Please use this guild to ensure required details are included when opening any ticket. This helps resolve issues quicker!
The following fields are required
Summary: enter a summary (1 sentence or phrase) which describes the issue - state the problem not the solution.
Background - usually a "story" about what's going on – did something recently change etc.
Include screenshots, files and any policies, quotes, or users affected (Both the quantity and actual users)
Include the following sections in the ticket description:
Steps to Reproduce - provided by the customer, these steps are a list of actions that must be done in Policy Managment to demonstrate and recreate the problem.
Expect Results - what the business expects to happen at the end of Steps to Reproduce. It is often a good idea to research old requirements to make sure customer expectations match internal expectations (what we designed).
Actual Results - what system is actually doing at the end of Steps to Reproduce
Special Case: Exception errors should include date and time that error occurred.
- When did the problem start?
- How many Internal users are impacted?
- How many external agents/insured are impacted?
- Steps to reproduce the issue is required for every ticket!
- "Exception is thrown when [the event that causes error]."
- "[Blank] is not working"
- ‘Please fix [Blank]”
- I got blank error
Environment - select the environment(s) in which the bug was found (or can be reproduced) with version number if possible.
Priority: Select the priority of the support ticket. For assistance with determining the priority, please see our guide "How do I determine what Priority my support issue is?" in our General FAQ page.