Guidelines for Resolving Update Requests (UR)
- Introduction
User submitted Update Requests, compared to Waze generated Map Issues, are more difficult to fix because the report might not contain enough information or there might not really by a map issue. This page is intended to document guidelines for the Philippine on how to resolve Update Requests or URs
- Priority URs
We should prioritize URs which have been on the map for a long time, these URs are identified by their color. Red URs should have the highest priority since they have been on the map for more than 15 days. Orange URs are next on the priority and the least priority are the yellow URs. The reason for this is that if the URs need more information or detail, the reporters for old URs might not remember the reason they reported the update request and thus need to be contacted the soonest.
- Steps on resolving URs
Visit the Update Requests wiki for more details on how to resolve URs.
NOTE: As a general rule when resolving issues, always put a comment on what you did on the map. If the UR does not have information necessary to resolve the issue, post a comment and ask for more details. No one can lay a claim on URs, anyone can resolve them as long as the information at hand is sufficient in resolving it. We don't have a rule where the first to post a comment claims ownership of that UR and only he gets to resolve it. However, no one should close a UR with an existing conversation unless the following conditions are met;
- a. X days have passed since last conversation and reporter has not replied, mark the UR as Not Identified. The Wazer who submitted the UR will be notified via email that their Update Request is closed. They can still try to contact you through a private message if they do have more information or they can do the fix themselves on the map editor. X days are discussed in the Update Request closing policy
- b. reporter has agreed that UR is not an issue, mark the UR as Solved
- c. issue has been resolved, mark the UR as Solved
Update Request (UR) closing policy
The Philippine Area Managers and champs have discussed and agreed upon a new policy on how long we would wait for a reply on URs before marking them as 'Not identified'. The new policy is based on the UR density of an area. The UR density is determined by zooming into the city level or 200m/1000ft and counting the number of URs (MPs excluded).
Heavy > 10
Mid 5 to 10
Light < 5
On areas with heavy UR density, we ask for a follow up after 1 day and then close the UR if still no reply after another day. For mid UR density, it will be follow up after 2 days and then close if no reply after another 2 days. And for light UR density, it will be follow up after 3 days and then close if no reply after another 3 days.
For URs that have replies from the reporter but has follow up questions, the wait count will be reset and will be based on the date of the last reply or follow up question. Wait time will still be based on the UR density for that area.
The reason for this new policy is to eliminate URs that are invalid and have a quick resolution for the valid ones. The logic is based on the premise that problems in high traffic areas will have a greater probability of getting reported again in detail or will get a timely response from another active Wazer. On roads less traveled, issues will have a lesser probability of getting reported again if the URs are closed so a longer wait time is allowed. Another reason is that only 20% of reporters reply to our query for more details. Those that reply do so immediately or within the day, if the UR has no replies within 24 hours, it is probably not going to get a reply from the reporter. This just adds to the UR clutter on the map.