The queue where reported problems land and get worked. Each ticket carries a code, the reporter, the page and URL, what was open at the time, screenshots, and — once resolved — the summary, the rationale, the test steps and the exact message sent back to the reporter.
Also called: report a bug · did they fix it · support ticket · bug queue · issue tracking
- 1Filters cross status, platform area, what the report was about, and the customer.
- 2The area facet is canonicalised to the surface only, so detail on the ticket does not mint dozens of one-ticket areas.
- 3Screenshots open in an in-page lightbox with arrow-key stepping.
- 4Resolving requires a summary — the server refuses one without it.
- 5Resolution emails only the reporter, never their colleagues and never another account.
- 6Recurrences are flagged when the same problem fingerprint has been resolved before.
The canonical-area rule carries its bug code: 'Canonical AREA = the platform surface only. Titles carry detail… and every distinct string was minting its own chip — dozens of areas, most of them one ticket.' The resolution rule is stated flatly: 'a "Resolved" badge that can't say what was fixed is worse than an open ticket.'
- Reports arrived without the context needed to reproduce them.
- Tickets were closed with no statement of what was actually fixed.
- A recurring problem looked like a new one every time.
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