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Module: Daily IT work communication

Talking about bugs and issues

Daily IT Work Communication: Talking About Bugs & Issues

Here's a breakdown of how to communicate about bugs and issues effectively, geared towards software professionals. This covers reporting, discussing, and following up.

I. Reporting a Bug – Initial Report (Email / Ticketing System)

Key Principles:Clear, concise, and reproducible. Assume the receiver knowsnothingabout how you found the bug.

Bug Report Template

Subject:[Project Name] – [Component] – [Brief Description of Bug] – [Severity]

Reported By:[Your Name]
Date:[Date]

Environment

  • OS:Windows 10 / macOS / Ubuntu
  • Browser:Chrome, Firefox, Safari (if applicable)
  • Version:Software version (critical)
  • Database:PostgreSQL, MySQL, MongoDB (if applicable)
  • Other Details:Hardware, network, permissions

Steps to Reproduce

  1. Navigate to the Settings page
  2. Click the “Save Changes” button
  3. Observe the error

Expected Result:Describe what should happen
Actual Result:Describe what actually happens (include error messages)

Severity:High / Medium / Low
Priority:Optional (often decided during triage)

Attachments:Screenshots, recordings, logs (highly recommended)

Notes:Any extra information that may help debugging

Severity Definitions

  • High:Critical functionality broken, data loss possible, or production system down
  • Medium:Important functionality impaired, workaround exists
  • Low:Minor or cosmetic issue with minimal impact

II. Discussing Bugs – Meetings & Chat (Slack, Teams)

Key Principles:Focus on facts, avoid blame, and collaborate.

Useful Phrases

  • “I’m seeing an issue where…”
  • “When I follow these steps, I consistently get…”
  • “I’ve attached a screenshot/log file.”
  • “Has anyone else encountered this?”
  • “I suspect the issue might be related to…”
  • “What’s the best way to approach this?”
  • “Could you review this specific code section?”
  • “I’ve tried a few solutions already.”
  • “To clarify, are you saying…?”

Example Chat Flow

  • You:Seeing a 500 error when updating email on profile page
  • Developer 1:What browser are you using?
  • You:Chrome 98 on Windows 10
  • Developer 2:Works on Firefox, might be browser-specific
  • You:I’ll try clearing cache
  • Developer 1:Logs show database connection issue
  • You:That aligns with last night’s DB maintenance

III. Following Up on Bugs

Key Principles:Polite persistence, updates, and closure.

Useful Follow-up Phrases

  • “Just checking in—any updates?”
  • “Retested with the latest build; issue persists.”
  • “Happy to help debug if needed.”
  • “Please let me know if more info is needed.”
  • “Verified the fix—issue resolved.”
  • “Closing this ticket as resolved.”

Example Follow-up Email

Subject:Following up on [Project] – [Bug Description]

Hi [Developer Name],

Just checking in on the reported profile update issue. I retested with build [Build Number] and it still occurs.

I’ve attached updated logs for reference.

Let me know if I can assist further.

Thanks,
[Your Name]

IV. Important Considerations

  • Include full error messages— don’t paraphrase
  • Use a consistent ticketing system
  • Report issues early, even minor ones
  • Be respectful— focus on solutions
  • Analyze root causesto prevent recurrence
  • Document workaroundsclearly
  • Communicate impact clearlywhen assigning severity