{"id":9248,"date":"2023-06-30T06:19:31","date_gmt":"2023-06-30T06:19:31","guid":{"rendered":"https:\/\/help.gjgardner.com\/?page_id=9248"},"modified":"2023-06-30T06:20:01","modified_gmt":"2023-06-30T06:20:01","slug":"bug-fix-policy","status":"publish","type":"page","link":"http:\/\/help.gjgardner.com\/au\/support\/bug-fix-policy\/","title":{"rendered":"Bug Fix Policy"},"content":{"rendered":"<h2 class=\"wp-block-heading\" id=\"Summary\">Summary<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Our Support team will help with workarounds and bug reporting.<\/li>\n\n\n\n<li>We schedule non-critical bugs according to a variety of considerations.<\/li>\n<\/ul>\n\n\n\n<p class=\"has-text-align-center\"><a href=\"https:\/\/gjgardner.atlassian.net\/servicedesk\/customer\/portals\" target=\"_blank\" rel=\"noreferrer noopener\">Report a bug<\/a><\/p>\n\n\n\n<p class=\"wp-block-ht-blocks-messages wp-block-hb-message wp-block-hb-message--withicon is-style-info\"><strong>Important changes to our legacy technology services<br><\/strong>We\u2019ve ended new feature development for our legacy systems. Support for Green House is only to extract historic information. Intranet and Supervisor App support is limited to training and troubleshooting existing features. We\u2019re continuing our investment in the Supervisor app, but this will be an entirely new application. Subscribe to our <a href=\"http:\/\/help.gjgardner.com\/au\/updates\/\">updates blog<\/a> for more information.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"Bug-fixes-for-legacy-services\">Bug fixes for legacy services<\/h2>\n\n\n\n<p>We\u2019ll continue to provide bug fixes for legacy services until December 31, 2021. After this, we\u2019ll only provide security bug fixes for critical vulnerabilities until the end-of-life date for these applications.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"Bug-reports\">Bug reports<\/h2>\n\n\n\n<p>Our Support team is eager and happy to help verify bugs\u2014we take pride in it! Create an issue in our\u00a0<a href=\"https:\/\/gjgardner.atlassian.net\/servicedesk\/customer\/portals\" target=\"_blank\" rel=\"noreferrer noopener\">support system<\/a>,\u00a0providing as much information as you can about how to replicate the problem you&#8217;re experiencing. We&#8217;ll replicate the bug to verify, then lodge the report for you. We&#8217;ll also try to construct workarounds if possible.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"Search-existing-bug-reports\">Search existing bug reports<\/h2>\n\n\n\n<p>Use our&nbsp;<a href=\"https:\/\/gjgardner.atlassian.net\/servicedesk\/customer\/user\/requests?page=1&amp;reporter=all&amp;status=open\">public issue tracker<\/a>&nbsp;to search for existing bugs, add your report, and watch the ones that are important to you. When you watch an issue, we&#8217;ll send you an e-mail notification when the issue&#8217;s updated.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"How-we-approach-bug-fixing\">How we approach bug fixing<\/h2>\n\n\n\n<p>Bugfix releases are more frequent than feature releases and target the most critical bugs affecting users. The notation for a bugfix release is the final number in the version (the 1 in 6.0.1, for example).<\/p>\n\n\n\n<p>We seek to target the most critical bugs affecting the widest user set. Bugs are prioritized based on the estimated impact on franchises. Most bugs are initially reported at Medium priority until they are triaged and the true impact is assessed by our team.<\/p>\n\n\n\n<p>The priorities applied to confirmed bugs are:<\/p>\n\n\n\n<div class=\"wp-block-ht-blocks-accordion wp-block-hb-accordion\"><div class=\"wp-block-hb-accordion__section\" data-ht-blocks-accordion-block-state=\"closed\"><div class=\"wp-block-hb-accordion__title\"><span>Priority 1 &#8211; Highest<\/span><\/div><div class=\"wp-block-hb-accordion__content\"><div class=\"wp-block-hb-accordion__contentwrap\">A mission-critical application is degraded. Users aren&#8217;t able to perform their job function, and no workarounds are available. Typically the most impactful bugs are treated by our team as an incident and can be tracked on https:\/\/status.gjgardner.com, highest priority bugs are the next most impactful variety of bug. Examples include login failures, specific pages that don\u2019t display, microservice communication failures, and administration tool failures. We begin work on the Highest priority bugs as soon as reasonably possible. Our target is to resolve them in 4 hours.