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.