Issue Duplication

October 14, 2021

Hey team, we’re back with another episode of the designer’s desk. Today we will briefly chat about the importance of duplicating a customer’s issue and some steps on how to effectively duplicate. 

The Video

The Why

It is important to be able to see what the customer sees. Knowing is half the battle. Once you understand the issue, it will be easy to set the customer and their website on the right path to get them up and running again. The more information you can relay to the build team, the faster the issue can be resolved.  

The How

All issue duplication starts out with these steps. Make sure you follow them and notate along the way anything that presents a problem. 

 

Gather Info

 

  1. Validate in to the customer’s account
  2. Make sure you Identify the build type and use the correct process for that department
    1. Help Guide: 
      http://wdsdesigns.com/help-guide/how-to-identify-plan-and-care-types-in-jira/ 
    2. Confluence: 
      https://confluence.godaddy.com/display/PWD/How+to+identify+Plan+and+Care+types+in+Jira 
  3. Verify you and the customer are viewing the correct domain and that it is on a W+M or MWP 
  4. Have the customer tell you the exact issue and any steps they have taken to get the issue
    1. Is it the entire site?
    2. Is it in one single place?
    3. Who does it affect?

 

Verify Info

 

  1. Open the site in an incognito or private browser – preventing browser caching
  2. Launch the WP dashboard through MYA
  3. Navigate to where the customer states they see the issue. Do you also see the issue?
  4. Verify you are seeing the same thing the customer is seeing, either by screenshots or screen sharing

 

The best way to help solve the customer’s issue is to find a way to duplicate it. The build team can then follow your steps in order to troubleshoot and solve the issue. 

 

Here are some tips to try to resolve the issue is on the customer side: 

  • Have the customer flush their browser cache
  • Have them open an incognito or private window
  • Have them try on a different device, or different network

 

Stay tuned for the next video when we go a little more in depth on common site errors and troubleshooting, until then, use the links below as a resource for what to do after you have successfully duplicated the customer’s issue.

 

Next Steps Resources:

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