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==Update Requests==
==Update Requests==
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An Update Request (UR) is a Map Issue reported by a user from the Waze client app. It is also a layer in the Map Editor. See [[Update_Requests_in_Waze_Map_Editor|update requests]] for more information.  
An Update Request (UR) is a Map Issue reported by a user from the Waze client app. It is also a layer in the Map Editor. See [[Update_Requests_in_Waze_Map_Editor|update requests]] for more information. VA has a policy of shared UR management. This means that URs are open to all editors and that there is no "ownership" implied when posting the initial comment. However, it is courteous to allow new editors or editors you don't have an informal agreement with an extra day or two to respond to reporter comments and/or post reminders. Effective UR conversations are usually achieved with a single point of contact for the reporter, but other editors can step in if a UR with reporter comments begins to sit idle or if they think another editor needs help. Please be respectful to other editors and reporters while working URs; it is usually best to send a message to the editor rather than chatting with them through a UR. (Most reporters don't care about the chat, they just want it fixed and not be bothered with multiple responses). Typically, an editor should be given some time to respond to the reporter's comments (since real life has a way to occasionally get in the way to prevent editing time on some days). 


In Virginia we have adopted at 1/4/8 system for response to Update Requests. 1/4/8 is the short way of explaining the following.
In Virginia we have adopted at 0/4/4 system for response to Update Requests. 0/4/4 is the short way of explaining the following.
==== Day 1 ====
Within 24 hours (1 day) after an Update Request has been submitted, an editor needs to provide a response to the Update Request to get the process started.


==== Day 4 ====
==== Day 0 ====
If the reporter has not commented back within the 4 days following the initial comment a message should be sent reminding the reporter that we need more information about the problem they encountered to fix the issue.
The first editor who is able to respond to UR should attempt to resolve the UR. If they are successful, they should comment as such in the UR and mark it closed. If more information from the reporter is required to make progress towards closure, a query should be sent to the reporter requesting the information needed for resolution
 
==== Day 4+ ====
Polite reminders should be sent to a reporter who has never responded to a query, provided at least three full days have elapsed since the initial response was sent. (You can send reminder at 00:01 Eastern Standard (or Daylight when applicable) Time on the fourth day).


Example
Example
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"''If no further information is provided we will be unable to fix the issue you encountered and this report will be closed soon''"
"''If no further information is provided we will be unable to fix the issue you encountered and this report will be closed soon''"


==== Day 8 ====
==== Second Day 4+ ====
If the reporter still has not commented after 4 more days (8 days since initial comment) a message should be sent telling the reported that we were unable to fix the problem and this report is being closed.  The Update Request then needs to be closed as Not Identified.
URs may be noted as closed due to lack of reporter response, provided at least three full days have elapsed since the followup message was sent (You can close at 00:01 Eastern Standard (or Daylight when applicable) Time on the fourth day since the reminder was sent)


Example
Example
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"''This report is being closed due to lack of information, please submit another report if the issue continues. Happy Wazing!''"
"''This report is being closed due to lack of information, please submit another report if the issue continues. Happy Wazing!''"


==== Caveat ====
If you use URComments then the settings should be 4 for reminder and 4 for closure.
In many areas of Virginia there is not only spotty cellphone coverage but often times very little editor coverage.  While we would like to have every inch of Virginia covered with a network of editors we know that's not possible or even likely any time soon.  The 1/4/8 rule has been set as the standard for areas with active editors and AMs but applies to all of Virginia.  That being said use good judgement, in areas with with little or no editor coverage there may be many Update Requests that are greater than 30 or even 60 days old, there is no penalty or negative perception for answering these, quite the opposite.  Take the time to send the reporter a message and see if they can remember the issue they had and are willing to provide more information.  Often times the editor wont remember or even respond but if they do then they can see that we are doing out best to help them. 
 
Example:
 
"''Thank you for your report! I apologize for the late response, we are volunteer editors and in some areas there are not many if any of us. You reported a General Error near 5th street and Main street in Suffolk, VA way back on 8/15/2014. Do you remember what issue you encountered?''"
 
 


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Latest revision as of 03:28, 13 January 2016

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See Virginia/Community for guidance in Virginia that may not be universal to all other states and territories.

Update Requests

An Update Request (UR) is a Map Issue reported by a user from the Waze client app. It is also a layer in the Map Editor. See update requests for more information. VA has a policy of shared UR management. This means that URs are open to all editors and that there is no "ownership" implied when posting the initial comment. However, it is courteous to allow new editors or editors you don't have an informal agreement with an extra day or two to respond to reporter comments and/or post reminders. Effective UR conversations are usually achieved with a single point of contact for the reporter, but other editors can step in if a UR with reporter comments begins to sit idle or if they think another editor needs help. Please be respectful to other editors and reporters while working URs; it is usually best to send a message to the editor rather than chatting with them through a UR. (Most reporters don't care about the chat, they just want it fixed and not be bothered with multiple responses). Typically, an editor should be given some time to respond to the reporter's comments (since real life has a way to occasionally get in the way to prevent editing time on some days).

In Virginia we have adopted at 0/4/4 system for response to Update Requests. 0/4/4 is the short way of explaining the following.

Day 0

The first editor who is able to respond to UR should attempt to resolve the UR. If they are successful, they should comment as such in the UR and mark it closed. If more information from the reporter is required to make progress towards closure, a query should be sent to the reporter requesting the information needed for resolution

Day 4+

Polite reminders should be sent to a reporter who has never responded to a query, provided at least three full days have elapsed since the initial response was sent. (You can send reminder at 00:01 Eastern Standard (or Daylight when applicable) Time on the fourth day).

Example

"If no further information is provided we will be unable to fix the issue you encountered and this report will be closed soon"

Second Day 4+

URs may be noted as closed due to lack of reporter response, provided at least three full days have elapsed since the followup message was sent (You can close at 00:01 Eastern Standard (or Daylight when applicable) Time on the fourth day since the reminder was sent)

Example

"This report is being closed due to lack of information, please submit another report if the issue continues. Happy Wazing!"

If you use URComments then the settings should be 4 for reminder and 4 for closure.


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