Last updated on 2024年4月13日

How do you document and report app support issues and resolutions?

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As an application support specialist, you are responsible for troubleshooting, resolving, and documenting any issues that affect the performance, functionality, or usability of an app. Whether you are dealing with bugs, errors, crashes, or user feedback, you need to have a clear and consistent process for documenting and reporting app support issues and resolutions. This will help you communicate effectively with your team, your clients, and your users, as well as improve the quality and reliability of your app. In this article, we will cover some best practices for documenting and reporting app support issues and resolutions, and how they can benefit your app quality assurance and testing process.

本文章的要点总结

Standardize documentation:

Using a template ensures consistency when recording app issues. This helps in troubleshooting and improves communication with development teams for ongoing system enhancements.
Share detailed fixes:

Providing complete details of issues and resolutions to the development team can prevent future similar problems, fostering a proactive approach to app maintenance.

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ABHISHEK SAKLANI

Dedicated Application Support Engineer…
Ganesh V.

AWS Cloud Technical Architect | IT…

1 Identify the issue

Accurately and precisely identifying an app support issue is the first step in documenting and reporting it. To do this, you need to gather as much information as possible about the issue, such as the expected and actual behavior of the app, when and how the issue occurred, and the relevant app settings, configurations, and versions. Additionally, you should consider the device specifications, operating systems, and network conditions. You can use various tools and methods to collect this information, such as app logs, crash reports, screenshots, screen recordings, error messages, user feedback, surveys, reviews, testing tools like emulators or simulators, or debuggers.

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ABHISHEK SAKLANI

Dedicated Application Support Engineer | Network Operations Expert | ITSM Enthusiast
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Documenting app support involves recording detailed information about issues, user details, configurations, and error messages. Use a standardized template for consistency. Document steps to replicate the issue for troubleshooting. Once resolved, provide a comprehensive summary of the resolution steps. Utilize a centralized platform or ticketing system for tracking and categorizing support requests. Regularly analyze records for insights into recurring issues and system improvements. This process enhances communication, enables effective issue resolution, and contributes to ongoing system enhancement efforts.

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Hitesh Chopra

IT Leadership, Service Delivery, Digital Transformation, Program Leadership, Certified Independent Director, EXECUTIVE MBA INSEAD , Former-Accenture, Atos | PMP| PgMP | PfMP | ITIL Expert
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This help to create records of the support activities, track progress and facilitate knowledge sharing 1 Describe issue, symptoms, error message, background, assess the impact on user workflow, business to prioritize resolution 2 Classify issue based on severity, urgency and priority 3 Log support ticket, record timestamps, document all communication in logs including troubleshooting steps resolution step 4 Confirm and verify with the end user for resolution 5 Provide closure notes resolution notes 6 Update knowledge base about reported issue, resolution steps troubleshooting steps 7 Perform root cause analysis to identify cause of issue and area of improvement 8 Use insights and analysis from issue resolution to plan continuous improvement

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Shashank Dantu

Senior Support @ SAP | Certified OKR Master
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Effective defect documentation is essential for streamlined application support. A centralized ticketing system ensures thorough logging and categorization. Document resolutions with detailed troubleshooting steps, providing regular updates for transparency. Periodic trend analysis guides proactive measures and resource planning. A comprehensive knowledge base empowers users and minimizes redundancy. Qualitative insights, such as user feedback, enhance understanding. Regular reviews refine processes for adaptability. In summary, systematic documentation, transparency, proactive analysis, and continuous improvement contribute to efficient application support.

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2 Document the issue

The next step in documenting and reporting an app support issue is to record all relevant information in a clear and concise format. You can use various tools such as issue tracking systems (e.g. Jira, Trello, GitHub), bug reporting tools (e.g. Bugsnag, Sentry, Firebase), or documentation tools (e.g. Confluence, Google Docs, Markdown). A good issue documentation should include a descriptive and specific title that summarizes the issue, a detailed and structured description that explains the issue, a priority and severity level that indicates the urgency and impact of the issue, a status and assignee that shows the progress and responsibility of the issue, as well as any attachments or links that provide evidence or context for the issue.

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Saylli Walve

ITIL | RPA | Azure | SQL | Application Support | Production Support | Team Management | Insurance | Transport Applications
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Including below points in document may help to create better knowledge base. -Add a table/bullet points to track basic details of issue like issue raised date, priority, version of document, creator and reviewer, review date, Deployment version(and date in case of Dev issue) -Issue Description : Detailed description of issue with error snapshots. -Steps of resolution : Include the steps followed for troubleshooting the issue -Root Cause : Detailed analysis to identify the cause and prevent any future occurrence -Short Term/Long Term resolution: Short term solution is possible workaround followed to fix the problem quickly and long term may need Development inputs/efforts

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3 Resolve the issue

The third step in documenting and reporting an app support issue is to resolve the issue effectively and efficiently. To do this, you should find and implement a solution that fixes the issue and restores the app to its normal functioning. Various techniques and resources can be used, such as troubleshooting guides, code reviews, testing environments, user feedback, and beta testing. Additionally, a good issue resolution should include a clear explanation of the solution and how it works, verification and validation of the solution and its results, documentation and communication of the solution and its implications, as well as follow-up and feedback of the solution and its outcomes.

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4 Report the issue

The final step in documenting and reporting an app support issue is to report the issue in a professional and appropriate manner. Depending on the nature and scope of the issue, you need to communicate it to your team, clients, and users. You can do this by using various channels and formats such as email, chat, phone calls, reports, presentations, newsletters, blogs, social media, forums, release notes, changelogs or app updates. A good issue report should include a summary and overview of the issue and its resolution, a timeline and history of the issue and its resolution, a rationale and justification of the issue and its resolution, as well as feedback and evaluation of the issue and its resolution.

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Ganesh V.

AWS Cloud Technical Architect | IT Service Operations Lead
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When you are supporting an application for which a development team exists, it is also vital that you share the complete details on the issue and fix provided. This will help that team to prevent future occurrence of similar problems.

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How do you document and report app support issues and resolutions?

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1 Identify the issue

2 Document the issue

3 Resolve the issue

4 Report the issue

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