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Clients Can Be Bug Hunters Too

Courtney Johnston von Nieda
February 28, 2020

Crema’s test engineers scour your applications for a variety of issues that could arise, but client feedback also helps uncover many defects. While there is no requirement you do so, some clients also like to file bug reports directly to us.

We love client-reported bugs. Our test engineers are strong subject matter experts and test with a solid User focus, but the business knowledge that clients bring can surface new defects and expectations that only they could uncover.

So what is a bug?

A bug can be an obvious problem, a deviation from a design, or something newly introduced that might threaten the success of your application. It can be as simple as a misspelling, as vague as your UI just feeling awkward, or as technical as data leaks. Bugs should be reported when found for good app health and security.

Quality, descriptive bug reports get issues fixed faster. A bug with clear reason and effect and easy instructions for reproduction will speed up or replace the time it takes a developer to investigate the root cause. These reports also help update existing tests and generating new tests to prevent the issue in the future.

What makes a good bug report

The best bug reports clearly explain what the issue is, and they give the developers enough information to start a targeted investigation.

Each issue you find will have a different level of detail you can provide, and sometimes the issue just might be something you can not give a lot of information on, and that’s okay! File the bug report with the information you have. It’s all appreciated and helpful, and we’ll come back with any clarifying questions as needed. Your test engineers are also available to help translate issues into clear steps to reproduce.

Where to report your bugs

Some clients will prefer that the project team files all bugs, while others will want to submit their own tickets. There’s a variety of ways to report bugs as a client. We always want to work with you for what makes the most sense based on your schedule. We provide clients with access to our issue tracking systems, and we welcome you to file bugs in Jira with the rest of us. However, we know you’re busy or might not want another application login.

Other options we’ve used for client bug reporting are Google Forms or Slack channels dedicated to client reporting.

Grab some templates

When quick feedback is necessary, asking clients to fill out a long bug template may not be ideal. We’ve prepared a template you can swipe via copy and paste, and we’ve also created a fillable PDF download.

Swipe this copy:

  • Issue Title:
  • Description of Issue (including steps taken before the error):
  • Incorrect Results Seen:
  • Your Expected Results:
  • Browser/Operating System:
  • User at Time of Error:
  • Is error visual? Attach a screenshot!:

Or download this: PDF Download

It’s important to know that a lot of bugs need specific instructions to be replicated. Knowing the steps they were taking before the issue, what browser and operating system they’re on, and any other oddities can greatly speed up a fix. Feel free to skip any you can’t use, aren’t applicable, or aren’t necessary for your issue!

Add some visual help

Adding screenshots, videos or gifs of your screen can be a good assist. Windows, Mac, Android, and iOS all have good built-in tools for taking screenshots.

What happens to a submitted bug?

Once your bug is submitted, it will go through a triage process. It will be prioritized in the backlog, and you’ll be contacted if any additional information is needed. If it is an extremely high priority issue that needs to be fixed immediately, please make sure you contact your Crema Product Manager ASAP. The issues will be added to sprints based on priority, and your valuable feedback will have increased the overall quality of your application.

Filing bugs is a necessary part of software development, and we enjoy having clients as part of our team. If you’re ready to start reporting issues directly let your Test Engineer or Product Manager know.

**This article was co-written by Ashley Holbrook

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