Best Practices on How to Submit a Ticket to Support@ChartHop.com.
A software bug is an error, flaw, failure, or fault in a computer program or system that causes it to produce an incorrect or unexpected result or to behave in unintended ways. - Wikipedia
All ChartHop users will find bugs at some point during work. Our support team-members and engineers are committed to resolving bugs as quickly as possible.
If you find a bug, for example “This button isn’t working”, you can help us fix it more quickly by reporting it with the right information. By providing a bit more context, our teams can get to work faster and avoid having to ask for more information.
A good bug report contains everything needed to reproduce and fix problems, without having to ask for more information.
When you report a bug, make sure to include the four components of context:
By providing context you help us fix bugs faster - often saving hours and even days!
We've included two templates here for your reference. One is a table and the other is an email. We look forward to supporting you with any questions you may have.
Interested in learning more? Take a look at some additional resources:
Another Good Blog Post: https://www.softwaretestinghelp.com/how-to-write-good-bug-report
[Brief summary of issue]. [Context on why this is unexpected behavior]. [ Context on any urgency or timing]. [Information to help Support look into the issue - URL, screenshot, etc.]
Our Head of Sales, Josh Lutz, cannot log into ChartHop right now. He was able to log in yesterday via SSO. He needs to be able to log in within the next 24 hours to submit his Headcount Plan so we can hit deadlines for our upcoming board meeting.
His email is email@example.com and our SSO is Google.
What is your contact information?
What is the exact URL of the site?
What operating system are you using?
OS, Windows, Linux
What browser are you using?
Chrome, Firefox, IE, Edge
Can you take a screenshot or video of the bug?
(Attach to message, use a full screenshot so that we can see the browser and the website link)
Is the issue reproducible?
(Can you make ChartHop react the same way again? How?)
Are you getting any error message?
If so, which one?
What steps did you take before the error occurred?
Example: “I had just exported a PPT presentation”
Expected vs. Actual Behavior
What do you expect to happen?
Add a description
What did actually happen?
Add a description
Timeline & Importance
When did this happen?
Add time and date
How urgent is the issue? Why?
Example: “Not urgent, but have a meeting next Tuesday and need to sort out at least one day before”
How many people were affected?
Example: “This is only related to the scenario modelling work I’m doing’
Are there any additional information you can provide?
Add a description
[Product Area] : [Issue / Experienced Behavior] [optional - priority / urgency]
SSO : Dupe Records BLOCKER
PPT Export : Concurrent users blocks export
Browser, Computer System
Using Chrome on Windows
Using Safari on a Mac
The desired or anticipated behavior in the product when taking an action.
Each user should have one record
Two users should be able to export the powerpoint at the same time
The unexpected or undesired outcome in the product when taking that action.
Right now ChartHop is incorrectly creating dupe records
When two users attempt this, the screen freezes and the load bar does not move for 20 minutes
Timeline / Importance
Time sensitivity with specific date of milestone(s).
We need this to launch and our launch is slated for this Friday
This is relevant to our launch. While it is not a blocker it is a launch requirement because there is a high likelihood it will impact user experience
Example: Potential positive or negative business impact.
We have pushed launch already several times and will have major impact
If users have a negative experience with a key action, the pilot feedback is at risk.
Screenshots; video; step-by-step to reproduce; *specific* examples with URLS and/or specific jobs or employees.
Please see example below for Sarah:
- Screenshots attached of the org settings and also the unexpected dupes
- URL to Sarah's user profile with her info
- Screenshot of frozen load bar
- Timestamp of when this happened
- Names of two concurrent users that attempted exports
- Description or screenshot of export settings