Support Team: Steps to logging a new Issue Ticket
Table of Contents
Creating Issue Tickets
Part of the CSG team's responsibilities include creating new Issue tickets. These tickets are typically raised in the following scenarios:
- A bug is identified during support or investigation work.
- An enhancement request is raised to introduce new functionality or extend existing RIO Education features beyond standard out-of-the-box capabilities.
When to Create an Issue Ticket
An issue ticket should only be created after the problem or request has been sufficiently investigated and cannot be resolved through preexisting config changes, data correction or standard support actions.
Before raising an Issue ticket, it is recommended to consult with a member of the Product team to review the identified issue or enhancement. This helps to confirm that:
- The issue is caused by system logic or automation, rather than user error or data inconsistency (Note: Some enhancements may be related to cur down on possible user errors or data inconsistencies)
- The request requires code changes or new automations to be implemented
- The issue has not already been reported and is not currently being worked on by the Product team (to prevent duplicate Issue tickets being created in the Product team's queue)
This step ensures that issue tickets are raised appropriately and helps streamline the process.
Steps to creating a new Issue ticket
On the top right section of the screen, navigate to Global Actions and select New Issue
A window pop-up appears, proceed with the wizard by selecting your type of issue and clicking Next to proceed
The window will redirect to a new form. Fill in the issue form with as much information that will assist the Product team. Refer to the following table below as reference to the different fields.
| No | Field Name | Description |
|---|---|---|
| 1 | Issue Name | Title of the Issue Ticket. Summary of the bug/enhancement in one sentence. |
| 2 | Related Module | RIO Module that is being affected |
| 3 | Affected Components | Select (if relevant) RIO Component that is affected |
| 4 | Category | Defines the type of Issue ticket (Bug/Enhancement/New Feature/Others) |
| 5 | Affect Version | RIO Version of the affected Customer's Instance |
| 6 | Origin | Determines if the request came from customer (External) or from WDCI (Internal) |
| 7 | Issue Description/Notes | Full description of the issue/enhancements. Provide as much context as possible for the Product team |
| 8 | Impact | Defines the impact this issue has on the customer’s day-to-day work. |
| 9 | Impact Notes | Outlines the user pain points caused by the bug or lack of enhancement. |
| 10 | Is Workaround Available? | Checkbox to flag if there is any workaround for the Issue being reported |
| 11 | Suggested Workaround | Temporary steps provided to the customer to bypass the issue |
| 12 | Steps to Replicate | Section to provide a step-by-step walkthrough of how to replicate the problematic system behavior |
| 13 | Affected Customer | Identifies which customer made the request/ this issue is on behalf for |
Once you have filled out and saved your form, a new Issue ticket will be created and its status will be set to Awaiting Review by the Product Team.
Attention on the "Fix for Version" field
While we encourage providing as much detail as possible when creating an Issue ticket, the Fix for Version field should generally be left blank. This field will be reviewed and populated by the Product Team after they have assessed the issue and determined the appropriate release based on scope and priority.
Linking the Issue with Support Cases
While on the Issue record, navigate to the Related tab
Under Linked Case, click new and attach your Support Case to the Issue Ticket.
