As someone who frequently fields technical questions, I’m sometimes surprised by the lack of detail that is provided when bugs/problems are reported. I would like to fix any problem as quickly as possible but it only slows down the process when not enough information is provided.

One of my favorites includes: “it doesn’t work, help!” Not even telling me what program is being talked about or providing a URL to the error, what domain it is on, and/or using a nondescript email address like gmail (instead of user at domain.com which would at least possibly identify the domain that has the issue) or even if it is a desktop program or server side program.

I’m not sure about other techs, but my Spidey senses are ineffective for cases as described above, so I thought I’d create a HOW-TO for asking technical questions via email or on a messageboard or in IRC that I could point folks to in my email signature file. If the company has a support ticket system that allows you to choose checkboxes and identify yourself the number one rule of thumb: use their system. There are usually good reasons these companies setup systems. Efficiency and organization is at the top of the list because customers tend to greatly outnumber tech support.

I’ve added checkboxes so it is easier to make sure you’ve answered all these questions. Just bookmark this thread and return any time you prepare an email to report an issue with a desktop program or web (server-side) program.

Desktop program problem (Windows, Mac)

1. Provide your contact details.
If there is an account number or customer ID, then provide that.

2. Provide an alternate email or contact phone, ICQ, etc.
This way if the tech tries to respond to the email and your email bounces they can try an alternate method of contact to reach you.

3. Unregistered or registered user?
If you’ve registered the software provide the name and email address you used to register the software.

4. Describe your system configuration with applicable version number(s).
For example, don’t just say: Windows XP, explain whether it is Windows XP Home or Windows XP Pro and then what service pack you are using. If it’s a Mac, are you using Tiger? What version? This information enables the tech

5. Describe in great detail the steps you take to produce the problem/bug/issue.
For example, instead of saying: “it doesn’t work” use: “I start the program and receive the following error: ____

6. If there is an error message copy the entire error message and provide that in your report.

Web-based server side program (php, perl, ASP, etc)

1. If this is a site you pay for, then provide your customer details

2. Provide an alternate email or contact phone, ICQ, etc.
This way if the tech tries to respond to the email and your email bounces they can try an alternate method of contact to reach you.

3. Are you a registered user or guest visitor? The problem may occur for one and not the other. Supply the USER ID

4. Describe your system configuration with applicable version number(s) and provide the browser information as well. Not just Internet Explorer 6, but the full version of Internet Explorer. If it’s Firefox, then provide the full version number there as well. The version number isn’t a trivial piece of information, it will tell the technician what is being used so they can test in the same environment and try to reproduce the issue.

5. Describe in great detail the steps you take to produce the problem/bug/issue.
This includes when/where the error happened. For example: during site registration, when trying to make a new messageboard post, when trying to use the private messaging feature, etc.

6. If there is an error message copy the entire error message and provide that in your report.

Remember, by providing the answers to all these questions in your next bug/error report you will help the technician more easily debug and quickly fix the issue. Without this information, a delay will occur while the technician writes back requesting more information. Hopefully your email doesn’t bounce or that will delay things even futher.

Happy bug reporting to you!

Did this post make you go hmm?

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