Please review the steps below before submitting a bug/ticket on this microsoft plan. 
Step 1 – Navigate to the Bug Plan 
PLANNER LINK: Bugs NEW
2. Select the Team Please be sure to choose only one department to assign the bug/suggestion to – if you aren’t sure, make your best guess and we can reassign it if needed!
 
3. Assign to the appropriate person:
Product: Vicky
Marketing: Rick
Editorial: Glenn/Haley
IT: Oleksandr/Vicky
Customer Service/Billing: Jessica R
Fulfillment: Tony
HR/Finance: Jeremy
General: Rick
3. Enter your name in the Submitted By column
 
4. Select the priority of the ticket using the drop down
LEVEL
DESCRIPTION
EXAMPLE
TIME TO RESOLUTION
Low
Nice to Have or non-customer/business affecting
Minor typo
120 hours (5 business days)
Medium
Issues that don’t affect customers or work activity but are more important than a low priority
Layout issue, broken images
96 hours (4 business days)
Important
Experiencing some errors or issues that do not impact operations and functionality, but delay operations (workarounds required) or provide customers with a poor user experience. 
Zaps not working correctly but information is getting captured.
Downloads not available.
Broken links within content
48 hours (2 business days)
Urgent
Core functionality and/or access to products, resources, software, operations & internal workflows not working, failing, or is impacting business operations.
Link to content broken.
Trial forms not working.
Sites down.
 
2 hours
 
5. Use the conversation feature to “at mention” the person you have assigned the ticket to let them know!
 
6. The ticket assignee will move the ticket through the buckets to indicate status. If you are the submitter, and the ticket has been put into either Needs More Information or QA Review, please move it to either In Progress or Resolved.
 
TICKET STATUSES (once the ticket is submitted they move through these statuses):
Open/New (all new tickets start here)
In Review (the ticket is being looked at but work hasn’t been started on it)
In Progress (the ticket is being worked on)
Needs More Information (ticket assignees will put it in this status if they need more information in order to resolve the issue)
QA Review (once the ticket is resolved, it gets put in here for the ticket issuer to check)
Resolved/Closed (completed tickets)
Content Suggestion (all suggestions will be placed here)
If a ticket is submitted but isn’t actually a bug, we will mark it as “not a bug” and will close it with comments.