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Submitting Bugs / App Issues

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How to Report a Bug
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⁠

Any bug that is happening in the production environment needs to be submitted via the
company wide portal
⁠
. Use the below two options given:
Bug: should be used for cases where you are able to replicate the issue and can provide step by step instructions of how to do so
Possible bug: should be used when you came across an issue but are unable to replicate. In this case the ticket will be monitored to see if Engineering can identify the core issue. Note that anything that falls into this category is harder to investigate and fix. The timeline on when these issues will vary per case
Performance Issue: should be used when customers report that the app is slow and it is unlikely to be related to a bug or recent release.

General guidelines:

Bugs that are happening in production should always be reported via the above portal (
this
⁠
). Slacking, emailing, or verbally pointing out a bug you noticed does not count. If the issue was not reported properly it will not get fixed
Only the person who came across the bug should report the bug. Please do not ask someone else to report a bug on your behalf. It will only cause delays and confusion
For bugs reported by customers - only the person who spoke directly with the customer should report the bug
All bug related communication should remain in the relevant ticket. All updates will be added to the ticket itself. Please make sure you review the ticket once in a while for the latest updates.

Submitting bugs guidelines:

Always include the account that noticed the bug (the email address associated with the meez account)
If the issue was reported by a customer, please copy/paste the message from the customer to the form for reference
Use the priority guidelines outlined in the next section to set the urgency of the issue
Issues that are marked as Urgent priority will only get pushed to engineering and hotfixed as urgent if they fall under the list of approved urgent cases
All issues that are marked as High priority will go through an extra approval step from the product team
For bugs (rather than “problems to investigate”) you must include a step by step instructions on how to replicate. This is by far the most important part of the form, if not included (or not properly included) the ticket will be sent back to you to redo. The format of the instructions should be similar to the below:
Login as user x@getmeez.com to production
Click to view recipe Y (include link to the recipe)
Switch to edit mode
Enter in the single like: “One cup water”
…
Results: This is what is happening
Expected results: This is what actually should be happening.

