor updates on the RQT ticket?
- For now, the content of the RQT ticket will be updated by the TPM over time as the ticket progresses through the development phases.
- In the future, we’re looking at enabling notifications so that customers can be informed when a certain RQT ticket moves to the next development phase, or gets released to production.
How do I provide a follow-up comment if the ASP ticket has been closed / transferred to RQT?
- Customers can still comment on the original ASP ticket to ask for a follow up for now. In the near future, we’re looking into enabling a comments feature on the RQT board.
- For easy reference, the original ASP ticket URL will beprovided in the RQT ticket details in Admin Portal.
How should I report if I find an issue/want to provide feedback on the Request Tracker feature?
You can reach out to us through our usual support channels when you discover an issue or want to provide feedback:
- via Jira Support Portal (ASP)
- via Slack Channels (reach out to your AMs)
- via Discord Community
What information is shown in the RQT ticket?
- Initial Issue Context: A clear understanding of the problem or request you originally raised.
- Action Items: Steps being taken to address the issue.
- Target Release (if applicable): When you can expect a resolution or new feature.
- Original ASP Ticket Link: A reference to the original ticket for historical context.
- Latest Updates/Progress: Real-time information on the status of your request.
What roles in the Admin Portal have access to the RQT Board?
All AP Roles that have access to the Publisher Namespace can view the Request Tracker Page in the Admin Portal.