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

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

It is therefore essential for you to provide as much information as possible about the problem encountered, to speed up bug-fixing and ticket resolution.

When reporting a bug, you shall do it via the official form, on the Customer Portal: https://xtm-cloud.atlassian.net/servicedesk/customer/portal/3/group/18/create/66.

Basics

Below you can see a list of the items that you should consider including when you want to report a bug:

1. Internet browser you are using for your work in XTM Cloud (Google Chrome, Mozilla Firefox, etc.) and its exact version → see How to find the version of an Internet browser for help,

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

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

4. If the problem concerns a specific project, the project name or its ID, including some additional data, such as: filename(s), target language(s), particular segment(s) in XTM Workbench → see How to find basic contact details (URL, company name, project name) for help,

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

6. Step-by-step scenario for reproducing the behavior, if it can be reproduced,

7. Confirmation that you have performed the basic troubleshooting routine before creating a support ticket: emptying the browser cache, trying another browser, running the browser without any plugins and/or extensions, trying “Incognito mode" (see How to diagnose performance issues for help),

8. Any additional information on the problem that might be useful from the XTM International Support team standpoint (screenshots, video recordings, etc.). We highly recommend using the ScreenToGif tool for recording the screen and saving it as a GIF file or video. The portable version is free to use: ScreenToGif. For screenshots, there is a convenient tool for capturing particular fragments of the screen, called Greenshot.

Advanced

Generating a HAR file from Google Chrome

The XTM International Support team may ask you to send them the so-called HAR file, to further troubleshoot the issue.

Follow the steps below:

1. Open Google Chrome and go to the page where the issue is occurring.

2. Look for the ⋮ button and select More Tools → Developer Tools.

3. From the panel that appears, select the Network tab. You must keep the menu open while you reproduce the issue; select the WS option in the Network tab.

4. Reload your browser to see the traffic over WebSocket (which is for XTM Workbench issues only).

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5. Look for a round record button in the upper left corner of the tab, and make sure it is red. If it is grey, click the button once to start recording.

6. If it is not, check the Preserve log box.

7. Click the crossed-circle button to clear any existing logs from the Network tab.

8. Reproduce the issue while the network requests are being recorded.

9. Click the download button, Export HAR, to download, and save the file to your computer: Save as HAR with Content.

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