How to raise a great ticket. 

Be clear and concise

• Write a concise subject line and a full description of the problem.
• Include specific information

• Provide specific details about the issue, such as what you expected to happen versus and what actually happened.
• Is this a systematic issue impacting a whole group of people or is this happening sporadically to individual employees?
  • If it’s individual employees, who are they? We need to identify them (if they are anonymous, please provide their employee number)
• If you have already checked something, include the steps you took and the results.
• What should they be seeing? What can they see instead? Screenshots are a big help here! 

Provide specific examples

• This helps the investigator narrow down the search quickly as there are often multiple potential root causes for the same presenting issue.
• To avoid sharing PII in these tickets, please try and ensure this is a data point like an Employee ID instead of a name / email address. 
• If we do not have this information, we may reach out to you ask for you to provide this.

Include screenshots or screen recordings

• If possible, include screenshots, or a video recording of the issue — this is one of the most impactful things you can do to speed up investigation. 
• Ensure the screenshot captures the full relevant area, including any error messages, unexpected values, or the exact step where the issue occurs.
• For data issues: show the value currently displayed alongside what you would expect to see i.e. a screenshot from your HR system if possible.
• For workflow issues (e.g. SSO login, file uploads): a short screen recording showing the exact steps taken is far more efficiant than a written description alone.

One issue = one ticket

• Please submit a ticket for each issue, rather than one ticket containing several issues.
  
  

Ticket type specific requirements:

Variable

For tickets relating to incorrect or unexpected variable or benchmark data, if possible include:

• If the data is from a Manual Upload or if you are integrating variable via your HRIS.
• Which variable is affected (e.g. base salary, bonus, equity).
• What is showing vs what is expected — be specific with values.
• Employee ID(s) affected — avoid names or email addresses where possible.
• Scope — is this impacting a whole group (e.g. all employees in a country) or a specific individual?
• When the issue was first noticed, and whether it coincided with a specific data upload or change.

Exclusions

Please include:

• Employee ID(s) to be excluded — not names or email addresses.
• Exclusion rule or criteria — e.g. "job title contains 'Intern'", "employment type = Contractor" and the exact name of the HRIS field, e.g “Contractors are defined by the field “Contract_Type_Employee”
• Reason — a brief explanation of why these employees should be excluded.

Field Mapping

• The exact name of the field in your HR system
• What field they want to map this into
• An example employee that uses this (if applicable) and the type of data it contains
• A screenshot of the field on the HR system

• Issue: [Clear one-sentence summary of the problem.]
• What you are seeing: [Describe what is currently displayed or happening in your Ravio instance. Screenshots are really useful here]
• What the client expects: [Describe what you should be seeing or what the correct behaviour should be. Screenshots are really useful here]
• Scope: [Is this impacting a whole group (e.g. all employees in a country / team), or specific individuals? If individuals, provide Employee IDs — not names or email addresses if possible.]
  • Employee ID(s) affected: [e.g. EMP-10234, EMP-10891]
• Steps already taken / checks completed: [List any troubleshooting already done — e.g. "Reviewed HRIS setup — connection appears active.". Delete if not applicable.]
  
  

More detail increases the ability for us to solve the ticket quickly.