Record where the issue appears.
MapMyStaff Help Centre
Before contacting support, record exactly what you observe.
Keep the context simple: where the issue appears, when it happened, what you expected, what actually happened and what changed recently.
Immediate answer
Start with the facts, then change one thing at a time
Reproduce the behavior in the simplest possible context, keep useful evidence and send only the necessary information if the issue remains.
Diagnostic note
Six useful details to record
Record only what exists and what is relevant to your situation.
Record when you observed the issue or made the attempt.
Describe simply what should have happened.
Describe what actually happened and copy the exact message when one exists.
Add an appointment reference or another non-sensitive reference when one exists.
Record recent configuration changes. Add the browser, device, or language only when relevant.
01Compare
Separate what you expected from what you observed
Copy the exact message when one exists. Avoid immediately assuming a bug or changing several settings at once.
What to record
- The exact action attempted.
- The precise location in the interface.
- The expected result and the observed result.
- The exact error or rejection message.
- The date and time of the observation or attempt.
What to avoid
Do not immediately conclude that there is a bug or change several settings to “see whether it works.” The first step is to preserve the observed state.
- Do not paraphrase the displayed message: copy it exactly.
- Do not delete a record solely to restart the test.
- Do not change a rule before documenting its current value.
02Test and keep
Change only one variable at a time
Reproduce the behavior in the simplest possible context. Keep useful evidence before trying again and stop if the next test could modify real or sensitive data.
Keep
- Exact message and reproduction steps.
- Sanitized screenshot.
- Non-sensitive identifier.
- Controlled-test result.
- Checks already performed.
Never send
- Password or authentication code.
- Access key or token.
- Unnecessary personal or medical data.
- Screenshot containing unmasked sensitive information.