Allure TestOps - Technical Support

Technical support

Allure Testops support system available here: https://support.qameta.io/

Issue types

There are several types of issues you can create in the Allure Testops support system:

  • Bug report
  • Feature (improvement) request
  • Technical support request

There are others of course but these above are directly related to the technical stuff.

Support ticket fields

Some issue types contain common fields:

  • Summary - a short description of a problem/task .
    • mandatory field, it will allow us to understand the problem without looking into details.
  • Symptom - detailed problem description as you can see it.
    • Even more mandatory, as we can’t read minds so far (still WIP), so it is really needed to solve the problem.
  • Attachment - all the stuff you can gather to add even more details to the ticket.
    • we generally like screenshots/video and log files, they help to explain your problem. Highly but recommended.
  • Component/s (optional) - select a component(s) if possible.
  • Priority (optional) - priority of issue. This will help us to understand how severe is your trouble.

Reporting a bug

when to report a bug

use bug report to request assistance in case you are facing some unexpected error or a wrong behavior.

what do we really need from you

Please specify additional information to make a resolve process faster:

  • Summary - this will help us to understand the nature of your request without even reading, so it’s important.
    • it’s cool when you adding current SW version here as well.
  • Symptom - bug description. Give us all the details you see.
    • All the information about environment,
    • conditions,
    • and description of the wrong product behaviour.

Use the following template if possible:

- Describe the bug:
    A clear and concise description of what the bug is.

    - Reproduction steps:
    Steps to reproduce the behavior:
    1. Go to '...'
    2. Click on '....'
    3. Scroll down to '....'
    4. See error

    - Expected behaviour:
    A clear and concise description of what you expected to happen.

    - Environment (please complete the following information if possible):
    Allure Testops version: ... (see your-allure-testops-host.com/status)
    Allure-CLI version: ...
    Browser: ... 

    - Additional context:
    Add any other context about the problem here.

Suggesting an improvement

Select this option to suggest a feature or UI improvement or anything else which could help us make a better product.

Please specify additional information to make a resolve process faster:

  • Description - describe your ideas, which could help us to understand your needs.

Use the template if possible:

      - Is your feature request related to a problem? Please describe:
      A clear and concise description of what the problem is. 
      Ex. I'm always frustrated when [...]
  
      - Describe the solution you'd like to see:
      A clear and concise description of what you want to happen.
  
      - Describe alternatives you've considered:
      A clear and concise description of any alternative solutions or features you've considered.
  
      - Additional context:
      Add any other context or screenshots about the feature request here.
  1. Technical support.

    Select this to request assistance if you need help with installing, configuring, or troubleshooting Allure TestOps.

  2. Product trial questions.

    Select this if you want more information during trial period.

  3. Licensing and billing questions

    Select this if you have questions about licensing or billing.

  4. Other questions

    Select this one if you don’t know what request corresponds you question.

Issue statuses

There are 2 types of workflow for issues in support system

  1. Report a bug and Suggest improvement

    Issues of those types can be in the following statuses:

    • OPEN - when an issue was created
    • ON HOLD- if the issue was processed and some actions were made on it. For example an additional information required or the development issue was created from this one.
    • WORK IN PROGRESS - if the development issue, associated with this one, was taken into work.
    • DONE - if the development issue, associated with this one, was released.
  2. Support issues

    Issues of those types can be in the following statuses:

    • WAITING FOR SUPPORT - when the issue was created or there is an answer from the customer
    • WAITING FOR CUSTOMER - when there are an additional questions to the customer
    • ON HOLD - if a development issue required for the solution.
    • IN PROGRESS - if the development issue, associated with this one, was taken into work.
    • RESOLVED - if all questions from this issue were answered or the development issue, associated with this one, was released.