Contacting ROC-P
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      2. Contacting ROC-P

      Viewing Your Ticket's Status

      You can view the status of your submitted ticket along with any other tickets submitted by administrators at your organization.

      To view a ticket's status:

      • Login to your ROC-P account and click Support > View Tickets.
      • Here you will have the option to search for a ticket by key word, submitted tickets, and finally by status—if the ticket is open or closed.

      There are five pipelines in which your ticket may move through.

      1. Client Success: Submitted tickets will flow into our Incoming Ticket Queue where the Client Success team will determine the ticket type and assign it to the appropriate team for completion. If the ticket is simply a question, or you are needing guidance on a process, the Client Success team will move your ticket to Client Success Review and respond accordingly.
      2. Planning: Tickets are moved into the Planning pipeline when a ticket is determined to be a bug, and resolution for your ticket requires a build release or assistance from the Development team. Here we will determine the cause for the bug, and your ticket will be scheduled for an upcoming release.
        1. Tickets are placed into the appropriate quarterly release for completion. 
      3. Development: Once your ticket has been moved from Planning to Development, our team begins to actively work on a resolution for the bug that will be resolved in the current release.
        1. Development Queue: Tickets are assigned estimates and the initial work begins. 
        2. In Development: The Development team is actively working on a resolution for your ticket.
        3. In Quality Assurance Testing: We have resolved the issue, and our teams are testing to ensure that the fix resolved the reported bug.
        4. Ready for Release: Testing has been finalized, and the ticket will go out in the current release. 
        5. Completed: The release has been completed, and the Client Success team will respond to your ticket with further information.
        6. Closed: Completed tickets are moved to closed where they will remain open for seven days before being moved to the archive. Note: Once you have received notification that the issue is resolved, replying directly to the email notification will re-open the ticket.
      4. Work Request: If the ticket is determined to be a Work Request, such as a custom report that can't be pulled within ROC-P, our team will gather details and provide a timeline as to when the request will be completed. Note: If your request must be completed by a certain date, please add that date to the ticket name to allow our team to plan accordingly. Advance notice must be given to complete your request in a timely manner.
      5. Feature Request: Continuous improvement is a key part to successfully serving our clients. Ideas will be taken under consideration as a potential enhancement to the ROC-P system. If a feature request is “high priority”, that should be communicated via the ticket by the client at the time of submission.
        1. Feature Request: Determining Feasibility: The ROC-P team reviews submitted feature requests weekly.
        2. Design Requirements Queue: Feature requests that will be implemented will be placed into queue where we prioritize based on need and business impact. 
        3. Design Requirements: Here we gather, develop, and document all requirements to ensure the end product meets the needs of our users.  Note: Assignment and timeline is dependent upon business impact, cost, effort, workload, labor, and priority. There is timeline or commitment established for ideas.
        4. Closed - Not Feasible: Requests that we determine are not feasible will be communicated back to the client to discuss alternative solutions as needed. 

      If you have any questions regarding this process, please open a support ticket or reach out to support@roc-p.com and we will be happy to help!