Support Requests

Owned by Daniel Vodolazkyi (Unlicensed)
Last updated: Jan 12, 2024 by Nikita Vodolazkyi (Unlicensed)
3 min read

When creating an issue report after finding an error or incompatibility in a software project, it's essential to provide detailed information to help the development team understand and address the problem efficiently.

Here's a template you can use for reporting an issue in GitLab.
You'll be presented with a form to fill out details for the new issue. Here are some key fields to consider:

Screenshot from 2024-01-12 18-19-30.png
New issue form

 

  1. Fill in Issue Details:

    Title: Provide a clear and concise title that summarizes the issue.

    Description: In the description, elaborate on the problem:

    • Steps to reproduce it.

    • Any other relevant information. Be as detailed as possible.

    • Expected behavior.

    • Actual behavior.

    • Issue occurred on:
      OS:
      Graphics:
      Resolution:
      Browser: ( + Version)

      Warning: please create separate issue per each case. The mix of issues cannot be processed until they are split to standalone cases.

  2. Assignee:
    Assign the issue to the 'QA Team' member by selecting username from the "Assignee" drop-down

    Warning: in case you skip this step, the development team will not be notified that the new issue appeared for review.

Screenshot from 2024-01-12 18-33-26.png
Select assignee

  1. Milestone (Optional):

    • If your project uses milestones to organize work, you can assign the issue to a specific milestone. This is optional but can help in tracking progress.

  2. Labels:

    • Select label for environment where the issue happened: Production or stage.
      Warning: The issue cannot be processed until the environment is stated.

    • Apply labels to categorize the issue, such as "bug," "customization," "question" or other relevant labels.

 

  1. Attachments:

    • Attach any relevant files, logs, screenshots, or other documents that can assist in understanding and resolving the issue.
      Warning: In case your description is not enough for development team to understand the situation, the issue will be assigned back to you with request to provide more details.

  2. Submit the Issue:

    • Once you've filled in all the necessary details, review the information to ensure accuracy. Then, click the "Submit issue" or equivalent button to create the issue.

  3. Confirmation:

    • GitLab will confirm the successful creation of the issue. You'll typically be redirected to the issue details page.

  4. Follow-Up and Collaboration:

    • Keep an eye on the issue for any comments or updates from team members. Collaborate within the issue thread to discuss solutions or provide additional information. In case the assistance from your side will be required, development team can assign the issue back to you before have the ability to move forward.
      Warning: Make sure your email notifications are enabled to receive the news about your issue.

  5. Closing the Issue:

    • If the issue is resolved, the assignee or another team member can close it. Provide any necessary details about the resolution in the comments section.

  6. Monitoring and Reporting:

    • As a support agent, monitor the status of the issue and ensure it gets the attention it needs. Use GitLab's reporting features to track and analyze project progress.

Remember, communication is key.
Please provide clear and detailed information to facilitate efficient collaboration and issue resolution within your team.