Bug priority definition

Below table includes guidelines and definitions of bug priorities. Please use it as a reference when reporting bugs to Engineering.
Priority
Reference question
General guidelines
Examples
Urgent (Hotfix)
Are most of our customers completely blocked at the moment?
​
If Yes then the issue is Urgent priority
App is down or inaccessible
Users are completely unable to perform the core actions in the app and are blocked from being able to do their jobs
Global miscalculations to crucial data are presented to users (scaling, cost, and nutrition data is globally inaccurate).
For this to be considered as “Urgent” the bug should impact globally vs 1-2 users only or specific edge cases
Payments integration is broken
Notes:
We must be able to replicate the issue on at least 3 different accounts for it to be considered Urgent
Must be a global issue (nutrition label always calculates wrong to all users)
Exceptions:
At least 3 customers reported the issue within the past 24 hours AND the issue is a functionality related issue (3 users or more reported that they cannot take specific action in the app)
Below is the full list of approved “Urgent” cases. If it is not below if should not be reported as “Urgent”. If you come across another case that is not included below but seems “Urgent” please submit it as “High” and Escalate the issue.
App is completely inaccessible (404 errors, pages fail to load, etc)
Users cannot create or view recipes at all (view recipes in home page and click to view recipe itself)
Users cannot add/update/remove ingredients from/to recipe at all
Users cannot add/update/remove prep steps at all
Users cannot view recipe costs or make any edit to Costs
Users cannot access any inventory sheets at all, cannot start/end inventory counts, or cannot create new inventory sheets
Users cannot create or view menus at all
Global miscalculation of recipe costs (recipe costs always wrong)
Global miscalculation of menu costs (all menus calculate wrong costs always)
Global miscalculation of Inventory reporting (all inventory reports show wrong values)
Global miscalculation of Analytics dashboard (one of the top metrics does not work or is completely off for all users)
Users cannot view recipe nutrition tab or make any edits to nutrition tab
Global miscalculation of recipe nutrition (nutrition label is always wrong - label calculations are wrong)
No one can print recipes
Users cannot create/view any recipe books
Users cannot add recipes to recipe books at all
Users cannot make any copies of recipes
Users cannot scale recipes at all
Scaling recipes results in wrong values (for example: if user changes “g” to “cup” and the updated qty is wrong - thats urgent to fix)
Organizations cannot add or remove team members at all
Team members cannot see the organization content at all
Users cannot import ingredient costs at all
Users cannot access Purchase Items tab and/or cannot perform any action in Purchase Items tab
Ingredient pages are not accessible
Docs are not accessible
Users cannot access the Plan page (within Profile pages)
Users cannot switch plans at all within Profile pages
High
Are at least 25%** of our customers blocked from doing certain things, but are still able to perform most key actions in the app?
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If Yes then the issue is High priority
​
** if one of our top 5% customers (a VIP) is impacted - then the issue can be considered as High even if it does not impact 25% of users
​
Users are unable to perform the core actions in the app sometimes (or in certain cases only) but are not fully blocked from being able to do their jobs
Any issue related to recipe/menu/inventory costing that do not not fall under the Urgent category (for example: allergies are not displaying in label, Nutrition label not generating when recipe has sub recipes)
Issues that have no workaround
Performance issues
Notes:
We must be able to replicate the issue for it to be considered High priority
Must impact at least 25% of users (in other words: issues that impact one user only should not be considered High)
Below are some examples of cases that would fall under the High priority:
Team members cannot print recipes that include tools
Cost tab in recipe page is not calculating properly when total yield has a container unit
Nutrition label is not calculating properly when sub recipes are included
Inventory reporting is off when sheet includes prep actions
Users can't add prep actions to menus
Users cannot export recipes
Users cannot add tools to recipes
Users cannot map ingredients or set uom or accept costs on PIT
Users cannot share recipes
Medium
Are users frustrated, but are still able to perform any action they need in the app?
​
or
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Are users able to perform any action they need in the app but possibly slower (require an extra step, etc)?
​
Or
​
Does this issue impact less than 20-25% of our users (and does not impact VIPs?)
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If Yes then the issue is Medium priority
Issues that are “frustrating” or causing not optimal experience, however are not impacting the users ability to perform their day to day critical tasks
Nutrition or Doc related issues
Issues with acceptable workaround (that can be done by the user)
Below are some examples of cases that would fall under the Medium priority:
Purchase items with no issues still show in PIT (floating Purchase Items)
Ingredients the user previously deleted are still showing in home page
Users cannot delete ingredients from table page, but they can from ingredient details page itself
User cannot update a team members name in Manage Team page
Initiating a new inventory count does not display right away - sometimes requires page refresh
Sort order on Menu pages is not working properly
Adding a menu item sometimes accidentally adds a duplicate
Users cannot re-order items in their Inventory template (but are able to add/remove items etc)
Low
Will users even notice something is wrong? If they do - will they even think twice about it?
If No then the issue is Low priority
Issues that are not impacting the users ability to use the app (and are not causing frustration for users)
Misspellings
Plan name for some users is inaccurate in Profile page
There are no rows in this table
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Escalating bugs

Once a ticket is submitted, changing its priority can be done in one of two ways:
To update the priority of a ticket to “High”: add a comment to the ticket and CC Marylee and Pad
To update the priority of a ticket to “Urgent”: click Escalate from the ticket itself.
Escalating tickets should happen if 3 different customers reached out about a specific issue within 24 hours. Any other case that requires change of priority should be done via a comment.

Workflow by bug priority

Below represents general guidelines and expectations when it comes to bugs per the priority they were entered as.
Priority
SLA (response time - for when you will hear back from support. This is NOT SLA for resolving issues)
Requires approval?
Resolution timeline
Urgent
Within 30 minutes during Normal Business Hours and except as otherwise provided herein, within 4 hours
No approver needed, as long as the bug is confirmed and falls within the guidelines - it will go to dev automatically. Slack to the #hotfix channel will be sent as global notification.
Urgent issues will be worked on and hotfixed to production ASAP
High
Within one business day
Product must approve urgency on all bugs that are submitted as “High”
Will be sent to Engineering and added to the upcoming release when possible. Note: when it makes sense, High priority issues could also be hotfixed to production. To consider a High priority issue for a hotfix, escalate the issue and add a comment for the product to review and approve.
Medium
Within 3 Business Day
Not needed
Will be sent to engineering and worked on in one of the near future releases.
Low
Within 5 Business Days or more. Note that Low priority issues will move to “Monitor” stage automatically and will be resolved when time permits.
Not needed
Will not be sent to engineering. Low priority issues will stay in the support portal and will be monitored. Once a quarter all Low priority issues will be evaluated and sent to engineering when it makes sense. If a low priority bug becomes a bigger issue, please escalate it to consider priority update.
There are no rows in this table
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Ticket statuses

