Requesting work¶

Request for troubleshooting¶

Troubleshooting requests are made through a Support ticket. The more precise and detailed you can be when requesting troubleshooting help, the more effective Support Engineers can be in responding to a ticket. Consider including the following information in your ticket:

• The nature of the problem you want solved, both expected and actual behavior.

• Any actions or events that seem to cause the problem.

• Links to the pages where the problem is visible.

• Screenshots of the problem, especially if it is graphic in nature.

• Any errors that are visible to users, whether anonymous or administrative.

Review Support and TAM ticket information for more information.

Request a code update or change¶

If your RA request requires changes to code or database outside of a security update, answer the following questions when you initiate a ticket.

• What branch or tag should be used to create a new, testing branch? The default is to branch from the current production tag.

• What environment should be used for initial testing, Dev or Stage?

• Unless you are requesting a security update, the default environment for testing code changes is Stage. The branch will be deployed to a single environment for testing, and once tested, it will be merged into the master or trunk and available for all environments. If it is a security update, RA will use the RA environment unless otherwise requested.

• What database should be used to test against? The default is to copy the production database to the Testing environment.

Before requesting work, review the Out-of-scope areas section of Understanding the scope. It is also important to answer the preceding questions and to address the following items:

• Specify the code you want update. If it’s a specific file, provide the file’s location.

• If you want to update a module or core and desire to use a specific version, specify the version number in the ticket.

• If you would like non-security module updates, specify the version you want to apply. For additional information, see Understanding the scope.