![]() a screenshot showing the user interface before and after the bug, if relevant.Įven if only one of these elements might be enough to identify the bug, the better the bug is described, the quicker and more efficiently the bug will be fixed.the server logs: you can try to extract the last stacktrace from the console or the server.log file or the message displayed on the web user interface.the step-by-step scenario to reproduce the bug.In case of a bug, it is essential to provide the Support team with a way to reproduce the bug. If not sure, it is better to create a "Problem" issue for which the customer provides more information. To do so, check your scenario can be reproduced on a stock Nuxeo Platform, without the customer's plugins or Studio customizations. an incident linked to the customer's developments. Bug Ticketįirst, you must check it is actually a bug from the Nuxeo Platform and not a problem, i.e. If the question is too complex or too dependent on the business context, the Support team can suggest a consulting service so Nuxeo can analyze the customer needs more precisely and provide a more complete answer. You must describe precisely what information you're looking for or what you're trying to do, providing the context of the question so we can give an accurate answer. You should then carefully fill all required fields. The content of the ticket depends on the type of the ticket and is necessary to its process. Identifying the type of issue is important because it determines what elements will be needed to describe the ticket (see the Description section). Improvement: request for improvements or new features, for which Nuxeo can do an estimate for a development package.Problem: incident linked to the customer's developments,.Bug: incident linked to the Nuxeo Platform,.Question: any question about the Nuxeo Platform,.This field indicates the type of incident described by the ticket. Should the ticket not be created in the correct project, it will not be seen by the Support team, which won't be able to answer your request. Type labels that can help you categorise your tickets.Īll support tickets must be created in the Support Nuxeo Connect category. If you have functional specifications, you can fill in their reference here for your own team's benefit. See the Additional Readonly Groups section. If you need some users to be able able to follow the support issues evolutions without opening or modifying tickets, select the read-only group associated to your support group. See the Additional Participant Groups section. If you are several Connect users working on the same project, select your support group so other users can participate and get alerts on the ticket. Select the Nuxeo feature or component your ticket is about. Type as much detail as you can about your environment: your machine configuration including operating system and database, browser, etc. Select what kind of Nuxeo instance is concerned by the ticket: a development instance, a production server, etc. If your Nuxeo Connect account is associated to one contract, only this contract is available in the list. Select the Nuxeo Connect contract associated to your issue. Select the degree of gravity of your issue. Select the version of the Nuxeo Platform your application is based on. Type the detailed description of what you are trying to achieve. Select what kind of ticket you want to create and so what you want to do: ask a question, report a bug or a problem, etc. Select the Support Nuxeo Connect project. ![]()
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