<\/div><\/div><\/div><div class=\"wp-block-hb-accordion__section\" data-ht-blocks-accordion-block-state=\"closed\"><div class=\"wp-block-hb-accordion__title\"><span>Priority 2 &#8211; High<\/span><\/div><div class=\"wp-block-hb-accordion__content\"><div class=\"wp-block-hb-accordion__contentwrap\">A feature is unavailable, application performance is significantly degraded, or users&#8217; job functions are impaired. Examples include the application performing slowly and failing intermittently, the application is functional but frequently used gadgets or macros don&#8217;t work, and specific editing features failing. We generally seek to begin work on these within 1 business day. Typically we will introduce a temporary fix and implement a permanent solution with the next release.<\/div><\/div><\/div><div class=\"wp-block-hb-accordion__section\" data-ht-blocks-accordion-block-state=\"closed\"><div class=\"wp-block-hb-accordion__title\"><span>Priority 3 &#8211; Medium<\/span><\/div><div class=\"wp-block-hb-accordion__content\"><div class=\"wp-block-hb-accordion__contentwrap\">The application or specific feature isn&#8217;t working as expected, but there is a workaround available. Users&#8217; experience is impacted, but their job function is not impaired. Examples include some searches failing, sections of pages loading slowly, and administrative features failing intermittently, but a workaround is available. Medium priority bugs are typically worked on after all High and Highest priority bugs are resolved and there are no other critical priorities.<\/div><\/div><\/div><div class=\"wp-block-hb-accordion__section\" data-ht-blocks-accordion-block-state=\"closed\"><div class=\"wp-block-hb-accordion__title\"><span>Priority 4 &#8211; Low<\/span><\/div><div class=\"wp-block-hb-accordion__content\"><div class=\"wp-block-hb-accordion__contentwrap\">Typically smaller paper cuts such as cosmetic errors, or non-critical functionality do not behave as expected. Examples include visual defects, that don&#8217;t affect function, minor translation or localization problems, and keyboard shortcuts not functioning as expected. Low-priority bugs are worked on at our discretion and are typically only fixed if our Developers are already working in that area of the product and are able to easily resolve the problem identified.<\/div><\/div><\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"About-our-bug-fix-workflow\">About our bug fix workflow<\/h2>\n\n\n\n<p>If you watch or mark a bug as affecting your team, it\u2019s useful to understand how we review, prioritize, and resolve them in our <a href=\"https:\/\/gjgardner.atlassian.net\/servicedesk\/customer\/user\/requests?page=1&amp;reporter=all&amp;status=open\">public issue tracker<\/a>.<\/p>\n\n\n\n<p>We prioritize issues using a metric field called <em>Priority<\/em>, which is individually calculated for every issue. It takes into account the number of affected users, the severity of the issue, and the urgency for a resolution. The higher the Priority score, the more pervasive and severe the issue is.<\/p>\n\n\n\n<p>We have also standardized our workflow statuses across technology services to make it easy for you to see where an issue is at. Here\u2019s the current workflow, and a description of each status.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"655\" height=\"473\" src=\"https:\/\/help.gjgardner.com\/wp-content\/uploads\/2023\/06\/image.png\" alt=\"\" class=\"wp-image-9249\" srcset=\"https:\/\/help.gjgardner.com\/wp-content\/uploads\/2023\/06\/image.png 655w, https:\/\/help.gjgardner.com\/wp-content\/uploads\/2023\/06\/image-300x217.png 300w, https:\/\/help.gjgardner.com\/wp-content\/uploads\/2023\/06\/image-50x36.png 50w, https:\/\/help.gjgardner.com\/wp-content\/uploads\/2023\/06\/image-18x12.png 18w, https:\/\/help.gjgardner.com\/wp-content\/uploads\/2023\/06\/image-60x43.png 60w, https:\/\/help.gjgardner.com\/wp-content\/uploads\/2023\/06\/image-100x72.png 100w\" sizes=\"(max-width: 655px) 100vw, 655px\" \/><\/figure><\/div>\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><th><strong>Workflow status<\/strong><\/th><th><strong>Definition<\/strong><\/th><th><strong>Phase<\/strong><\/th><\/tr><tr><td><strong>Waiting on support<\/strong><\/td><td>This issue is waiting to be reviewed by a member of the Support team. Typically, only recently created issues are in this status. Our team reviews these issues regularly.