Logging Tickets Using JIRA

Mobify has completed the design, development and QA of your work and it’s time for you to give the +1 on the bundle. It’s your turn to test the work – or what is commonly called “User Acceptance Testing” – before it goes live to production. This testing would also be done if you’ve noticed something already live that needs to be addressed.

The best way to share your UAT feedback with the Mobify team is in JIRA. This provides everyone with transparent issue tracking and allows for uncluttered two-way feedback.

Getting Started

If you already have a JIRA account set up, head over to https://mobify.atlassian.net/login. If not, email your Project Manager at Mobify to get the account set-up.
Your account credentials will look something like this:

Username: GlendaGood
Password: ch4ng3m3
Email: glenda@merlinspotions.com

After you log in for the first time, please navigate to https://mobify.atlassian.net/secure/ViewProfile.jspa and select “Change Password.” You should choose a secure, memorable password.

Logging Bugs

The next step is to log any bugs. To help make this process more collaborative, we have a “Customer Issue” ticket type in your project board. Tickets logged as Customer Issues will have an extra step added to the workflow – we won’t be able to close them until after you’ve reviewed and approved our work. This makes sure that when you raise a concern, you get the final say on whether or not it has been fully addressed.

Here’s what that workflow looks like:

  1. Customer logs “Customer Issue”
  2. QA triages to appropriate Developer
  3. Developer fixes issue and sends back to QA
  4. QA verifies the request is fulfilled and assigns back to Customer for Approval
  5. The Customer “Approves Fix”
  6. Mobify deploys the changes

It’s important to note that we won’t be able to deploy your Customer Issue fixes until after they’ve been approved by you. JIRA will send you an email with each ticket progression progress so be sure to read those emails.

Writing a Customer Issue Ticket

In order to ensure we can turn your issues around in a timely manner, we ask that you provide complete documentation for any issues you are reporting. This includes relevant screenshots, the browser, operating system and device information, any steps necessary to reproduce the issue, and the specific URL of the affected page(s). Here’s an easy template you can follow:

Issue Type: Customer Issue
Summary: <Page Type (ie. PDP)> – <Feature (ie. Filter)>: <Short, concise description of the bug>
Priority: Use your judgement to select a priority, ‘Major; is the default setting, but ‘Low’ should be used for minor styling issues. The ‘Critical’ or ‘Blocker’ setting is for bugs that functionally break the site, making it unusable.
URL: URL that the issue is actually occurring on.
Additional URLs: <list of URLs if there is more than one>
<Short description of>
<how to navigate to the bug>
<including URLs where appropriate>
<and any login details where needed>
<A short description, using point form where necessary, of what is occurring>
<A short explanation of what is the expected behavior compared to what is currently occurring>
<Any other information that might be useful>
Device & OS: Specify the Browser, Operating system and Device type you saw the issue on. If it occurs on any device, enter “common”.
Attachment: Ensure that a screenshot of the issue is attached in .jpg or .png format, where possible.

Here’s a ticket example in the JIRA interface:

image example of a JIRA ticket

The Customer Issue ticket can be used in almost any scenario with your Mobify-powered mobile customer engagement features.

Please let your Project Manager or Customer Success Manager know if you have any questions.

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