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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.

Create New Ticket

  • From Support, click on the three dots and select Create Linked Issue

Enter in Bug Information

  • Under Project, select Sighten 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 current sprint (this will match the date of the MONDAY of the current week i.e. YYYY-MM-DD). Please be sure not to select a QA-prefix Sprint.

  • Follow documentation here to set Assignee: /wiki/spaces/SS/pages/2458124289

  • Under Team set as follows:

    • Channel4News - Phases: Address, Contact, Usage, Project

    • Ghostbusters - Phases: Quote, Proposal, Qualification, Contract, Operations, Settings

    • Goonies - infrastructure

  • 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

    • 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 link

  • 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!

  • 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".

Note: You will not change the following fields: Story Points, Labels, Epic Link, or Revised Story Points,

Click Create

  • 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

Circle Back With Customer

  • If you created this bug ticket in response to a Support Inquiry, please follow up with the customer and let them know that a bug ticket has been filed and we will keep them up to date regarding the solution.

  • Put SS ticket into “With Development” status.

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