Once a bug report ticket has been submitted, it will be examined by a member of The Pixel Farm's support team to decide on the validity of the bug report. During that time, the Status colum in the tickets table will show Submitted
The time this initial validation step may take can depend on the complexity of the bug, as well as the details given with the initial bug report.
When a ticket has been accepted, the ticket's status will change to Open. You will also receive an automated email notification to the email address provided for the bug report.
Communications about the ticket
At this stage, all communications between you and The Pixel Farm's support team will happen through the integrated direct messaging system in PFManager. If our engineers need additional information they will accept the bug and contact you through this system.
Once a ticket has been accepted, you can use the use the direct messenger to contact The Pixel Farm with further updates about the bug. A bug reporting ticket works like common messaging apps. Click Reply and type your message into the text box, then click Send to send the message.
In some cases, we may need additional files to help us identify and fix the bug. For example, if a bug occurs only for a specific set of files, we may not be able to fix it unless you can provide some examples.
The Upload File panel in the bug reporting tool allows you to submit additional files to your bug ticket.
File Type: The kind of file you are going to upload. Options are:
Application Log: The application log file.
Screenshot/Movie: A screenshot or screen capture movie illustrating the bug.
Footage Zip: A zip archive of the footage used when the bug occurs.
Project Zip: A zip archive of the project's folder where the bug occurs.
Other: A file not listed above that may help illustrating the bug.
Select File: Locate the file.
If the File Type is Footage Zip, you can select how The Pixel Farm can use the uploaded footage. Options are:
- Private, delete when ticket is closed
- Can retain for internal testing only
- Can retain and use for public demo/promotion
Cancel: Do not upload the file and close the panel.
Upload: Upload the selected file.