How do I submit a ticket for an issue on my site or in the admin of WSM?

It is important to have as much detail as possible when submitting a ticket. This article will help you to know what to include with your ticket.

Issue Replication Checklist

Before Submitting a Ticket:

  1. Clearly Define the Issue:

    • Describe the problem in detail.
    • Provide any error messages encountered.
  2. Check System Requirements:

    • Ensure that your system meets the minimum requirements for the application or service,
    • Confirm your browser is not cached on old code,

Documenting Replication Steps:

  1. Video Recording:

    • Record a video demonstrating the issue.
    • Use a screen recording tool (e.g., Loom, Screencast-O-Matic).
    • Clearly narrate the steps you are taking.
  2. Screenshots, when not submitting a video recording:

    • Capture screenshots at each critical step.
    • Highlight any error messages or unexpected behavior.
    • Save screenshots in a common format (e.g., PNG, JPEG).
  3. Detailed Written Steps:

    • Provide a step-by-step written guide to replicate the issue.
    • Include specific actions taken, buttons clicked, and any data entered.

Format for Submission:

  1. Video Submission:

    • If the video file is small, attach it directly to the ticket.
    • For larger files, use a file-sharing service (e.g., Google Drive, Dropbox) and provide a shareable link.
  2. Screenshot Submission:

    • Attach screenshots directly to the ticket.
    • If there are many screenshots, create a ZIP file for easy submission.
  3. Written Steps:

    • Include the written steps in the ticket description or as a separate document.
    • Use a clear and concise format.

Additional Information:

  1. Environment Details:

    • Specify the operating system and version.
    • Provide details about your browser, if applicable.
  2. Device Information:

    • Mention the device used (e.g., desktop, laptop, mobile).
    • Include device specifications if possible.
  3. Network Information:

    • Note if the issue is consistent across different networks.
    • Specify if any firewalls or security software are in use.

After Submission:

  1. Check Ticket Status:
    • Regularly check the status of your submitted ticket.
    • Respond promptly to any additional queries from the support team.

Note to Clients:

  • Thoroughly documenting replication steps is crucial for a faster and more accurate resolution.
  • Provide as much detail as possible to help our support team understand and address the issue effectively.