This article contains the minimum details and files you should include in your ticket when reporting a problem with a design catalogue.
Before proceeding: Please ensure you're using the latest version of the relevant design catalogue, plugin, and project settings - updating may resolve the issue! Find out how to update design catalogues here.
What roles are required to submit this ticket type?
What are the minimum requirements for this ticket type?
For us to properly understand and act on your ticket we need to know the finer details. Attach or include the following in the ‘Detail’ box in your ticket submission.
Please note: If these minimum requirements are not met, your ticket might be closed and you might have to submit a new one.
First, we need you to provide:
- The name & version number of the design catalogue you are using - if the issue affects more than one, please provide the names and version numbers of them all.
- Your Lineardraft Core version number - you can locate this and all other Lineardraft component version numbers in Lineardraft Desktop.
- The name & version number of the plugin you are using.
- The name & version number of the project settings you are using.
- What CAD application you are using and its full version number - for example if you are using MicroStation CONNECT, your version number is not "Update 16", it will be something like "10.16.01.56".
Second, include the following:
- Write a clear & detailed description of the issue, please leave nothing to assumption.
- Tell us what you were doing before the issue presented itself. What made the issue reveal itself to you?
- If you were expecting something to happen that didn't; tell us what were you expecting to happen.
- Attach relevant CAD files and references - having your model will help us to recreate your exact bug scenario.
- Annotated screenshots or images which clearly show the bug or issue, if at all possible. This gives the team a visualisation of precisely what's happened.
- Please attach your log file. 'Finding your Lineardraft Log File' shows you where to grab it and attach it to your ticket.
- Finally, explain your 'Priority' selection from the drop-down list. This helps us further understand the severity of the defect.
Please make sure you only ask us to investigate an individual bug or issue. This is an essential part of our assurance process. Each time we investigate or fix an issue, we need to track the changes we make and why we made them!
Top tip: If you have one, a video or screen recording of the defect occurring would be fantastic!