Ticket Writing Guidelines

Why You Should Read This:

Simply put, more clearly you report your problem, work request or question, the easier it will be for Automation Services to understand and respond to it. These guidelines provide general information on how to compose effective tickets.

The 10 Minute Guide to Ticket Writing:

Enter your e-mail address and password, then press the "Login" button. If you have forgotten your password, leave the password field empty, and press the "E-mail me a password" button instead. You'll receive an e-mail message with your password.
Check to make sure the issue hasn't already been reported:
Use the search page to determine whether what you've discovered is a known, already-reported issue. After all, the issue you're reporting may already be fixed and you will have an answer immediately. If you don’t find your issue during the search, then enter it as a new ticket.
Enter a new ticket:
From your Automation Services Bugzilla main page navigation bar at the bottom of the page, choose "New".
Select a product:
Select the product that you've found an issue with or for which would like to request work. If unsure which product to pick, use "Don't Panic". Once you select a product, Bugzilla will display a form. All fields on the form are required, and include the following:

You specified the product on the previous page, so it can't be changed here. If you've picked the wrong product, you may use the back button or simply click the "New" link again. No ticket is created until you complete the first form.

Pick a component you have found an issue with, want work performed on or have a question about. If you are unsure which to pick, click on the component link to see a description of each component. If still unsure, choose the "Other" component.

Ticket Type:
Fix me! (bug) - You've found a bug that needs to be fixed.
Request - You need work performed.
Information - You have a question.

Give a short summary of the bug, work request or question. A good summary should quickly and uniquely identify a ticket.
    • Bad Summary: "Horizon crashes."
    • Good Summary: "Horizon crashes when 690 field added to a new bib."

Provide a detailed description of the bug, request or question. Be as specific as possible and include the station ID of the computer from which you were working, when applicable. (The station ID is in the upper left-hand corner of the monitor). Let's say the application you're working in is Horizon and you've run into a snag. Horizon crashed while you were cataloging a book and you want to write up a ticket report:
    • Bad description: "Horizon crashed. I was cataloging at the time."
    • Good description: "Horizon crashed when I opened a new record in the MARC editor and tried to add a 690 field to the bib record. I reopened Horizon and tried a different bib record. The same thing happened again. There were a couple of error messages that came up as it was shutting down. I have included them as attachments to this ticket. I was working on chstf15."

You're done!
After double-checking your entries for any possible errors, press the "Commit" button and Bugzilla will add your ticket to the database. Bugzilla will then display a second form where you can make changes to the ticket, add attachments, include cc list members, etc. Please remember to press the "Commit" button, otherwise your ticket will not be saved!

Providing Additional Information - The Second Form:

Once you press the "Commit" button, Bugzilla adds your ticket to the database and displays a second form. No entry is required on this form, but at times you'll need to specify additional information here. Fields displayed on this form include:

Ticket #:
The ticket number.
The date and time the ticket was created.
The date and time the ticket was last updated.
Current status of the ticket.
Once resolved or closed, displays the ticket's resolution.
Who reported the ticket.
Assigned to:
Bugzilla will automatically assign new tickets to both Automation Services staff members. Once they determine who will actually handle the ticket, the "Assigned to: field will change to reflect this.
Add CC:
Add additional staff members who should be notified when this ticket changes.
Current staff members who will be notified when this ticket changes.
The product for this ticket. Changing the product will generally require changing the component. Bugzilla will let you know when this is the case.
The component for this ticket.
The version for this ticket's product and component. With the exception of Horizon and HIP, most products won't have version numbers. You may select a version number if one is available.
Ticket Type:
The type of work being performed by Automation Services - fixing a bug, general work or answering a question.
The ticket's summary. This may be updated during the ticket's life to more accurately reflect the issue.
Additional information in the form of screen captures or other documents.
The ticket's original description.
All comments added to this ticket, displayed in chronological order. This section forms an electronic "paper trail" of the ticket. Comments may be added at any time by the reporter, assignee or other staff member. Use the "Add Additional Comments" box (next) to add a comment to the end.
Add Additional Comments:
You may add additional comments pertaining to the ticket here. They will be displayed in order at the end of this form.