Bug Reporting Process

This article outlines the process to report a bug to the Development team.

Potential assembly "bugs" (e.g. order entry, calculations, conversions, bill of materials, anything with pricing) should go to a CSM before Dev.

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Determine if the Bug has already been reported.

• View the "Beta/V3 Bug Tracker" in Freshdesk for bugs that have already been reported. (Filter Icon in the top left of the queue)

• Search Teams to determine if the Bug has already been discussed.

• Search the Jira Roadmap Ideas to determine if the Bug is currently in development.
  (Note: You can view the individual Jira tickets by clicking the Idea and viewing the "Delivery" tab)

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No, the Bug has not been reported.

Create a Tracker

• Click the drop down labeled Linked Tickets on the right hand side
• Write a brief name describing the bug in the Subject Line
• Give more details and/or screenshots in the Description
• Set Status to Tracking
• Set Group to V3 Support
• Set Agent as yourself
• Set type to Bug
• Set Product to v3 CoreBridge

Create a Roadmap Idea

• ON THE TRACKER: Click Atlassian Jira Plus
• Click the Create Issue button
• Set the Projects dropdown to Roadmap
• In the Summary field enter a customer facing, generic description of the issue 
• Set the Reporter dropdown to supportdesk@corebridge.net
• P1 and CRITICAL ISSUES ONLY - Set the Assignee dropdown to kdubus@corebridge.net
• Fill in the Description field with all of the applicable information. Use the following template:
  
  Freshdesk Ticket: (the ticket that was submitted by the customer)

  
  

  Reported By (CB Staff Member): (yourself)

  
  

  Customer System: (the system URL including the path to where the issue is occurring)

  
  

  Description: (describe the issue in detail)

  
  

  Replication Steps: (describe the steps taken to resolve and/or replicate)

  
  

  Video: (include a video outlining the issue)

  
  

  Special Notes: (indicate any special circumstances, or priority)

  
  

• Click Create Issue

• Click the Roadmap link (RMAP-###)

• Click the Insights tab

• Click Create Insight

• In the Insight description field enter:
  
  Ticket: (insert number here)
  Customer/Contact Name on the Ticket
  Company Name

• Enter the URL of the Freshdesk ticket in the link field

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Yes, the Bug has been reported.

• Reply to the customer with a response "Bug/FR Submitted"

• Link Ticket to existing Tracker

• Set the ticket Status to Resolved

• Set the ticket Type to Bug 

• In the Insight description field enter:
  
  Ticket: (insert number here)
  Customer/Contact Name on the Ticket
  Company Name
  
  
• Enter the URL of the Freshdesk ticket in the link field
  
  

• Agent will respond to Customer when JIRA Status has been updated to Ready for Development and Done.

  • Ready for Development - Send "Jira Status Ready for Development" canned response from the tracker to all linked tickets 
    NOTE: This only needs to be sent on the first note placed on the tracker of the Ready for Devlopment status.  

  • Set the tracker to the Tracking status
    
    
    

  • Done - Send "Jira Status Done" canned response from the tracker to all linked tickets while setting the Status for the tickets to Closes
    - Quiet Close the tracker