Reporting a problem

Use a problem report to tell the HAPR team that something is broken, wrong or confusing. You send it from the page where it happened, and everything you have reported is kept on the Incident reports page. To ask for a change rather than report a fault, see Enhancement requests.

Report a problem#

1. 1
   Open the help panel with Help & Support and press Report an incident. On a phone you can also open your user menu from your initials and press Report an issue.
2. 2
   Check Your name and Email. They are filled in for you. Change them if you are reporting on someone else's behalf, because replies go to this address.
3. 3
   In What went wrong, say what happened in a sentence.
4. 4
   Optionally, in What did you expect instead?, say what should have happened.
5. 5
   Optionally, in Anyone else who should know?, type a colleague's name or a full email address. They get the updates too.
6. 6
   Choose a level in How bad is it?. You cannot send the report until you do.
7. 7
   Optionally, add screenshots, videos or files.
8. 8
   Press Send report.

The panel is headed Report an issue and says "Goes straight to the HAPR team." When the report is saved it shows Report sent with your reference number. A copy goes to your inbox.

The help panel is not offered on sign-in pages, registration forms, the event app or the support pages themselves.

Choose how bad it is#

Choose the level that fits best. Marking everything as critical makes the level meaningless.

Attach files#

• Add up to 5 files, each up to 25 MB.
• Accepted files are images, videos, PDF, CSV, Excel, Word and text files.
• Drop files on the box, press it to choose files, or paste a screenshot with Ctrl + V.
• Remove a file with the small cross beside its name before you send.

What is sent automatically#

You do not need to look for technical details. The report carries the page you were on, the event you were in, your browser and screen size, any recent error on the page and the last request that failed.

Add what only you know. A good report says what you expected, what you saw, and one example such as an attendee name or a booking reference.

Who receives it#

• The HAPR team receives every report.
• You receive a copy, and any colleagues you added receive the updates.
• When you report from inside an event of your own organisation, that event's issue contacts are copied too, on the report and on its updates.
• One report can carry no more than 5 colleagues in all, counting the event's issue contacts.

Set the issue contacts for an event#

Choose who on your side hears about problems on an event.

1. 1
   Open the event's Attendee manager.
2. 2
   Press the More icon (three dots) and choose Settings.
3. 3
   On the Dropdown values tab, find Issue reports go to.
4. 4
   Press + Add contact, then enter a name and an email address. You can add up to 3 contacts.
5. 5
   Press Save values.

Remove a contact with the cross at the end of its row. If nobody is listed, reports still reach the HAPR team.

See if it is already known#

Straight after you send, HAPR checks whether the problem is already known. If it is, a panel headed "We think we know about this one" shows a workaround, marked as suggested by the HAPR Assistant.

• Press Yes, that's it if it solved the problem. The report stays on file under its reference, so you can reopen it any time.
• Press No, it didn't help to pass it straight to the team.

If the check cannot run, your report is still filed and the team sees it. The panel says "We've logged this for the tech team. There's nothing else you need to do."

Follow your report#

The team reviews each report and works on it. A report has one of four statuses.

• New
• Investigating
• Resolved
• Won't fix

You are emailed when the team replies or the status changes. Press View your ticket in the email to open the ticket page. It shows what you reported, the page it came from and the conversation with the team.

1. 1
   Write in the box headed Reply to our team. Press Attach to add a file.
2. 2
   Press Send reply.

People following the ticket are listed under Also following. Press Add people to add more.

A resolved or won't fix ticket stays closed when you reply, but the team sees your message.

See your reports#

Open your user menu from your initials and press Incident reports. The page lists everything you have raised, plus reports someone else tagged you on. Those carry a Tagged label.

app.thehapr.com/my-reports

• The counts at the top show Raised, Still open and Updated since you last looked.
• Press Open to hide resolved and won't fix reports. Press All to see everything.
• Each row shows the reference, the level, the date raised, the title, what last happened (for example "Our team replied") and the status.
• Press a row to open its ticket page in a new tab.
• Press Back to hub to leave.

If you have not reported anything yet, the page says You have not reported anything yet. Whatever you send appears there.

Good to know#

• A red dot on your initials means a report of yours has news since you last opened Incident reports. The user menu shows how many. Opening the page clears the dot, and rows that moved keep their own dot until you leave.
• A resolved or won't fix report never lights the dot, though it stays on the list.
• The list shows up to 200 of your most recent reports.

If something looks wrong#

• Your name and email are needed so we can reply. Fill in both boxes.
• Tell us what went wrong. Fill in What went wrong.
• Up to 5 files. Remove one before adding another.
• is larger than 25 MB. Shrink the file, or share a shorter recording.
• is not a file type we accept. Images, videos, PDF, CSV, Excel, Word and text files are. Use one of those types.
• does not look like the file type its name says. The contents do not match the name, so do not rename a file to change its type.
• That email address does not look right. Check Email for typos.
• Could not upload the attachment. Please try again. Try again.
• Could not save the report. Please try again. Try again, and if it keeps happening, tell your HAPR contact.