Submitting a potential bug to support is not as simple as it sounds. You cannot just say a certain problem exists and expect it to be submitted to development. We have certain internal procedures and policies that must be followed for anything to get sent to development. So before submitting a support ticket as a potential bug we ask all of you, our clients to do a few (5) things first.
Requirements for Submission
- Search on OSKAR for your issue. For assistance in getting the results you would like follow: Searching on OSKAR
- If you cannot find it by searching go through each category, this system is far from perfect and constantly being updated. Maybe you did not have the correct terms for OSKAR to find what you were looking for but still exists here.
- If you have done both of the previous bullets, then try to do whatever you were attempting to do again. Maybe it was just a weird glitch. If you can get it to happen a second time then we will need you to write out all of the steps you took in getting that error. Sometimes if we do not repeat things in the same exact order we are unable to recreate it.
- If it has an error message we need a screen shot of it. So either use your snipping tool, print screen or whatever image snagging program you like to use and get us an image of that error.
- Two words: LOG FILES. It does not matter if the issue shows up in the log file or not. These log files can help both support AND development better understand an issue and the full depth of it. Even if you do not think they are necessary we need them for our internal procedures and policies. So what log files do we need?
- If it is an issue involving the dashboards as Viewer, Builder or Admin we need the file found: http://yourdomain:6700/idashboards/admin System -> System Logs OR directly from the server located: C:\Program Files\iDashboards_SRV\ivizgroup\logs file: idashboards.log
- If it is an issue involving the Data Hub application as an Admin or Data Admin we need the file found: http://yourdomain:6700/idbdata System -> Logs OR directly from the server located: C:\Program Files\iDashboards_SRV\ivizgroup\logs file: idbdata.log
- If it s an issue involving the Scorecards application we need the file found: http://yourdomain:6700/scorecard System -> Logs OR directly from the server located: C:\Program Files\iDashboards_SRV\ivizgroup\logs file: scorecards.log
- Please Note: If you do not follow the instructions on the log file settings from the article, System Logs: Obtaining and Sending Log Files we will ask you to get one utilizing those instructions.
- Then copy those steps your wrote down in 3, any screen shots from 4 and log files from 5, and send them to the Support Team.
After the Ticket is Received
- Once the ticket is received we will respond and once someone from the Support Team has had time to analyze it, and attempt to re-create the issue, we may reach out for more information, or to connect. Sometimes we connect with clients to gather more information in ways it is difficult to instruct, and sometimes we connect because we are able to resolve the issue. Know that connecting with support will not always resolve the issue.
- If we have all of the above information, are able to recreate the issue and/or have other clients with the same issue that also have been thoroughly investigated we will go through the process of filling out a bug report to submit it to development.
- Once the bug report is completed and all the appropriate internal procedures and policies have been followed it might be submitted to development. Know that just because an issue is submitted to development, it does not mean it is for certain a bug.
- If it is not considered a bug by development either: it will be an environmental issue that you will need to resolve on your own, the Support Team may gather more information to see if it is still a possible bug once we have enough information or support may ask someone else from the team to join on a call to see if they are able to gain any further understanding of the issue. If new evidence of a possible bug is obtained we will start back at step 2 under After the Ticket is Received.
Frequently Asked Questions
- Why would we have multiple support staff on a call?
- We need an extra set of eyes because we missed a detail necessary to further this as a possible bug
- We need someone with a set of skills that we do not have ourselves
- We need someone else to take over the investigation, but we are able to learn from what they are able to show us
- Do I need to keep contacting support after they have submitted a bug report?
- No, we will contact you as soon as we have more information on the issue, just know that does take time within our own team, before it is even handed off to development so it may not be a quick response.
- However, you can ask if we have an approximate timeline, but understand it may change as there are many things we do not have control of during this process.
- It is not considered a bug by the development team and it is not an environmental issue, but were told it is working as intended what does this mean?
- It means, that the software is working as development expects it to and they have stated that it is not a bug.
- Please know that the Support Team is not able to change this decision, even if they disagree with the decision made by the development team. We can discuss it with the Director of Technical Services to see if they have any further suggestions we can make.
- What doe sit mean to be an environmental issue?
- There is something particular about your exact setup that is causing the issue, we have no understanding of your internal structure or technical setup, so there is minimal assistance that can be offered by Support Services.
- So what can I do to change this?
- Submit a Feature Request
- Are Feature Requests really read and taken seriously?
- Yes, we read every one. We may not always comment on them but we do read them all.
- Development does get a lot of suggestions that they do put into the products.
- Know that feature requests are just that a request. The development team has a particular time line they must follow to get new products made and updates out in a timely manner.
- When they add a feature request it is because they are able to do so while still maintaining on schedule for the timeline they must closely follow.
- Occasionally, something will get pushed out further, but know their timeline rarely changes.
Please know that the Technical Services and Development Teams are doing everything they can to help you be successful making products that increase your productivity and give services that are fantastic. Sometimes we fail to meet your expectations or even our own, for those few times we are truly sorry, and know that we are doing everything we can to help you be successful.