How to Post in "Bug or Working as Designed" Forums

Linda Moyer
Updated

The "Bug or Working as Designed" forums are for those times when something is happening in a product and you're not sure if it's a bug or not. If it's obviously a bug, such as if you click Copy Event and the event doesn't copy, go ahead and send that on over to Support and they'll create a Jira. But if you're not sure, these forums can assist. Do follow the process specific to the product you're working in!

Before You Post

  • Use self-service resources:
    • Search the Knowledge Base. There may not be an article with the title for your question, so you may need to look at an article related to the subject or such. For an Enterprise example, if you're having an issue with copying events, look at the Copy an Events section in Add and Manage Events.
    • Search Documentus. Documentus search includes all knowledge bases, the Learning Center, and the Documentus forums. Especially for bugs, search the forums first to see if this has already been reported.
  • Use Zendesk Related Tickets App and search Zendesk for related cases, if you have access.
  • If you've been able to confirm via other resources that what you're seeing is the expected behavior, please don't post in the Bug forums to confirm again. Go ahead and submit a Zendesk ticket to Support and they'll get that added to Jira. 
  • Attempt to recreate the issue:
    • Ensure local site availability for testing/troubleshooting OR recreate in QE Sample.
    • Recreate the issue on a supported version/latest release
    • If you are unable to recreate the issue, make note of steps taken to reproduce locally. 
  • Read the posting process for your product below.

A note about Jira issues

Only Support should create Jira issues. Before a Jira issue can be created, they must have a Zendesk ticket. Depending on the product, the Zendesk ticket is created at different points in the troubleshooting process. Be sure to check the specific product processes below.

Why does Support do the Jiras?

Support has extended troubleshooting capability beyond other teams — they are more aware of known issues, for Elite and WeTrack they can reproduce issues in PitStop, Sandbox, etc (which not all customer facing teams have access to). It also helps them develop awareness of known issues which may later be reported by other customers. 

Why bother with Zendesk - couldn't we just go straight to Jira?

The two products serve two different purposes. Zendesk is all about communication with clients, Jira is how the Product and Engineering teams plan and execute their work.

  • By linking Zendesk tickets to Jira issues, the product team can see the conversation with the client and how many clients are affected.
  • ZenDesk tickets get updated with replies from Product/Dev/QA in Jira, Support can help procure additional info needed and follow up with the client, allowing each team to work in their platform without monitoring the other platform.
  • We can better track bugs and resolution times if all bugs, whether internal or external, go through Zendesk. 

Enterprise Process

For Enterprise, only Support posts in this forum. If you are not Support, please open a Zendesk ticket; use the form below so you are sure that all information necessary is included. If they are sure it's a bug, they'll open a Jira. If they are not sure, they'll post in Documentus.

  1. If you are a Support Team member, copy this "form" and add all information so that your question can be explored efficiently:
    • Description of the issue:
    • Account name:
    • Region:
    • Client version:
    • Steps to reproduce:
    • Observed results vs Expected results:
    • What is the job the client is trying to accomplish:
    • Business impact if not resolved:
    • Links to articles where you've looked for solutions and also other steps you've taken to research the issue:
    • Link to Zendesk ticket:
    • Local v30 URL:
  2. Be sure to attach relevant files (such as screenshots or videos).
  3. Tag Level 3 Support to do an initial review of the issue. Type @ and then their name, similar to tagging on Teams. Do not add their name to the tag field - that simply tags the article for search results. As of the time of publishing this article, these people are:
    • Pieter Fourie
    • Mike Schepker
    • Nicole Loh
    • Satya Ram Nukala

Then What?

  1.  A senior member of Support or Lead reviews the post and to determine if it is a bug. If they determine it is, they will direct the poster to open a Jira issue, post a link in the forum, and update the status of the post.
  2. If the Support lead/senior member cannot determine if the issue is a bug or not, tag the product manager (see PM SME list). Be sure to comment with any testing you've done, context for your assessment, and so on.
  3. Product will respond within 48 business hours.
  4. Product will make a determination if this is a bug or would be a product enhancement. If they need additional time to investigate, they'll update the status of the post and let you know when to expect an update.
  5. The Support team member who posted will either:
    1. Create a Jira if a bug and post a link in the Documentus forum.
    2. If not a bug, follow up with the customer with configuration or workflow recommendations as well as instructions to log a product enhancement. If the Support team member adds the feedback, they should post a Pendo link in the Documentus forum.
  6. The Support team member updates the status of the post.

