Issue Reporting Best Practices & Facebook Group Focus
The Implementation support is an "Implementation Support Group!" not an "Issue reporting group".
What's the difference?
Implementation = Strategic decision making support, what to combine with what and how etc. or, can i do this one thing like that? or should i do it like that? what can i use or do to achieve this other thing?
It's also a place to share and inspire others: I did this one thing like this and it worked out greatly.
Issues = Unexpected behavior of eLearnCommerce or any Addons or technical issues or bugs related to eLearnCommerce you encountered while setting your platform up.
What is unexpected behavior issues or bugs?
When something does not work or look as expected.
Always consult our documentation as well: https://docs.elearncommerce.com
Why don't i want you to share technical issues in the implementation support group?
Facebook Groups are very ineffective when it comes to reporting and most importantly resolving issues of technical nature.
The Facebook-Wall is not a ticketing system.
In WordPress any issue you encounter can originate from x number of sources and reasons and to help you resolve them quick we'll need more information from you.
That is the reason why we want you to submit a system info report when you submit your issue too.
Sometimes a single glance at your System info can help us locate or restrict the source of the issue and help you solve it fast.
If you post issues in the group it's like asking us to mind read and guess your setup and there's no human being on planet earth that has those superpowers. ;-)
Also keep in mind that for the most common issues you can encounter, we've built the Platform Health Overview which gives you one click solutions you can execute and resolve yourself with a single click.
Now let me give you some issue reporting best practices:
1. One issue one ticket! Avoid clustering multiple unrelated issues into one ticket. Issue clustering into a single ticket only delays the resolution cause we cannot escalate the ticket to different support agents.
2. Clearly specify the issue you are encountering.
3. Clearly outline the reproducible steps that generate the issue.
4. Share the URL where the issue displays and can be analyzed.
5. Add screenshots or screencasts to your issue report and briefly (1 to 2 min. max) explain the issue on-screen. (this speeds up the support teams ability to answer fast.)
6. Submit a System Report and a temporary admin login to your site so that we can log in and analyze and resolve issues directly on your site.
7.: Add temporary wp-admin access details if the issues you encounter are on a protected page or area that is not publicly accessible.
Where to submit a support ticket?