An incident is an unexpected disruption to an EngageFT application. It disturbs the normal operation thus affecting the end-user’s ability to use the service. For example, an incident may be caused by a user flow that is not functioning properly or network issues.Report
A service request is an end-user reported issue relating to an EngageFT application. This might include requests relating to user authentication, missing deposits, missing information, enrollment issues and unable to activate card.
A platform incident is a series of related or similar incidents with an unidentified root cause. While incident handling is usually a reactive process, platform management is more proactive. Incident resolution aims at restoring services quickly whereas platform management aims at finding a permanent solution to a known issue.
An enhancement is a modification to an existing EngageFT application or feature. This might include a new feature, user flow modification, or identified site optimization recommendations.