Reporting a bug

Owned by Jess Pietsch (Unlicensed)
Last updated: 27 Feb, 2024 by Marcella Marino
2 min read

There are different ways to report an issue or bug to the SDP community. It depends on the severity of your issue.

If it’s an outage you should log an emergency ticket straight away.

Check if it’s a bug

A bug is an unexpected problem. Your first step is to check if what is happening is expected behaviour in the help centre.

If the behaviour is expected it still might be worth changing. This can be requested through a Feature request.

What to include in your bug ticket

If you’re certain you can't fix a bug or issue without SDP involvement, you should send an official request.

Explain what you were trying to do. For example, list the SDP tool, channel or site were you using when you had the issue

  • Compare the expected with the actual result

  • List steps on how to replicate the problem

  • Include frontend and backend links if relevant. Include a screenshot or screen recording showing the problem occurring if you can. Make sure it’s clear

  • Include any information about time, browser used and whether you were on a home or work system (the office or Citrix) to help pinpoint the problem.

Support ticket template

You may wish to copy and paste this template to help you include all the details.

Background

Is there any background we should be aware of? This could include go live dates or any sensitivities around the impacted page.

Steps to reproduce the issue

Include step-by-step instructions to reproduce the issue. This should include not just what you’re doing, but also things like the time it happened, what browser you’re using and where you are (in the office/on Citrix or at home).

Expected Result

The results you expect to see when going through the steps to reproduce. If applicable include page links (frontend and backend), a design or wireframe.

Actual result

 What actually happened.

Examples

Include example links or references.

Screenshot or video

Take a screenshot or video of the issue. If it’s relevant, highlight the area of concern on the screenshot or video. 

Sites affected

What site or sites are affected that you’re aware of.