How to report a bug

1. Open a new window in Chrome

• Why is this important? If you’ve already reproduced the bug in your browser, it’s important to preserve that window in case you’re unable to reproduce the bug again in the steps below. Opening a new window ensures that you and the Product Team can still reference the original bug/error if needed.

2. Set up your browser

• Open the developer tools (Command + Option + c).
• Go to the network tab in the developer tools and then reload the page (Command + R).
• Go to the console tab in the developer tools.
• Unsure on how to open the developer tools? Check this article with steps for the most common browsers.

3. Reproduce the bug

Try to recreate the issue on your computer. For example, for Dashboard issues you might go into the company’s Dashboard as an FH Admin. Or, if the issue is being seen by online customers, open a private window and try to reproduce the issue as an anonymous user. Look for a console error (red text in the console).

4. Report bug in Slack

• Go to the product bug report form.
• Add as much context and information to the corresponding fields, add attachments at the bottom, and submit the form.
• The form submission will send a Slack message to #bug-reports for follow up.
• Someone on the @qa team will get back to you in a timely manner depending on the urgency of the bug.

If you were able to generate an error in Step 3 above, please also provide the following:

• Steps you took to reproduce the issue.

• Screenshot of your entire screen, including the console error and URL:

  1. Expand the console error using the toggle on the left. The expanded console should look something like this:

     

  2. Take a screenshot of your entire screen and copy it to your clipboard (Control + Command + Shift + 3).

  3. Paste in Slack (Command + V).

     Please do not post screenshots or text with real credit card numbers anywhere, ever. If the screenshot you’re taking includes credit card information, please find a way to obscure or remove it so it doesn’t live on your computer, email, Slack, Zendesk, or anywhere else.

• Network response text

  1. Go to the Network tab in the developer tools.

  2. In the Name column, click on the most recent error (look for red text with a status between 400 and 599).

     

  3. Go to the Response tab in the developer tools and copy the entire text.

     

  4. In Slack, create a snippet and paste the network response (to create a snippet, click the plus sign to the left of the text area and select Code or text snippet).

To report a mobile bug, please do your due diligence with troubleshooting and follow same First Steps above. The steps in this section outline additional information that needs to be provided for mobile app bugs.

This is for issues unique to the FareHarbor mobile app. If the issue occurs on our desktop product, please use the normal bug reporting workflow.

Reporting the bug in Slack

1. Go to the product bug report form.
2. Add as much context and information to the corresponding fields, add attachments at the bottom, and submit the form.
3. The form submission will send a Slack message to #bug-reports for follow up.
4. Someone on the @qa team will get back to you in a timely manner depending on the urgency of the bug.

Example Submission

• 1. Which Operating System?

  Choose iOS or Android

• 2. Device Operating System Version:

  • To locate on iOS: Open device Settings > General > About > Software Version
  • To locate on Android: Open device Settings > (System) About Phone > About Device > Android Version

  Example: 14.4.1

• 3. FareHarbor App Version:

  To locate in App: Open app > Tap the gear symbol > located at the bottom of Settings screen.

  Example: 2.7

• 4. Device type and name:

  It is useful to understand if the bug is happening on tablet or on phones.

  Example: Apple iPhone 11s or Samsung Galaxy S20

• 5. Network connection:

  This information is not required, but helpful in our troubleshooting. Please include any details regarding spotty internet connection, offline, connected to wifi etc.

• 6. Company Shortname

• 7. What user is experiencing this?

  It is helpful to know if the issue happens for a specific permission group. Please provide the username associated to the person that is experiencing the issue.

  Do not post passwords in Slack. If you need to provide the QA team with a username and password, that information can be transferred securely via Keeper. If the password is for an FH Dashboard, Admins can reset user passwords so there is no need to share dashboard passwords.

• 8. Explain bug:

  What actions was the user trying to perform? Tell us what is happening, steps how to make it happen, etc.

• 9. Explain how do you expect this to function.

A member of the Product team will review the report in #bug-reports, ask any clarifying questions, and attempt to reproduce the issue. If it can be reproduced, a ticket will be filed for the Tech & Product Team. If it cannot be reproduced but more investigation is needed, a ticket will be filed.

Please note: When a bug ticket has been filed, it will be prioritized based on its level of impact and severity. Not all bugs will be addressed right away. A member of the Product Team will provide an update in the Slack thread when the bug has been fixed.

If you want to see the latest updates for a reported bug, you can search the Bug Backlog below by reporter name, company shortname or issue name. You will then also find the slack thread in the records. You can also search the #bug-reports channel.