To help our team quickly understand and resolve your issue, please include following details on the ticket creation page:
1. Feature: Select from the dropdown menu on the ticket creation page.
2. Priority: Select from the dropdown menu on ticket creation page. Priority explanation:
- Critical impact – no useful work can be done by users (data loss, crashes, and severe performance problem and/or resource usage)
- Significant impact – some useful work can be done but key features required by most users are missing.
- Limited impact – useful work can be done but some features required by a small subset of users are missing.
- Minimal impact – useful work can be done.
- No impact.
3. Description:
Use the points below to provide a clear and detailed description of the issue:
- The issue: Describe what you were trying to do and what actually happened.
- Steps to reproduce: List out the steps you took before the issue occurred.
- Expected vs actual behaviour: Tell us what you expected to happen and what actually happened. This helps us understand the gap.
- Details of the environment: browser, device, operation system, environment...
- Error message: Copy and paste the exact error message, or describe it as clearly as possible.
- Additional context: Any additional information that might help diagnose the issue.
4. Screenshots: Upload the screenshots on the ticket creation page. This is especially helpful if there’s an error message or visual issue.
Below is a template you can copy and paste this into the Description field when creating a ticket:
The issue:
<Describe what you were trying to do and what actually happened>
Steps to reproduce:
1.
2.
3.
Expected vs actual behaviour:
<Describe what you expected to happen and what actually happened>
Details about of the environment:
Browser: Chrome, Safari, Edge, …
Device: Laptop, iPhone, …
Operating System: Windows, Mac, iOS, Android, ...
Environment: production, testing, …
Error message:
<Copy and paste the exact error message, or describe it as clearly as possible>
Additional context
<Provide any additional information that might help diagnose the issue>