Filing a bug ticket is an important part of making sure issues get resolved. When filing a bug, the clearer the information the easier it is for the development team to resolve the issue. This is why we must be file bug tickets with all required information and give as many details as possible. Below details how to file a bug ticket.Please loop in John Kilfoil from the start (if he’s available) and ask him to check your ticket for completeness (and whether or not he agrees that it’s a bug ticket). Alert him via Slack and send him an internal note on the ticket.
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Effective May 6th, 2024 Support’s back office team will review all issues prior to submitting bug tickets. Front-line agents should follow: Elevating a Call or Chat to the back-office email team and then the back-office agent will follow this Bug Ticket SOP |
Create New Ticket
From Support, click the create button
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Under Project, select EverBright Application (APP)
Under Issue Type, select Bug
Under Summary, provide a very brief description of the bug, i.e. “Proposal not sharing to downstream orgs.” OR “Customer getting PRJ-001 error when trying to save a project”
Use this article to determine the priority: How do I prioritize a ticket, E1 tickets?
Under Sprint, select the On Deck sprint.
Set Assignee to Unassignedthe lead PM based on the team in the article below
Under Team set as follows:
Ghostbusters:
Config Settings
Pricing
Incentives
Quoting
TMNT:
Deal Processing / Operations
Payments
Assignment
assign to appropriate team according to this SOP:
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When filing bug tickets, please use these domains as guides to who to assign tickets to. |
Under Description, describe the bug in more detail. Include the following information:
What account is it happening on? One user or a single user? Describe the bug and include details of what troubleshooting steps have already been taken.
What part of the job or workflow is affected? Is it on the quote phase? Is it happening in the user setting? Let us know!
Important information to link as applicable (as many as possible):
Job url/site link
Sentry link, if an error was thrown
Fullstory linkDetail everything you attempted to de-bug.
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Make sure to select the Environment where the bug is happening. It is defaulted to Prod (engine) but change it from the default if it happened on Onboard, Staging, etc.
Scroll down and enter the rest of the required information.
Under Logged in as, enter the user that is receiving the error
Under Steps to Reproduce, enter the exact steps to reproduce the bug. Sometimes it is not always clear, but give the steps taken that you did to get the bug. In cases where the steps are not clear, it is very important to include a Sentry and Fullstory link.
Be as detailed as possible!
The best steps to reproduce do not include engine.
Under Actual Result, describe the bug. For example, if sending a proposal fails, under Actual result enter, "Proposal will not send".
Under Expected Result, describe what should happen. From the example above, the expected result would be, "Proposal email should send".
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Click Create and the bug is created.
Slack the #CustomerSupport channel with the bug link and include @channel in the message so a Product Manager can assess how to prioritize. Please include a detailed description in the post as well.
Circle Back With Customer
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