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Introduction

The vast majority of issues clients report to the XTM support team via tickets turn out to be bugs which need repairing by the XTM development department.

By the XTM team, a BUG is defined as an undesirable behavior that occurs after certain conditions are met; in other words, it can be seamlessly reproduced by performing a set of actions in a strict order.

Therefore, it is essential for you to provide as much information as possible on the encountered problem to facilitate a quicker bug fixing and ticket resolution.

Guidelines

Below is presented the list of items you should consider including when you want to report a bug:

  1. Internet browser you are using for your work in XTM (Google Chrome, Mozilla Firefox, etc.) and its exact version → please, click here for help;

  2. URL you are using to log in to the XTM platform;

  3. Company name you are using to log in to the XTM platform;

  4. If the problem pertains to a specific project - project name or its ID, including some additional data, such as: filename(s), target language(s), particular segment(s) in Workbench → please, click here for help;

  5. Detailed description of the issue: location of the problem, clarification on the expected behavior, etc.;

  6. Step-by-step scenario on how to reproduce the behavior - if it can be reproduced;

  7. Confirmation on performing the basic troubleshooting routine prior to raising a support ticket: clearing out browser’s cache, trying another browser, running the browser without any plugins and/or extensions, trying the “Incognito mode” (please, click here for help);

  8. Any additional information on the problem that might be useful from the XTM support team standpoint (screenshots, video recordings, etc.). We highly recommend using ScreenToGif tool for recording the screen and saving it as a GIF file or video. It is complimentary in its portable version: ScreenToGif.

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