Best Practices 

Following best practices for ticket submission ensures the process is efficient, effective, and leads to a quicker issue resolution. 

• Ticket Submissions
• Submit the ticket from the location of the error or issue.  This will provide us the needed debug information. 
• Provide a clear, descriptive title
• The title should summarize the issue in one sentence.
• Avoid vague titles like “Missing Client” and use something more specific like “Client is not returning expected results on APR.”
• Include Detailed Steps to Reproduce
• List step-by-step instructions to replicate the issue.
• Include specific actions, buttons clicked, forms submitted, etc.
• Include report TaskIDs or Excel files.
• Describe the Expected vs Actual Results
• Expected behavior: Explain what you expected to happen
• Actual behavior: Describe what actually happened instead
• Example:
• Expected: User should be redirected to the dashboard after logging in.
• Actual: The app freezes on the login screen after entering credentials.
• Provide Screenshots, Logs, or Error Messages
• Attach any relevant screenshots, videos, or error logs that show the issue in action.
• If possible, expand the details of the error message.
• Copy-paste any specific error messages you receive.
• Prioritize the Issue
• Indicate the severity and impact of the issue (critical, major, minor).
• Is there a report deadline?
• Example: “This is a major issue because users are unable to log in, which impacts user experience.”
• Provide Context or Background Information
• Include any relevant background information that could help diagnose the issue.
• Mention if this issue occurred after a specific action (e.g., system upgrade, new feature deployment).
• When did this issue start to occur?
• Link Related Issues or Tickets
• If this issue is connected to another ticket or feature, include references or links to those items for better context.

Types of Tickets

• Report an issue
  • Notify the team about a problem or defect in the system, software, or process. This should be submitted from the location of the error. 
• Ask a Question
  • Seek clarification or information about a feature, process, or system functionality.
• Make a Suggestion
  • Propose an idea or improvement that might enhance the system or process, but without the urgency of a critical fix. This would normally be a suggestion to a baseline form or function.  
• Request an Enhancement
  • Formally request a new feature or extension of an existing feature that adds new functionality.  Your Client Success Manager will follow up with next steps.
• User Acceptance Testing Feedback
  • Selecting the 'User Acceptance Testing Feedback' option is essential for identifying and addressing issues during user acceptance testing. It allows testers to provide detailed feedback on any problems encountered, ensuring that necessary adjustments are made before final deployment. This step helps maintain quality and aligns the solution with user expectations. All enhancements or changes to the requirements will use the requirement feedback and creation process.