Recreating an error can help you and your team understand underlying issues and if there is an error internally or externally. Understanding the process will be instrumental in helping answer questions and solve problems.
Recreating an Error
To recreate an error follow the steps below.
1. Understand what isn't working as expected for the customer based off of the information they have given you. If what they have mentioned is vague, or it is difficult to understand what issue they are running into, reach back out to the customer and ask for further clarification.
2. Check the customers system for the issue they have mentioned and see if the customer is unintentionally doing something out of the ordinary within the system that could be causing the issue.
Example: The customer sends in a ticket stating that their prices aren't correct for an item, but they have overridden the price unintentionally.
3. Go into your test system and recreate the error.
4. Document the steps you took to recreate the error. Create a video if you can.
5. Follow the Bug Reporting Process.
Inability to Recreate an Error
If you are not able to recreate the error:
1. Ask the customer for more information that could aid you in understanding and recreating the issue.
Example: Ask for a more detailed description, screenshots, or video of how the customer encountered the error.
2. Ask for help internally in the questions channel. For more information on how to do this, visit Using the Question Channel.
4. In a note on the ticket, document everything you have tried to recreate the error.
5. Submit a ticket for the development team using the Bug Reporting Process. Use the notes in the ticket and provide as much information as possible.
General Tips for Recreating an Error
- Using the example given by the customer, attempt to create the exact same, or very closely similar scenario in your test system.
Example: This may include adding an assembly with three linked child assemblies as well as a set up fee to a line item. This could also include accessing the page they are on through a different screen than typical (i.e. accessing setting up a notification from within the employee's screen rather than from settings).
- Use and understand any errors shown in screenshots. If you don't understand what a screenshot is referring to, you can ask in the Questions Channel.
- Use the V3 Expected Behavior list to understand how the system should be functioning.
- Utilize your team, they can be a great tool for understanding the system better and providing different perspective.