Ticket fields
It's very important to give as much information as possible when creating a ticket.
The fields within the ticket creation process are a great start. Try to fill in as much as you can, however there are options for 'Unknown' or 'Other' if you are unsure.
The most important details for the description field are as follows:
- Reproduction steps
- Please include these as often as possible. Clearly labeled and organised steps to reproduce the issue will go a long way into solving the bug faster.
- Reproduction steps aren't always possible. In these scenarios, please include screenshots and explain why you are unable to give reproduction steps.
- Specific user details
- If the bug or task specifically affects one or a few users, please include their email addresses. We will not contact them directly. This is for checking their details within the database.
- Desired outcome
- Sometimes it's not always clear what the desired outcome should be. Even when it seems obvious, we would really appreciate the extra details. This avoids fixing a bug in an undesired way/method.