Jira Bug Ticket Creation

Cody Darr Updated by Cody Darr

This document provides the formatting that will be used for bug ticket creation in Jira. These standards will be used specifically for the Education Galaxy Integrated Experience Project (Progress Learning). As a reference for the look and feel of bug tickets, EGSIX-3443 can be used as an example.

Bug Ticket Title

The title of the bug ticket needs to be clear and concise. The area in which it is affected should be the leading verbiage, followed by the description of the issue. Ex: Assessment/Assignment Center, Progress Report, Student Dot Rank, Assignments, Liftoff, Study Plan, etc. It needs to give an overview of the issue without being too long. There are two parts to the title.

  • The area in which the issue is occurring. This will be added on the left side of the dash.
  • The bug title, which is on the right side of the dash. Remember this is an overview and not a detailed description of the issue. Keep it “short and sweet.”

Ticket Description

The ticket description is where all pertinent information will be detailed. The ticket creator must provide a detailed explanation of the issue which must include:

  • Where the issue is occurring. (Ex: Assessment/Assignment Center, Liftoff, Study Plan, Progress Report, etc.)
  • The exact issue that’s occurring.
  • Detailed steps to reproduce the issue.
  • If possible, provide a screenshot and/or video of the issue. Please place these in the Description. Avoid placing attachments in the Comments section. 
  • If you are receiving 403, 404, 500 errors in your Inspect Element console, please provide a download file of the .HAR data in the ticket, as well. On your keyboard use the OPTION+COMMAND+i keys and you will see the below screen appear on the right side of your screen. Navigate to the Network tab and follow the red arrows depicted below and a .HAR file will be downloaded to your computer. You can then attach that file into the ticket description.

If user credentials need to be provided, only provide the Account IDs and Usernames. Refrain from placing passwords in the ticket descriptions.

Assignee and Sprint 

When a new Bug ticket is created by Support, it should have Cody Darr marked as the Assignee. All new Bug tickets should be placed in the Defects Sprint. 

When a new Task, Story or New Feature ticket is created, it should have Tiffany Dillon marked as the Assignee.

When an issue is created, all other feature, story, task and/or bug tickets that are associated with the issue should be linked. There are three ways to link other tickets to an issue.

  1. When the ticket is being created, there is a “Linked Issues” section. Users can specify how the ticket is associated with the issue in the first dropdown. They can then select the associated ticket from the second dropdown.

Example: Link Ticket During Issue Creation

  1. Or you can link tickets using the Link issue button located at the top of any ticket underneath the Title.

Example: Link Issue Option Under Ticket Title

  1. Once the link issue option is selected, a section will appear at the bottom of the ticket right above the Comments section. Users can then specify the ticket association and select the corresponding ticket.

Example: Link Issue Option Above Comments Section

Environment & Priority

Environment

This field provides which environment(s) is affected by the issue. Currently we have two environments for reporting bug tickets found in Progress Learning which are Prod and QA. Support created tickets should always be categorized in the Prod environment. Unless you are testing for validation by direction from someone from the R&D, QA or Product Team on the QA site.

  • Prod = Production/Live Site
  • QA = Quality Assurance testing pre-release to Prod

Priority

The priority of the bug tickets will determine the urgency in which they must be resolved. Below are the guidelines/criteria to follow for setting the bug ticket priority.

Lowest

This priority is for issues that have the least urgency of all of the priorities. These issues don’t hinder the functionality of the feature and have little to no impact on the progress of the feature. 

Low

This priority is for issues with the second least urgency of all of the priorities. These issues are considered minor problems or have easy work-arounds.

Medium

This priority is for issues that need to be resolved sooner than later. These issues have the potential to affect the usage of the platform. 

High

This priority is for issues with the second most urgency of all of the priorities. These issues are serious problems that could block the usage of the platform.

Highest

This priority is for issues that have the most urgency of all of the priorities. These issues are problems that will irrevocably block the usage of the platform appropriately. 

Post Creation

After you have created your ticket, you will see a pop up in the lower left corner of your screen that tells you your ticket has been successfully created. You will want to click on ‘View Issue’ and open the ticket. 

Don’t worry if you do not click ‘View Issue’ right away. You can use this Jira ticket filter to find it again - should you forget. 

Once you are back in your ticket, you will want to update the Status from Backlog -> Open.

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