Before Submitting a Report
- Verify the issue is reproducible and not an isolated incident.
- Check the release notes or known issues list to see if the problem has already been identified.
- Confirm you are running the latest supported version of Dexero FD.
- For interface issues, try clearing your browser cache before filing a report.
Severity Levels
| Level | Label | Description | Response Time |
|---|---|---|---|
| P1 | Critical | Complete outage, data loss, or security breach. Immediate action required. | Within hours |
| P2 | High | Major feature broken, no workaround available. Significant user impact. | Same business day |
| P3 | Medium | Feature partially broken, a workaround exists. Moderate impact. | Within 1–2 days |
| P4 | Low | Minor or cosmetic issue, or an improvement suggestion. | Next release |
What to Include in a Report
01 — Title
A short, descriptive summary of the issue.
“Form submission fails when attachment exceeds 5 MB on Chrome”
02 — Environment
Dexero FD instance/URL, operating system, browser version, and user role.
03 — Steps to Reproduce
A clear, numbered sequence of actions that leads directly to the bug.
04 — Expected vs. Actual Behavior
Describe what should have happened and what actually happened.
05 — Screenshots / Recording
Visual evidence of the issue to help the team reproduce it faster.
06 — Logs
Browser console errors (F12), Dexero FD application logs, or server-side logs.
07 — Frequency
Indicate if the issue occurs always, intermittently, or only under specific conditions.
How to Submit a Report
Support Portal : client.dexero.com
Ticketing System
Your organization’s designated project board
P1 Critical Issues
Contact support directly by phone for immediate escalation
⚠ Important: Do not report bugs through informal channels such as email threads or instant messaging.
This may result in delays or lost information.
This may result in delays or lost information.
After Submission — Workflow
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Acknowledgement — The support team confirms receipt within 1 business day (P1/P2 within hours).
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Triage — The issue is reviewed, reproduced internally, and assigned a priority level.
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Investigation — The development team analyzes the root cause and identifies the fix.
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Resolution — A fix is deployed via patch, hotfix, or included in the next scheduled release.
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Verification — You are asked to confirm the fix resolves the issue in your environment.
Tips for Effective Reporting
- Submit one report per bug — avoid grouping multiple issues in a single ticket.
- Be factual and concise — avoid assumptions about the cause without technical evidence.
- Update the existing ticket if you find additional information, rather than opening a new one.
- Respect severity levels — over-escalating routine issues can delay resolution of critical ones.