# Feature request intake and triage policy · [Product or portfolio] · v[n] **Owner:** [PM] **Operated by:** [product ops] **Effective:** [date] ## Principle We record problems, not solutions. Every request becomes evidence on a problem record. ## Intake channels CRM field · CS platform · Support escalations · Partner portal · Customer advisory board · Win-loss findings · AI call and ticket summaries (with links to the source) ## Required fields | Field | Notes | |---|---| | Customer and segment | | | Revenue band | | | Requested by (role and persona) | | | The problem, in the customer's words | Not the proposed feature | | Current workaround | | | Impact | Time, money, risk, blocked deal or renewal | | Evidence link | Call, ticket, email | | Account team contact | Who receives the answer | ## Dedupe rule Search existing problem records first. If the problem exists, attach the new customer as evidence. If not, create a problem record with status "needs discovery." ## Linking Every problem record links to an opportunity on the product's opportunity solution tree, or is marked "outside current outcomes." ## Statuses New · Needs discovery · Linked to opportunity · Planned · Not planned (with reason) · Shipped ## Cadence - Weekly triage, 30 minutes: PM and product ops - Monthly field update: top problems, decisions and what shipped ## Service levels - Acknowledge to requester: within [5] business days - Decision or "needs discovery" status: within [n] weeks - Close the loop at decision and at ship, to the requester and account team ## Rules - Revenue-weighted counts are an input, never the sole prioritizer. - No roadmap commitments in deals without PM sign-off, recorded on the problem record. - "Not planned" answers include the reason and what the customer can do instead. ## Health metrics Share of requests linked to a problem · Median time to acknowledge · Share of requesters who received a decision · Share of shipped items announced back to requesters