Page Comparison

...

• • If this ticket is related to a specific user, transaction number, or record please include the identifying information in the ticket.
    Below are examples of specific records and the identifying information.
    

    USAS	USPS	Inventory
    PO Number	Employee Number	Tag Number
    Invoice Number

    Payroll Item Code

    Employee Name	Asset Class
    Check/Reference Number	Payroll Item Code	Location Code
    Account Code	Check Number	Fund

    
    

• Reports

  • If this ticket is related to a specific report, please include the report name and/or attach the report(s).

  • If the report can be re-generated, please include you are referring to specific totals on reports, please attach a copy of the report with the Report Options page.Page
• Errors
  • The error detail/stack trace is usually a long technical message. When reporting an error, this can be extremely helpful in locating the cause of the reported issue.
  • If the error message has a double-arrow icon, click this to expand the full error detail and copy/paste into a .txt or word document and attach it to the ticket. 
    
    
  • If the district encountered the error and the entire error message was not captured at that time:
    • Recreate the error in a test instance to capture the full error detail and copy/paste into a .txt or word document and attach it to the ticket. 
      OR
    • Discuss with the district what time they received the error. Navigate to System > Monitor > App Log and use that information to locate the record of the error. Locate a row for the error, click directly on the row to open the detail view and copy/paste the data from the Exception Detail box into a .txt or word document and attach it to the ticket.
      

...

• General Information (see above) District Name, Time Sensitive, Record Specific Information, Reports, Errors
• Question: Please include a summary of the situation/question.
  • Include the specific page, program, or report in the software your ticket is related to
  • If this ticket is related to specific records include the identifying information in the ticket
  • If you have screenshots that illustrate the issue , please attach those to the ticket
  • If you are referring to specific totals on reports, please attach a copy of the report with the Report Options PageIf the question you are including is copied directly from the district’s email/ticket to you, please include additional information on what you’ve looked at so far

...

• General Information (see above) District Name, Time Sensitive, Record Specific Information, Reports, Errors
• Description of the Issue: Please include a detailed description of the behavior that the user is experiencing. 
  • Include which specific page, program, or report in the software is impacted
  • If this ticket is related to specific records include the identifying information in the ticket
  • If you have screenshots that illustrate the issue, please attach those to the ticketIf you are referring to specific totals on reports, please attach a copy of the report with the Report Options Page
  • If the bug report you are including is copied directly from the district’s email/ticket to you, please include additional information on what you’ve looked at so far
• Recreate the Issue: Discuss with the district and take note of the actions they took directly prior to receiving the error or encountering the issue. We recommend creating a test instance of their data to try to reproduce their issue. Issues that do not require database changes (ex. running a report) may be recreated in their live instance.
  • If you can successfully reproduce the issue, please include an example with the steps to recreate in the ticket.
  • If you are unable to recreate the behavior reported by the district, please include a summary of the steps you’ve attempted.

• Determine if this is specific to a district or user: If you are able to recreate the behavior in a test instance, take note if it only happens with the user that reported or if you were able to get that same behavior with another user. 
• In a situation where multiple districts are reporting a bug at once, include the name of all districts and if there are any similarities/differences.

...