https://support.b-waterstudios.com/ is a platform on which issues are reported so the TDs, ITs and sometimes others, can set priorities between the issues but also assign their team member to these issues. It is essential to keep good track of what problem is pending, currently being taken care of, but also fixed. This also allows to better gather the informations around that issue. Meaning that we need to provide essential infos by following these Protocols.

Protocols to write tickets¶

In order to make your request clear and ease the fixing process (and nerve) for the person that will take care of your matter, you need to answer this information.

Type¶

You must define the type of ticket you are formulating, Is it ?

-Bug? meaning that something didn’t work the way it was intend to
-Feature? you would need a new tool or a new feature to achieve your task
-Support? or a need for assistance or documentation for a tool or task

What¶

This can be many thing at
Can be the subject, the name of a tool, the name of the software. Or simply the department
Do not say, “Help It’s broken” if you can’t say what IT is.

What For¶

What is the goal, what did you wanted to achieve, what are you expecting to happen that doesn’t.

Where¶

Give context if there is one. If a scene is not working, provide the context of the scene or even the file.
But also the location, is it on site, then what site. Is it in Remote, then provide
How

Describe as best the process you did to get to that issue, provide description, script error, logs or screenshots.

Bonus, if you can the error message or log, please do it instead of screenshot. Text is text, image is image

It is also very handy to encaption any form of code in ``` ``` in the following form.

Now what is also very important is that you do not change the priority or assignation, you can add watchers (people to be notified of the update of the issue). But leave the rest to the Technical department.

Just keep in mind that the more clear and detailed your issue is, the easier (and consequently the quicker) your issue will be solved.

But how do you write your ticket ?

Go In Projects, choose Rufus, then after checking in the Issues tab that your problem is not yet listed, use the " + " left from the tabs and click New Issue.

Or create yourself a shortcut with this link :

https://support.b-waterstudios.com/projects/rufus/issues/new

You are all set! And now... To your Tickets !