- JIRA Issue Tracker: https://foundry.openuru.org/jira
- Hesk Support Tickets: http://support.openuru.org/
Firstly, for anyone who's moderately familiar with JIRA we'd prefer that they create an account on the Foundry and report issues directly in JIRA - https://foundry.openuru.org/jira (also see the note on installing the SSL certificate: http://wiki.openuru.org/index.php?title ... stallation).
We realize that JIRA may be a little unfamiliar or daunting for many people so we're introducing a simpler support ticket system where people can report bugs and post feature requests, and in particular record anything that seems to be glitches related to the shard itself, account creation, etc., rather than the software that is being tested.
The Support Ticket system does not require users to register: Simply supply a name and email address when you submit a ticket. We do ask that where possible the name you use is a forum name that we're likely to recognize either from here or the MOUL forums. When you submit a ticket, you will be provided with a ticket number, which you will need if you want to check on the progress of your ticket (the ticket number will also be sent to you in an acknowledgment email, so you don't have to rush to find pencil and paper )
For bug reports, we'd like you to provide some basic details of your computer in the "System Details" field, such as make and model, processor speed, system RAM (there is a separate field where you can tell us what operating system you use)(Tip: To avoid having to enter these details on every ticket, you may want to create a text file on your desktop and save your system details in that file, then you can simply attach it to each ticket). You can add up to two attachments to your ticket: Currently these are limited to files of not more than 1MB in size and only some common file types are accepted (e.g. JPG, PNG, BMP, TXT, DOC, XLS, PDF, ZIP, RAR): If you wish to submit mutiple small files (such as several screenshots), then it's best to zip them into a single attachment. Similarly, if you need to provide a log file or any other file to support your report that can't be directly attached to the ticket, then you should also zip those first. If you need to supply more than two attachments or the file size is greater that 1MB then simply add a note in your ticket that you have additional material, and we'll get back to you with a way that you can send it to us.
As we build up experience of how people use the tickets and what kind of information we need then we may adjust the form fields and options slightly, so submitting a ticket about the ticket system is quite acceptable .
In due course, we will probably need one or two volunteers to process support tickets and transfer them into JIRA.
You can find the Support Ticket system at http://support.openuru.org/