Best practices for reporting a ticket (1LS)

In the following lines it will be explained the information required as a description for an issue reported in Openbravo Customer Service.

Notice that the more detailed ticket, the faster and the better Support Team will resolve the doubt or the problem. The most difficult task when solving an issue is to find it.

Impact

It is very important to correctly define the impact the problem causes on your business:

- Selecting the correct severity for a ticket is the first thing to take into account. The severity will be the base for prioritizing the resolution of the tickets within all your tickets reported, so setting the correct severity will avoid a less urgent ticket to be attended before an urgent one.

- The ticket description should detail how it affects customer processes: how frequent it happens, if it has a workaround to avoid it.

Clear explanation of the case

Having as much information as possible will speed up the analysis of a problem. The following information will be very helpful

- Instance in which the problem is happening

- Exact example to analyze: obtained results, expected results

- When it started happening. Was any configuration change made just before the problem started?

- Screenshots and videos could improve the explanation of the problem

Steps to reproduce

In case you are able to reproduce the problem on a consistent way, you could provide the exact steps to reproduce it. For instance, if the problem is related with a report, we will require all the parameters used when launching it, the obtained result and the expected result. If the problem is related with some process causing inconsistent data, we would need a test instance in which it is reproduced.

Access

When the problem is reproduced in Openbravo backend, we would need access to it with Openbravo user which includes both System Admin access and Group Admin access. We recommend you to test if the access is currently working before submitting the ticket.

When the problem is happening on a POS of production environment, remote desktop access will help analyzing it we will have access to browser's local storage, console and so on.