There are many times where support tickets come through which a user explains to you a bug that they are experiencing in their system. There are also instances where you are clicking around and notice that something is not working quite right or something looks bad. When these instances happen you will need to create a ticket in our EHR project so that the dev team can fix it.
 

blue book Instructions

Remember, you do this when someone reaches out about an issue or you see an issue in the system.

  1. Go to the besa Health EHR project

⚠️ If someone reaches out about a bug, you will always first need to try to test it on your side to make sure it is not a configuration issue. ie. File being uploaded. 

  1. Search the name of the area or bug to make sure that there is not already a ticket made for that specific issue.
     

  2. Any bug ticket should always get first priority because that means the user reached out to us about it. The dev team knows this as that is part of their basics.
     

  3. To create a ticket, click on the Create button.
     

  4. The Issue Types you will use are:

    • Bug (It is an issue within the platform. Typically, we know from other users)

    • Task (Something like a nice feature you would like to add, or someone wants to add)

⚠️ A lot of features that a user will ask for, we do not want to do. We only want to add or change features if it is something that would benefit more then the 1 user. It needs to benefit everyone.

  1. Summary will be the subject and the thing

    1. Example: Timeout Error on Main Search
       

  2. There should already be a ticket template that shows.
     

  3. Fill in the following information to help the developer find the issue.

    • Page URL (If there is not one, give them a quick description)

    • Problem Summary

    • How can they fix it steps

    • Things to consider (If there are some details you think they should know)

    • Video (If you think it will help. This is true for most tickets)
       

  4. For the Priority, please make sure to set it at what you think the priority level is. The Dev team works on highest priorities first.
     

  5. Assignee will be whoever works on that
     

  6. Parent is what part of the platform it pertains to
     

  7. Sprint = Current one
     

  8. Value = For the value you are dictating how important this ticket is and how complex it may be. This is a way we track how good or bad the developers are doing. Each dev should be completing 1000 value points per week.
     

  9. After the ticket is created we will either need to meet with the dev to make sure they understand and get an estimate added, as well as the due date set. Some tickets they will be able to see and do it themselves. 

 

video camera  Video

Creating a Ticket Tutorial 🎫 - Watch Video