Issue Reporting

Everyone is responsible for spotting and reporting issues as we continually use Storyteller internal systems such as CMS and Studio, or frequently use client apps. You may also be made aware of issues from various sources including clients, so how we think and handle it is critical.

Just posting that there is an issue into a Slack channel is not good enough.

Guiding Principles

• If the issue has been reported by a client, communicate immediately that we are investigating, and continue to communicate from investigation to resolution.
• Think about how you can add value, be useful, and help get to the bottom of the problem.
• Rule out user error or a one-off by trying to recreate the issue multiple times.
• Discover if the issue is isolated to just one client.
• Look at the problem from a different direction, such as trying to replicate on different devices or operating systems.
• Look for more information in Confluence or Slack on what intended functionality should be.
• Check whether the issue is known and has been discussed before.
• Put yourself in our engineers' shoes and enrich your issue report with your findings.
• If the issue has been reported by a client via email then copy and paste the exact message so no context is lost.

Actions to Think About

If App Based

• Close the app and try to replicate.
• Try to replicate on iOS and Android if possible.
• If mobile web then try a different OS.
• Confirm what devices, OS, and app version you attempted to replicate on.
• Upload a screenshot or video recording of the issue.

If Web Based

• Confirm whether you are on Mac or Windows and which browser you used to replicate.
• Try in incognito.
• Confirm you have no extensions running.
• Upload a screenshot or video recording of the issue.
• If the issue involves a video or image then upload the files as part of your report.
• Try another file that has worked before to narrow the issue down to the file or the system.
• Try with DevTools open and screenshot (or video capture) what is in the Console.
• Copy and paste the response to the failed request in DevTools.

When Reporting the Issue

• Clearly describe the issue you are experiencing and enrich with your findings from the above thinking/actions. Do not make the reader do the work.
• Post the answers from the above section in #bugs, tagging @here, where it will be captured and ingested.
• If the issue is urgent, for example during a live event, then post your answers in #on-call, tagging the person who is on-call.
• If there is a previous discussion in Slack then always link back to it.
• If the issue is related to a specific client you are working with then check the Delivery Airtable to see if it has been added. If not then add it and own the tasks there.

It may not be possible to do all of the above for each issue, but spending 10-15 minutes gathering information will save busy engineers time and enable quicker root-cause analysis.

Example of a Good Issue Report Post

Posted in #bugs:

I have discovered an issue where uploading a file is not saving in the Barcelona CMS.
The file is to be used in their Clips section. This is not for a live game so not urgent.
This has not been reported by the client.

I have uploaded the file to other client tenants with no issues so it does not seem to
be an issue with the file. Other files are also uploading to the Barcelona CMS as expected.

I am on macOS Sonoma version 14.5, am using Chrome Version 126.0.6478.185 (Official Build)
(arm64) and have no extensions running that would cause interference. I have tried incognito
but get the same results.

Here is the file that I am trying to upload.
Here is the DevTools response.

I have not seen any conversations about this issue previously and have added to the Delivery
tasks in Airtable until this is resolved.