Update request
Update Requests
The global Wiki page on Update Requests contains an extensive description of all aspects of the Update Request. This page describes the Dutch approach.
Update requests (UR) are submitted by app users to report issues with the routing or the map. An icon with the small Waze icon 
is added to the editing map in the Update Requests layer. The reporters name is not displayed. Clicking on the UR icon a panel with the UR details is displayed. The UR is of a certain type, has a date time displayed. Sometimes the Waze provided route and/or the User drive are available plus some words from the reporter. The displayed settings - user preferences - of the app are additional information that can be used when answering the UR.
AAOS and Carplay users can't enter text in their UR. AAOS displays "Reported from AAOS".
Edit requests can be accessed from the editor screen via the 
icon on the left of the screen. The selection shown can be edited. For more information, see the Issue tracker page.
Conversation
The conversation starts with your first response: usually asking for information. If the reporter does not respond, a friendly reminder should be sent. Possibly a second reminder. After this, the UR can be closed with Mark as unidentified. If the reporter responds to your response, the problem may be solved. An explanation may be sufficient, sometimes the map needs to be corrected. If the problem is solved, the UR can be closed with Mark as solved.
The email that goes to the reporter already contains the following by default: You can reply via the Waze app or [link] in the Waze Map Editor. It is not possible to reply to this email, this is a no-reply address. If you have any other questions about Waze or would like to discuss this issue further, please join our Slack channel.
First response:
- Thank the user for reporting the issue.
- Provide the street name/neighborhood so the reporter knows where they reported the issue. (This can make a difference if there are multiple reports that day by the same reporter.)
- Provide the day and time if your response is not on the day of the UR.
- Request more information needed to resolve this UR.
- Sign with your name and an optional email address.
Procedure
- First response > First reminder after 3 days > Optionally a second reminder 3 days later > Mark as Not Identified
3 days later. - Respond to the reporter's answers until a conclusion is reached > Mark as resolved
3 days later to give the reporter the opportunity to make a final response.
Etiquette
A UR dialogue is generally conducted by two participants: the reporter and the responder. A third party may only intervene in the dialogue to provide urgent assistance or when the time limits have been exceeded. Assistance should be provided outside the UR dialogue as much as possible: use an open channel in Slack.
- Always respond in a friendly, helpful manner.
- Do not use jargon
- Keep your responses short and to the point.
Example Turn not allowed
The report indicates “Turn not allowed”.
Looking at the green line (=GPS track driven by user in reality), a turn was made at the end of the road where the purple line (Waze route) starts.
If there are no obvious reason’s to be found (like red Turn Restrictions, or unconnected roads) you will have to investigate further and probably need the help of the user.
In this case the reason is unclear so we will try to get in contact with the reporter using the Conversation Box asking for more information.
Bedankt voor je melding op de Noorddijk, Rockanje! Waze heeft ons niet genoeg informatie gestuurd om je verzoek op te lossen. Kun je ons laten weten wat er mis is gegaan? Je route geeft aan dat je moest omkeren. Wat was je bestemming??
Vriendelijke groeten, <name> (username <wazeusername>, email enter.your@email.nl )
Afhankelijk van een reactie (en gegeven informatie) kan het betekenen dat er meerdere berichten heen en weer gaan totdat de reden (en oplossing) duidelijk is.
Voorbeeld Adres onbekend
De UR geeft aan “Onbekend adres”: Wolwevershaven 19 Dordrecht.
De melding is gedaan op de kruising Vlak en Nieuwe Haven. De Wolwevershaven ligt ten noordwesten van het water. Bij adrescontrole ligt het huisnummer halverwege de kade, ongeveer 200 meter verderop.
Na controle van het adres op de Waze-kaart en in het kadaster (BAG) blijkt de locatie van het huisnummer in Waze juist te zijn. De Waze kaart is dus correct.
Voorbeeld conversatie:
Bedankt voor je melding op de kruising Nieuwe Haven, Roobrug en Vlak in Dordrecht! Je schreef "Wolwevershaven 19 bevindt zich op deze locatie", maar uw melding is gedaan voor adres Vlak 11. Het adres dat u noemde ligt ongeveer 200 meter verder. Kun je ons laten weten waarom je dacht dat het adres niet klopte? Wat was je bestemming?
Vriendelijke groeten, <name> (username <waze username>, email enter.your@email.nl )
Hulpmiddelen
- WME Feed
- WME script WME URComments-Enhanced
- WME extension WME UROverview Plus
- UR overview page
Opmerkingen
- Open UR's met een laatste reactiedatum meer dan een jaar oud, worden automatisch van de kaart verwijderd.
- Als de UR geen opmerkingen heeft, wordt de UR één jaar na de aanmaakdatum verwijderd.
- Gesloten UR's worden na 40 dagen van de kaart verwijderd.
- Zie ook UR's vanwege snelweg werkzaamheden
