1. Let us know if you can replicate the bug, consistently, occasionally or not at all.
- I can reproduce the bug by following these steps
- I can normally make this happen, but sometimes…
- This only happened once but, I'm worried it could happen again…
- Reporting a bug
Have you turned it off and on again? Start at the simplest issue and go from there.
At Web Engineer I look after a wide range of sites, from the single brochure style site for a boutique hotel to the more complex, which require consistent data and content updates.
Occasionally the customer can encounter a bug where a part of the site isn't working the way it should; these things do happen from time to time, normally as a result of a change or site update.
If you're in a situation where you're in the office and need support, think about how you would provide us with information. Here's a good and bad example of how to write the subject line of the Helpdesk message your busy support team:
- GOOD - Clicking the [home] button on page 2 causes error 500
- BAD - Random crashing
Always think about how you would describe the issue in as few words as possible and quickly and uniquely identify what the bug is, why do this you ask? Well, it helps explain things clearly. Even if you're not an expert a few extra words to explain what you see helps your support identify what the problem is.
Follow these steps
2. Clearly outline the steps to reproduce the bug. E.G
- Login
- Go to clothing
- Click on product A
- Observe the error screen
3. Outline the expected result and the actual result (what's meant to happen vs what actually happened)
- Expected result: Display the nice product.
- Actual result: Takes me to [URL] and displays an error message (see attached screenshot)
4. Include any other asset or information you think may help
- Including screenshots to help demonstrate errors
- Include URLs where the problem is occurring or of the error page
- Any warnings displayed
- What browser you are using etc.
By following these few steps you should now have created a short precise bug report that enables us to understand your problem and get onto fixing it. So, as a summary, here are my three golden rules to consider the next time you need to report a bug to us
- Be precise - explain what the issue is
- Be clear - explain how to reproduce the bug step by step
- Only include one problem per report.
Raise your issue
Select the product or service you want to raise an issue for. If you are one of our clients, login to our tracker and raise the issue.
If none of the below apply, you can get in touch on the contact page.
Report a bug on our tracker
You're one of our clients and have an issue. Login to our tracker and create a new issue.
Web Engine Sentry
Use the support form on the we360 cloud documenation site if you have an issue with Sentry.
Tyre Pressure
Use the support form on the Tyre Pressure page if you have an issue with the iOS and Android app.
Video callout
Use the support form on the Video callout page if you have an issue with the plugin.
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Exeter, Devon, United Kingdom