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Prior to Before reporting a Support Bugticket in Jira 

1. Confirm that the Bug affects an App in ProductionVerify that the issue is a FOLIO software issue.Refer to Bug Reporting Flow Chart for triagecan be recreated in the current release FOLIO environment found on https://folio-org.atlassian.net
2. Verify that the Bug has not already been submitted to the Support SIG
   1. Open Production Bugs 

Reporting 

There are two paths to reporting a production bug

1. Institutional Support works with Folio PO to create appropriate JIRA
   1. In the JIRA - PO assigns the "SUP-" epic to the JIRA
   2. In the JIRA - PO or Institution Support selects institution(s) in the Effected Institution field
   3. Assign priority
   4. Image Removed
2. Institutional Support creates a Support JIRA - if Institutional support is not sure of who PO, or if the issue is multi-app
   
   1. create a Support JIRA
   2. Project = Support (SUP)
   3. Affected Institution = all known affected institutions
   4. Assign priorityImage Removed

Support SIG

...

Creating a Jira ticket: 

1.  Log into Jira https://issues.folio.org
2.  Click Create in the top navigation 
   1.  A pop-up window will appear
   2.  Project = Support (SUP)
   3.  Issue Type = Bug
   4. Template = Standard Bug Write-Up Format
   5. Summary =  Treat as a Subject line for an email, Sample: "Check-out receipt emails are not sent to library users"
      1. Pro tip: Indicate your level of priority in the summary - /wiki/spaces/DQA/pages/2657909  (P1, P2, P3, P4)
         1. EXAMPLE:  P2 -Check-out receipt emails are not sent to library users
   6. Description: 
      1. create a problem statement
      2. Indicate steps to reproduce 
      3. what is expected to happen 
      4. what is really happening 

A stellar Jira ticket would contain:

• Library Name of who is impacted and what community environment the issue was recreated in
• The perceived impact/priority of the issue in the summary line
• Date/time(please include your time zone) the problem started
• What you expect to happen
• What actually happens
• Steps to replicate the problem
• Details! Screenshots!

Troubleshooting Tips and tricks: 

• Which browser am I using? Google Chrome is the only officially supported browser for FOLIO.
• Can I reproduce the issue with another record?
• Does this also happen for my colleagues?
• Do I have sufficient permissions to perform this action?
• Are my app settings configured to support this action?
• Can I reproduce the issue in an incognito window?
• Important: Can I reproduce the issue in a community reference environment on the same FOLIO version?

Looking under the hood

• Open FOLIO in Chrome
• Press F12 to open the browser’s Developer Tools
• Look at the Network and Console panes
• Any error messages?

Video/tutorial:

Here's a link to a YouTube presentation at WOLFcon 2023 with tips and tricks for both writing up bug tickets and for searching in FOLIO Jira: