Requests for enhancement (RFE) process

Request for Enhancement

A Requests for Enhancement (RFE) is a suggestion for a new feature or a software enhancement as described in the CloudBees Support Lifecycle and Update Policies.

Process

CloudBees follows a simple process which includes review, triage, analysis and development. CloudBees Support keeps the requester informed as their RFE moves through these stages.

image-process-flow

RFE Requested

CloudBees Support creates the RFE in our internal System and inform the request with the issue ID.

RFE Awaiting Response

CloudBees Product Management reviews and triages the request. Engineering, Support, Community Manager and original requester may be involved to gather more details and evidences.

Response: CloudBees Support inform the requester whether the RFE is Accepted of Answered within a couple of weeks
Ticket Status: Open

RFE Accepted

The RFE is included in the backlog but does not mean it is being actively worked on.

Response: CloudBees Support provides information about the targeted quarter.
Ticket Status: Open

RFE Answered

The RFE is rejected for the moment as it does not match the current Product Roadmap (12 months plan). It may or may not be revisited in the future and accepted in a new Roadmap.

Response: If a future review is planned, CloudBees Support provides more information on the next review date.
Ticket Status: Solved

RFE Scheduled

The RFE development has been scheduled.

Response: CloudBees Support provides the targeted release version.
Ticket Status: Open

RFE Released

The RFE has been released.

Response: CloudBees Support provides the Release Version and assistance of how to integrate the new feature if required.
Ticket Status: Solved

Information Required

To help speed this process, please provide your Support agent with the following information:

  • Who in your organization would benefit from this new feature?

  • What would this person use this feature for?

  • Why is this necessary to accomplish your use-case?

  • Impact - what impact is the absence of this feature having on your organization?

  • Related Jenkins JIRA issues - if you already know of a related issue in the OSS JIRA, please link to it.

Response Times

The more complete the original request is, the less research the product team must do to evaluate your request, so you can expect a response much faster if you provide all of the above than if you only ask for a feature without answering our other questions.

In general, the product team aims give feedback to support within a few weeks of the request, but some issues require deeper evaluation of their potential impact on other customers and the community. This is especially true of any OSS requests, so please bear this in mind and be patient during our evaluation.

Note: Although all RFEs are taken with utmost consideration CloudBess is unable to fulfil every request and therefore reserves the right to accept or decline any RFE.

Have more questions? Submit a request

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