<\/td><td rowspan=\"3\"><strong>Review<\/strong><\/td><\/tr><tr><td><strong>Waiting on customer<\/strong><\/td><td>This issue has been reviewed, but needs more supporting information from the reporter to gauge how pervasive the problem is.<\/td><\/tr><tr><td><strong>Escalated<\/strong><\/td><td>The issue has been escalated to the development team is currently awaiting investigation and to be actioned.<\/td><\/tr><tr><td><strong>In progress<\/strong><\/td><td>Either the development or support team is currently working on this issue.<\/td><td rowspan=\"2\"><strong>Prioritization<\/strong><\/td><\/tr><tr><td><strong>Pending<\/strong><\/td><td>A fix for this issue has been proposed and is being reviewed and quality-tested by the development or support team. This may also indicate that a fix has been implemented and is waiting to be shipped in a release.<\/td><\/tr><tr><td><strong>Cancelled<\/strong><\/td><td>Work on this issue was cancelled because the user found a solution before it could be investigated.<\/td><td rowspan=\"3\"><strong>Closure<\/strong><\/td><\/tr><tr><td><strong>Resolved<\/strong><\/td><td>Work on this issue is complete. If it\u2019s fixed, the resolution will be \u2018Done\u2019. If no code changes were required , the resolution will be \u2018Duplicate\u2019, \u2018Cannot Reproduce&#8217;, Won\u2019t Do&#8217;, or similar.<\/td><\/tr><tr><td><strong>Closed<\/strong><\/td><td>Work on this issue is complete and the reporter confirmed everything is working as expected.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"How-to-get-access-to-bug-fixes\">How to get access to bug fixes<\/h2>\n\n\n\n<p>Once a bug fix is written, tested, and verified, we\u2019ll progressively roll it out to your site as soon as we reasonably can &#8211; in many cases this will occur within a few days.<\/p>\n\n\n\n<p>Please note the above priorities, timeframes, and objectives are intended to provide general guidance on how we internally handle bugs. Any response times or resolution timeframes in this document are non-binding targets and do not create any representations, warranties, obligations, or liabilities. Your franchise agreement and software license agreement governs any use of the applicable services and any related issues.<\/p>","protected":false},"excerpt":{"rendered":"<p>Summary Report a bug Bug fixes for legacy services We\u2019ll continue to provide bug fixes for legacy services until December 31, 2021. After this, we\u2019ll only provide security bug fixes for critical vulnerabilities until the end-of-life date for these applications. Bug reports Our Support team is eager and happy to&#8230;<\/p>","protected":false},"author":21,"featured_media":0,"parent":9246,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-9248","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/help.gjgardner.com\/au\/wp-json\/wp\/v2\/pages\/9248"}],"collection":[{"href":"https:\/\/help.gjgardner.com\/au\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/help.gjgardner.com\/au\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/help.gjgardner.com\/au\/wp-json\/wp\/v2\/users\/21"}],"replies":[{"embeddable":true,"href":"https:\/\/help.gjgardner.com\/au\/wp-json\/wp\/v2\/comments?post=9248"}],"version-history":[{"count":2,"href":"https:\/\/help.gjgardner.com\/au\/wp-json\/wp\/v2\/pages\/9248\/revisions"}],"predecessor-version":[{"id":9251,"href":"https:\/\/help.gjgardner.com\/au\/wp-json\/wp\/v2\/pages\/9248\/revisions\/9251"}],"up":[{"embeddable":true,"href":"https:\/\/help.gjgardner.com\/au\/wp-json\/wp\/v2\/pages\/9246"}],"wp:attachment":[{"href":"https:\/\/help.gjgardner.com\/au\/wp-json\/wp\/v2\/media?parent=9248"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}