What are Bugs?
Bugs are errors within product code that cause unexpected or unintended results. Typically, bugs are not unique to an individual organization.
The Technical Support Bug Triage Process
The Degreed Technical Support team follows a standard replication and triage process to determine whether a reported issue is a bug or not.
- You report unexpected behavior to the Degreed Technical Support team via our support form, or to your Degreed representative.
- The Degreed Technical Support Team investigates whether the issue is the result of your organization's specific configuration or data.
- If the issue is the result of the configuration or data, the ticket is treated as an organization-specific investigation and not a product defect.
- If the issue does not appear to be the result of the configuration or data, the Degreed Technical Support Team attempts to replicate the issue in one of our Degreed testing sites, and uses the same configuration and mock-ups of data in order to match your environment.
- The Degreed Technical Support Team reviews our internal documentation to determine if this is expected behavior.
- If there is no documentation that verifies the behavior is expected, the Degreed Technical Support Team works with the Product Team and appropriate Product Managers to determine if the behavior is expected (and the lack of documentation is a knowledge gap), OR if the behavior is unexpected.
- If there are documented expectations that contradict the reported behavior, the issues is determined to be a bug.
- If the Degreed Technical Support Team determines the issue is a bug, your ticket is linked together with any other reports of the issue to assess the bug's impact, breadth, and scope, and whether there are any workarounds.
- The bug and it's assessment are sent to the relevant Product Team.
- The Product Manager assesses the bug's severity and impact, and determines if fixing the issue is urgent.
- The Product Manager assigns the bug to the development team and determines when the team should address the issue.
- Depending on the impact, there may be a hotfix available, otherwise the fix is released as part of our Product Releases.
How do I Report a Bug or Request Support?
For more information about submitting a bug report, see Submit a Bug Report and our list of Current Known Issues.
For more information about requesting support for a specific issue, or to initiate a project or consultation with our Technical Services team, see Submit a Support Request.