How to investigate a ticket
This article describes how our team typically investigates an issue (i.e. bug) reported to us through a Service Desk ticket. We encourage you to go through these steps before creating a ticket, and to document your findings in your ticket.
Prerequisites
- The ticket is well-described and/or C.R.U.S.P..
- The reported 'Current behavior' can be easily understood.
- Illustrations, screenshots or screen recordings are provided to further elaborate on the issue.
- The reported 'Expected behavior' can be easily understood.
- The affected SDK(s) are correctly labelled.
- (The affected browsers are correctly labelled.)
- A reliable and simple reproduction page, stream or application has been shared.
- Customer-specific application logic has been stripped when a reproduction page or application has been shared.
Guide
Investigating an issue typically consists of 4 phases:
- Reproducing the issue;
- Checking whether it can be reproduced with the latest version (or other versions) of THEOplayer;
- Pre-investigating the issue, and narrowing down the scope;
- Investigating the root cause and determine the next action item.
Reproduce the issue
The first step is to reproduce the issue. Take the reproduction stream/page/application, and confirm the issue.
- If the issue can be reproduced: continue the investigation.
- If the issue cannot be reproduced: request more information from the reporter.
Check other versions
The second step is to check if the issue can still be reproduced with the latest version (or other versions) of THEOplayer.
- If using a more recent version fixes the issue: deploy the latest version of THEOplayer.
- If an older version addresses the issue: investigate a potential regression.
- If this doesn't fix the issue: continue scoping the issue.
Narrow the scope
The goal of this step is to narrow down the scope of the issue. After this phase, we want to determine the influence of the following components.
- Affected platforms;
- Affected browsers;
- Affected operating systems;
- Affected SDKs;
- Affected THEOplayer versions;
- Affected video players.