Elite Process

For Elite, anyone can post in the bug forums. Everyone should use the bug form below. This form is also in a pinned post at the top of the Elite bug forum for your convenience.

🐛Possible Bug

  • Environment Observed
    • Where was the issue observed? (NA / CA / EU / AP / Demo)
  • Account Name
  • Account ID
  • Is this a converted account?
    • Yes / No / Unknown
  • Date Converted (if known)
  • Issue Scope
    • How widespread is the issue? (One customer / Multiple customers / All users)
  • Event Name
  • Event ID
  • Was the issue reported by the client?
    • Yes / No
  • Client Contact Name (if yes)
  • Client Contact Email (if yes)
  • What’s the problem?
    • Describe the issue clearly and concisely
  • Is the issue reproducible?
    • Yes / No
  • If reproducible, where?
    • Demo / Staging / Pitstop
  • Demo/Staging/Pitstop Account
  • Demo/Staging/Pitstop Event ID
  • Steps to reproduce the issue
    • Step 1
    • Step 2
    • Step 3
  • Expected behavior
    •  
  • Troubleshooting steps already taken
    • List everything that has been tried to this point
  • Workaround identified?
    • Yes / No
    • If yes, describe it
  • Attachments available?
    • Screenshots or videos: Included / Not Available
  • Zendesk ticket link (for Support use)

Don't forget to add screenshots/videos for additional context if possible!

Then what?

  • A member of the Elite community or the product team will assist, although the product team (Brian Chia, Elizabeth Fox, or Matt Brindle) will make the final call if it is a bug and if a Jira should be created.
  • If you do not receive a reply in 24 business hours, tag an Elite product team member in a comment.
  • If it is deemed a bug, Product will tag Support and Support will take it from there (they'll create a Zendesk ticket and the Jira issue).
    • At this time, Kristi Miles should be tagged.
  • If the behavior is working as designed, you will be directed to add feedback to Pendo. Post a link to the feedback in a comment.
  • Be sure to update the status of your post when it is resolved.

WeTrack Process

For WeTrack, anyone can post in the bug forums. Everyone should use the bug form below. This form is also in a pinned post at the top of the WeTrack bug forum for your convenience.

Issue Summary

  • Description: [Briefly describe the issue in 1–2 sentences]

  • Business Impact: [Explain how this issue affects the customer’s operations or workflow]

Environment Details

  • Site URL: [Full address where the issue occurs]

  • Affected User Name: [Person experiencing the issue]

  • Affected User Email: [Email for the affected user]

Reproduction Steps

  1. [Step 1 – include exact navigation path, e.g., Project Name > Module > Feature]

  2. [Step 2 – list all relevant names: projects, incidents, jobs, reports, etc.]

  3. [Step 3 – if data-related, include exact values entered, field names, and complete error messages]

Verification

  • Reproduced on: [Customer site / Support site / Both]

  • Notes: [Any additional context from verification; on customer site, confirm observed behavior even if unable to change data]

Behavior Description

  • Actual Outcome: [Describe what is currently happening]

  • Expected Outcome: [Describe the exact intended behavior — avoid vague phrases like “should display correctly”]

Supporting Evidence

  • Screenshots: [Attach or link]

  • Video: [Attach or link; add timestamps where the issue appears; note if multiple issues are shown]

Then what?

  • A member of the WeTrack community or the product team will assist, although the product team (Vernica Lodha or Charlie Vaughan-Fowler) will make the final call if it is a bug and if a Jira should be created.
  • If you do not receive a reply in 24 business hours, tag a member of the product team in a comment.
  • If it is deemed a bug, Product will tag Support and Support will take it from there (they'll create a Zendesk ticket and the Jira issue).
    • At this time, Cathy Herrick and Kristi Miles should be tagged.
  • If the behavior is working as designed, you will be directed to add feedback to Pendo. Post a link to the feedback in a comment.
  • Be sure to update the status of your post when it is resolved.

Momentus Connect Process

The Momentus Connect Process will be coming soon! For now, use the Elite or WeTrack bug form as a base and update as needed.

 

 

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