The proper discovery, recreation, escalation, tracking and management of all DAO Discord triage reports is the responsibility of the Operations Workstream.

Maintaining respectful communication, providing helpful troubleshooting advice, and detailing recreations concisely in a timely manner is the focus of Operations responses.

There are no stupid questions and ample learning opportunities for all parties involved during triage discovery.

Troubleshooting or mitigation steps may be discovered that help users currently experiencing the issue and should be suggested as an alternative while the fix is addressed.

As a responder, here are simple questions to ask yourself during the discovery process of a Triage report. These are questions that are also asked of anyone before they report an issue:

Does waiting or a refresh fix the issue? Does disconnecting or forgetting and reconnecting your device fix the issue? Does logging out/logging in fix the issue? Does force quitting the app fix the issue? Does deleting the app and re-downloading fix the issue? Does clearing your cache/incognito fix the issue? Does the issue persist on multiple browsers? Does logging out/logging in fix the issue? Can anyone else recreate the issue? Does changing hardware fix the issue?

It’s a Bug

If the issue is recreate-able, it is best to perform more tests to isolate specificity of the bug and reduce engineering discovery time and false reporting of issues:

Can the issue be recreated on fresh incognito browsing sessions?

Is the issue isolated to a specific browser?
Is the issue isolated to a specific wallet connected to ShapeShift? Is the issue isolated to a specific chain, asset type? Is the issue isolated to a specific feature or area of the ShapeShift platform? Are there any actions a user could perform to troubleshoot the issue? Are there any resources outside of ShapeShift that could help a user resolve the issue? Can you have your issue recreated by another contributor?

  1. Ops will ensure the details on the ticket are complete and accurate in order for a GitHub ticket to be made.
  2. Gather the information to be included in the GitHub ticket to ensure the engineer working on this is fully equipped to fix the issue
    1. Title
    2. Overview
      1. High Level description
    3. Reference
      1. numbered recreation steps
      2. Video of error
      3. any errors from logs related to the error
      4. Links to relevant discord discovery/report threads
    4. Acceptance Criteria
      1. What is needed to resolve the issue completely and close the ticket
  3. Once GitHub ticket has been created, a needs engineering or needs products and bug tag should be placed.