You are here: Home / How To / How to Log Support Issues

How to Log Support Issues

Quick How To for clients to Log Issues successfully on the WebTide Issue Tracker

 

Note: This Issue Tracker is used for all WebTide projects and their clients, but can also be made available to interested parties on a Software-as-a-Service (SaaS) basis. If you would like to find out more, please email Mike

The WebTide Issue Tracker can be reached at: http://support.webtide.co.za/

Table of Contents:

1 Logging In
2 Your Issues
2.1 Creating a New Issue on the tracker (online)
2.2 Creating a New Issue by email
2.3 Responding on Issues on the Issue Tracker
2.4 Responding on Issues by email

 

1 Logging In

As part of your support contract, you should have received access details for the support tracker, if you have lost the access details, or would like to request one, please email Mike.

 

Screen shot of WebTide support tracker

 

 

 

 

 

 

 

 

 

 

  • Login:
    • Login: as provided by WebTide
    • Password: as provided by WebTide or the one set by the user once logged in.
  • Register: If you want to register for the trackers, you can fill in the following form:

    Screen shot of a the registration page for Roundup, WebTide issue tracker.
    • Name: your full name (first name & surname)
    • Login Name: enter a login name you want to use to access the issue tracker
    • Login Password: enter the password you want to use to access the issue tracker
    • Confirm Password: confirm the password entered before
    • Phone: enter the phone number you can be reached during office hours
    • Organisation: enter the name of the organisation you belong to for the purposes of this tracker.
    • Email Address: enter the email address you want to receive notification from the WebTide issue tracker
    • Alternate Email Addresses: enter any additional email addresses that you want WebTide to contact you on.
    • Register: Click register once all mandatory fields have been completed.
  • Lost your login?
    • It often happens that you lose your login & password, in order to retrieve your credentials, click this link and the following screen will appear:

      Screen shot of Roundup forgot login, WebTide Issue Tracker
    • Email Address: Enter your email address that was used to register your account, or alternatively
    • User name: use your user name to retrieve your password.

The Issue Tracker will then send you an email with your password details.

 

2 Your Issues

Once you are provided with access details and issues have been added to the tracker, upon logging in you should see a list of issues. If this is not the case, please contact the person that provided you with access details for assistance.

2.1 Creating a New Issue on the tracker (Online)

When clicking on 'Create New' on your Issue Tracker's left-hand menu, you'll see the following screen:

 

Create new issue in roundup, WebTide Issue Tracker

 

  • Title: Provide a title to the Issue / Bug / Feature Request you have encountered, please make sure it is as descriptive as possible.
  • Priority: Select the priority that you want to assign to your issue.
    • Highest: The issue is critical, I cannot use this function and there is no workaround.
    • High: The issue is important, I cannot use this function but there is a workaround.
    • Normal: The issue is not important now, I cannot use this function but there might be workaround.
    • Low: The issue is not important, I cannot use this function but there might be a workaround.
    • Lowest: The issue is not important, but I want to keep the issue on record.
  • Status: By default once the issue has been created, it will be set to 'unread' until an issue has been read or assigned to a WebTide staff member.
    • unread: This is the default state of an issue that has been submitted, but not yet acted upon.
    • deferred: This is the state of an issue that is deferred to a later date.
    • chatting: This is the state of an issue while being replied to.
    • need-eg: This stage means: Need example. generally this would mean that the submitter should provide an example to allow support to replicate this issue.
    • in-progress: The issue is in progress, i.e. it is being dealt with.
    • testing: This status means that the development or patch has been released to client and is ready for acceptance testing.
    • done-cbb: okay for now, but could be better
    • resolved:The issue is resolved and closed. This is generally done by the submitter or client responsible
  • Project: If you are listed against 1 project, this field will not be visible, alternatively if you are listed against multlple, select the project you want tom log the issue.
  • Issue Type: select which issue type you are logging.
    • Bug: This means that an error is occurring which hampers normal operation
    • Feature Request: This is a request for additional functionality that is requested.
    • Support: Any other support request that does not fall within the previous categories.
  • Superseder: enter the number of the issue that superseded the new one logged. Clicking on (list), will show you a pop-up with all issues against your project(s).
  • Nosy List: Members of the Nosy List are sent an email when changes are made to this issue. By default all WebTide staff and the issue submitter will be included, but you can also add more users by either typing in the user name or select it from the list by clicking "(list)".
  • Assigned To: this field shows to whom the issue is currently assigned to. Note: once WebTide deems an issues resolved, the issue will be assigned back to the issue creator or to the project's responsible for closing issues.
  • Keywords: this field can be used to add specific keywords to the issue, you can enter them by entering in the field provided or by clicking (list)
  • Change Note: use this section to provide as detailed a description as possible about the following:
    • What were you doing just prior to the issue occurring?
    • What is the URL (full web address) where the issue occurred?
    • What exactly is the issue / error message?
    • Can you provide the URL (full web address) of the issue / error message?
    • Can you provide a screen shot of the page with the issue / error message?
    • Can you describe what should have happened, had this issue / error not occurred?
    • Can you specify the Internet Browser and if possible its version you were using when the issue / error occurred?
      • Can you specify the Operating System and its version you were using when the issue / error occurred?
    • Does this issue occur on other Browsers / Operating Systems?
  • File: If you want to add screen shots or files, please use the Browse... function to upload them. Note that the file uploader only allows 1 file at a time, to upload multiple files, add them one by one.
  • Submit New Entry: Once you've entered all the required fields, click this button to submit the issue.

 

2.2 Creating a New issue by email

The issue tracker also allows you to submit new issues directly by email, you can send it to support@webtide.co.za. The Subject of the email will become the Title of the issue.

Setting Properties by Email
The e-mail interface also provides a simple way to set properties on items. At the end of the subject line, propname=value pairs can be specified in square brackets, using the same conventions as for the roundup set shell command.

For example:

  • setting the priority of an issue:
    • Subject: Re: [issue2] the coffee machine is broken! [priority=high]
  • adding yourself to a nosy list:
    • Subject: Re: [issue2] we're out of widgets [nosy=+richard]
  • setting the nosy list to just you and cliff:
    • Subject: Re: [issue2] we're out of widgets [nosy=richard,cliff]
  • removing yourself from a nosy list and setting the priority:
    • Subject: Re: [issue2] we're out of widgets [nosy=-richard;priority=low]


In all cases, the message relates to issue 2. The Re: prefix is stripped off. Note also that '=+' means adding, and '=-' means removing.

 

2.3 Responding on Issues on the Issue Tracker (Online)

To respond to an issue, you can login to the Issue tracker, select the issue you wish to respond to, and enter your reply in the 'Change Notes' fields, and make any changes to the other fields (like Status and Priority) and click 'Submit Changes' to post your response. You can also upload file and images.

 

2.4 Responding on Issues by email

Once registered and linked to a project, you will start receiving activity emails from the Issue Trackers, if you wish to respond to an existing issue, you can reply to the emails and your response will be added to the issue, please make sure you don't change the subject of the email and that it is addressed to support@webtide.co.za.