This article provides the correct paths for submitting either a bug request or feature enhancement.
Quick Reference
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If you need to… |
Use this route |
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Request new features/enhancements |
BRD |
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Report a bug, issue, or ask a question |
Salesforce Case |
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Submit customer-driven request |
Salesforce Case |
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Propose large/strategic work, compliance initiatives |
Jira Epic |
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Escalate urgent production issue |
Teams Channel *Salesforce Case first |
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Influence upcoming sprint priorities |
Discussed in Triage |
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Request Type |
When to Use |
Submission Method |
Required Info |
Review Process |
Outcomes |
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Development Requests |
New features, enhancements, internal dev requests |
Business Requirement Document (BRD) |
Complete BRD with full requirements |
Product reviews for completeness → Gate 1: Product Triage |
Approved to backlog, returned for more info, or rejected |
|
Bugs / Issues / Questions |
Bugs, unexpected system behavior, questions around functionality, configuration, usage questions |
Salesforce Case |
Description, steps to reproduce, expected vs actual, impact, urgency |
Bug & Product Triage Sessions |
Escalated (if critical), added to backlog, answered, routed, or turned into feature request |
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Customer Requests |
Customer-reported issues, feedback, feature requests |
Salesforce Case |
Issue details, customer impact, priority |
Bug & Product Triage Sessions |
Same as above: prioritized, escalated, answered, or routed |
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Strategic / Compliance |
Executive initiatives, compliance, tech debt, platform improvements and infrastructure |
Jira Epic / Initiative |
Scope, business alignment, dependencies, timelines |
Epic Review Sessions |
Added to roadmap, fast-tracked, deferred, or rejected |
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Critical Escalations |
System outages, security issues, data integrity, revenue risk, SLA breaches |
Teams Escalation Channel |
Impact, severity, affected customers, urgency |
Immediate PM/EM review |
Immediate engineering action, sprint interruption, war room if needed |
Development Requests (New Features & Enhancements)
Use this route when you need development work done: a new feature, an enhancement to existing functionality, or any request that requires engineering effort.
Step 1 – Complete a Business Requirement Document (BRD)
All development requests must be submitted with a completed BRD. This document captures the business value, technical context, and requirements needed to evaluate your request.
Link to instructions on completing a BRD.
Step 2 – BRD Review
Product Management reviews your BRD for completeness. If information is missing, it will be returned to you for updates. Once accepted, it moves into Gate 1: Product Triage.
What happens next?
Your request is evaluated for business value, technical feasibility, and strategic alignment before entering the development backlog.
Bugs, Issues & Questions (Salesforce Case)
Use this route for anything that isn't a new development request, including:
- Product bugs or defects
- System behavior not working as expected
- Questions about how a feature works
- Clarification requests from onboarding, support, or implementation
- Configuration or usage questions
How to submit
Open a Salesforce ticket and include the following:
- Description of the issue or unexpected behavior
- Steps to reproduce
- Expected vs. actual behavior
- Impact on internal operations or customers
- Urgency and priority indicators
What happens next?
Tickets are reviewed in scheduled Bug & Product Triage Sessions. Possible outcomes are listed in the Triage Outcomes section below.
Triage Outcomes
After a Salesforce ticket is reviewed in a triage session, one of the following outcomes is assigned:
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Outcome |
What happens |
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High Priority Bug |
Escalated to Teams channel for immediate PM/EM action |
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Standard Bug |
Added to bug backlog with priority ranking |
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Question |
Answered during triage; complex questions may get Engineering follow-up |
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Feature / Enhancement |
Evaluated for product roadmap inclusion |
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Workaround available |
Solution provided; request may be deprioritized |
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Not a product issue |
Routed to the appropriate team (support, implementation, etc.) |
Strategic & Compliance Initiatives (Jira Epic)
Use this route for large-scale efforts driven by company strategy, regulatory requirements, or significant platform improvements. These are typically initiated by leadership or cross-functional teams.
How to submit
Create a Jira Epic or Initiative. These are reviewed in scheduled Epic Review Sessions and evaluated against:
- Company strategic objectives and OKRs
- Regulatory and compliance deadlines
- Technical debt and platform health
- Resource capacity and timeline
Note: Compliance initiatives with hard regulatory deadlines receive automatic priority and may bypass standard gate timing.
Critical Issues & Escalations (Teams Channel)
Use this route only for high-priority production issues that need immediate Engineering attention. Post directly to the dedicated Teams channel monitored by Engineering Managers (EMs) and Product Managers (PMs).
When to escalate
Your issue must meet at least one of the following criteria:
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Severity |
Examples |
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Severity 1 – Critical |
System down, multiple customers unable to work, data loss |
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Revenue Risk |
Customer threatening cancellation or contract at risk |
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Security Vulnerability |
Active security threat or data exposure |
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Regulatory / Compliance |
Violation of compliance requirements |
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SLA Breach |
Service level agreement commitments not being met |
What happens next?
EMs and PMs review the escalation and, if confirmed critical, interrupt active sprint work to assign engineering resources. For the most severe outages, a cross-functional War Room may be convened. Updates are provided every 2–4 hours until resolution.