Below is the list of the available ticket statuses and meanings.
Status
Meaning
Open
Newly reported bug. Not yet reviewed by support
Monitoring (low priority)
All tickets that are reported as Low priority, or are updated later to Low priority will reside in this status. All issues in this status will be evaluated once a quarter and sent to engineering if it makes sense. There is no timeline for how long an issue will stay in this status, for that reason if a low priority issue becomes a bigger issue at any point - please escalate it to move it through the process quicker
In Progress
Issue is being evaluated by the support team. This step includes a actions:
Verify that the bug is a legit bug (and not human error or a feature request). Tickets that are discovered as human errors or features will be closed and a comment will be added for reference
Verify that the bug is not a duplicate of an existing. Duplicates will be closed and a link to the duplicate ticket will be added
Verify that the Urgency added to the ticket follows the guidelines. Tickets that do not follow the priority guidelines will be sent to the product team for approval before continuing to the next step
Escalated
A few cases will require product approval:
All High priority tickets
All tickets that were submitted with a priority that does not align with the guidelines
Escalated tickets (by request)
At this stage Product will decide if the priority aligns with the issue and will either approve and move back to engineering, or reject and adjust the priority to match what it should be.
For tickets that the reporter requested to escalate from the support portal- these issues will be evaluated by product and updated accordingly. Escalation cases include:
Issues that are not included in the Urgent issue list but should still be considered as Urgent: ticket should be reported as High priority and escalated
Issues that are High priority but are good candidates for hotfix
Low/Medium priority issues that become higher priority and should be re-evaluated as higher urgency
Waiting on customer
Ticket is on hold - waiting for additional information from the requester
Waiting on support
Two main reasons for tickets to fall in this category:
When new comments from the reporter are added to a ticket, the ticket will flow to “Waiting on support”. At this stage the ticket is on hold for someone from the support team to review the comment and take the necessary next steps.
For tickets that product is either approved or rejected. On hold waiting for someone from the support team to move the ticket to the next step
With engineering
Tickets were sent to engineering and are in queue to be worked on (or are already being worked on). A link to the engineering ticket will be available within the ticket itself and will represent the status. The list of statuses and their meanings can be found here.
Validating fix
Ticket completed development phase and the changes are being validated by our QA team.
Fixed
Bug fix was deployed to production (bug is fixed)
Closed
Ticket closed due to one of the below reasons:
Ticket is a duplicate of another (in which case a linked ticket will be available)
The reported closed the ticket from the support portal
Issue could not be replicated
Issue is not a bug - but human error
Issue is not a bug - but a feature request (and should be submitted as one)
There are no rows in this table
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Handling urgent issues and hotfixes

When an issue is reported with a priority of Urgent the process to handle the issue should follow the below:
Jira service desk automation has an automation in place to send a slack to the #urgent-issues slack channel whenever a issue is reported with priority Urgent
The #urgent-issues channel will always include all the members of the engineering team only (business users will not have access to this channel
Someone from the support/qa team will evaluate the ticket to validate and confirm the issue and its priority
If the issue does not fall under the Urgent guidelines described in this doc - the ticket will be moved to Product to review and evaluate if the urgency is accurate or not
If the issue ends up not being an issue at all, it will be sent back to the reporter and closed
If the issue is confirmed to be urgent the below will happen:
A slack message will automatically be sent to the #hotfix channel. #hotfix channel is the business facing slack channel where urgent issues (that were confirmed by engineering as such) will be reported. The message to the channel is automatic and will not require any effort on anyone from Engineering (to report it)
A Jira ticket will automatically get created as well within the main Jira project (sent to the developers). It will not be assigned to anyone automatically. Whoever sees it first and can handle it - will grab it and assign it to themselves. A link of the dev ticket will be linked and visible in the main portal ticket
Another slack message will be sent to the #urgent-issues channel to let the team know
Issues that are urgent should be looked at ASAP and hotfixed to production outside of the normal release schedule.
Once the issue is fixed and hotfixed to production - Marylee (or anyone else from the team who can) will send a message to the #hotfix slack channel to let the team know that the issue has been fixed, and close the Asana ticket.
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