Raise a Bug
Raising a Bug in 3t Transform Help Centre
To raise a Bug, you must be in the 3t Transform Help Centre Portal - https://3tenergy.atlassian.net/servicedesk/customer/portal/2
Please select the ‘Report a Bug’ option
When raising a bug, the ticket should provide enough detail so the team can follow the steps to recreate the bug in the system. It’s important to provide enough information as possible so the team can investigate it and resolve the issue.
Please provide the below information when creating the ticket so the Customer Excellence Team and can investigate this issue:
Field | Details |
Summary | This should be short and to the point. A very brief summary of the issue. |
Description | A much more in-depth description of the issue, with as much information as the user can provide to show how they discovered the bug. Include any specific user or role the issue has occurred with. Include re-creation steps so the team can successfully re-create the bug you’ve raised. Include the results you are getting within the system and then explain what the results need to be. |
Browser | The browser the issue is found on. E.g. Chrome, Edge etc |
URL | A link to the page or pages the issue occurs on. |
Product | Which Transform product has the issue. |
Attachment | Provide attachments to support your issue. Screen shots or images of the issue are very helpful when looking at the issue. |
Priority | Set the priority depending on which category the bug falls under |
Bug severity
The priority of the bug is determined by the severity of the issue and the impact it’s having on the client and their business. The definitions of the severities are shown below, it’s important all members of the Customer Support team are aware of these different categories so tickets can be escalated appropriately.
It is important that the severity of a bug is correct against a ticket for reporting reasons.
Severity | Description |
|---|---|
Critical | Critical bugs should only be raised if the system is unavailable during normal operating hours. Typically, an infrastructure issue causing an unplanned interruption making the services unavailable with no work around. Critical bugs must be raised in the Transform Support Portal using the ‘Report a Bug’ option, the priority for a critical bug must be set to ‘Highest’ Once the issue has been raised as a critical bug, the reporter is advised to also contact Transform via telephone to inform them a critical bug has been raised, to provide any additional information and to ensure that Transform can address the issue as rapidly as possible. The contact number for critical bugs is:
|
High | Bugs should be set to a high priority if an unplanned interruption occurs that makes some functionality un-available during normal working hours but there is a work around available. Bugs with a high priority should be raised in the Transform Support portal using the ‘Report a Bug’ option, the priority should be set to ‘High’. |
Medium | Bugs should be set to a medium priority if services are unavailable for a single or small percentage of users, where system functions are not working and impairing use during normal operating hours. Bugs with a medium priority should be raised in the Transform Support portal using the ‘Report a Bug’ option, the priority should be set to ‘Medium’. |
Low | Bugs should be set to a low priority if a cosmetic or inconvenient fault which does not impact the operating efficiency of the product or the use of the product. Bugs with a low priority should be raised in the Transform Support portal using the ‘Report a Bug’ option, the priority should be set to ‘Low’. |
Definition of Ticket Statuses
When you’ve raised a ticket, you will notice that there is status assigned to it. The status will show what stage of the process the ticket is at.
Status | Description |
|---|---|
Open Issue | The ticket has been raised but there has been no action taken yet |
Under Investigation | A member of the team is looking at your ticket and is carrying out an initial investigation |
Awaiting Client Info | A member of the team has looked at your ticket but requires more information from the requester |
Raised with Development | The support team have completed their investigation and require assistance from the development team to close your request. A development team has been raised for one of the developers to look at. |
Fix in Place Awaiting Release | The development team have completed their development work and it will be in the live site on the next release |
Client Sign Off | The fix has been released and the team are waiting for the requester to confirm their issue has been resolved. Tickets will only be in this status for 7 days and if no response received to confirm resolution then the ticket will be moved to closed/resolved. |
Closed/Resolved | The issue has been resolved and there is no further action required |
Response & Action Timescales
This is an extract from Service Level Agreement (SLA)
Required Actions
There are 3 main actions that must complete for every ticket that is raised from the portals.
Action | Description |
|---|---|
Response | A member of the team must respond to the requester/reporter on the ticket raised within the set timescales to acknowledge the query and inform them that it’s being reviewed. |
Review | A member of the team must investigate the ticket raised and go back to the requester/reporter with a the next steps or the action that has been taken within the set timescales. The could be a number of things such as raising a development ticket, a link to a user guide, arranging further training sessions etc. |
Resolution | A member of the team must resolve the ticket within the set timescales, giving the report/requestor a solution so the ticket can be closed. |
Timing of Actions
Listed below are the types of issues that can be raised and timings of when they will be dealt with as per the agreed SLA’s.
The timescales listed are working hours/days
Type | Response | Review | Resolution |
|---|---|---|---|
Critical Bug | 30 mins | 1 hour | 4 hours |
Bug – High | 3 hours | 1 day | 3 days |
Bug – Medium | 3 hours | 1 day | Included in next available release |
Bug – Low | 3 hours | 1 day | Included in next available release |
Working Hours (Time zone = GMT (Greenwich Mean Time))
Day | Opening Time | Closing Time |
|---|---|---|
Monday | 08:00 | 16:00 |
Tuesday | 08:00 | 16:00 |
Wednesday | 08:00 | 16:00 |
Thursday | 08:00 | 16:00 |
Friday | 08:00 | 16:00 |
Saturday | Closed | Closed |
Sunday | Closed | Closed |