How to report issues

Created by Helmut Lindel
Last updated Aug 18, 2020

Unfortunately from time to time things might not work as expected for you on WV United. This can have multiple reasons, such as wrong/missing configurations, missed dependencies, or actual errors in code. We try to resolve problems for you as fast as possible. You can find out how we decide on bug priorities under https://wvunited.atlassian.net/wiki/spaces/WV/pages/278331398/Criteria+for+bug+priorities.

Where to report a bug

Please report a bug under https://www.wvunited.org/support. Here you can also find helpful documentation that might enable you to solve the problem on your own - this is usually the fastest way .

Alternatively you can also report a problem by sending an e-mail to support@wvunited.org.

If you report a critical error (e.g. your site is down), please make sure to ping us in your office’s country channel using the @here mention in addition to the above-named channels.

How to report a bug

You can help us to resolve an issue more quickly by providing relevant information about the problem from the start.

Please make sure your bug report includes the following information:

  • A description of the issue you are experiencing

  • A step-by-step guide on how to reproduce the issue

  • Your browser details. Ideally copy a link from https://whatsmybrowser.org

  • URLs of the pages where the issue occurs

  • Full-screen screenshots (including the URL part) of the page where the issue occurs

  • Information on your user state. Please let us know if you were logged in as an admin (and which user you were using) or if you were visiting the page as an authenticated/unauthenticated user.

Thanks for helping us resolve issues quickly when they occur!

Bug communication protocol

Bugs are handled by WV United through the service desk under https://www.wvunited.org/support. The reporter will be notified of status changes and is considered the point of contact in the office.

Communication outside of this workflow depends on https://wvunited.atlassian.net/wiki/spaces/WV/pages/278331398/Criteria+for+bug+priorities. For low and medium category bugs we assume that communication within the service desk workflow is sufficient.

If a high or highest category bug concerns more than one office, we will communicate in the wv-utd-offices Slack channel. Our communication will be timely, we will communicate the frequency of our updates and we will stick to this frequency. In these cases we will streamline communication through the offices channel, there will be no separate updates to individual offices.This might mean that an update just says ‘there are no news, we will come back to you in an hour’.

If a high or highest category bug concerns one cloud plan office, we will communicate in the country’s Slack channel. Our communication will be timely, we will communicate the frequency of our updates and we will stick to this frequency.

If a high or highest category bug concerns one self-managed plan office with own development resources, we will communicate in the dev-team Slack channel to make sure all developers are on the same page. In this case the country’s developers will work together with WVI developers to resolve the issue. There will be absolute transparency to the office about the resolution, so we will not give separate updates.