Types of Issues

Functional Issues

Our customers reach out to us when they don't understand a certain part of the product or want to enquire about our services, to address such concerns we follow the following steps.

1. Read the subject and message sent by the customer to understand it thoroughly.
2. The query can be related to a product or our services, the first step is to identify this.
3. If this is about ERPNext or FF, send them the link to the appropriate documentation available from here.
4. If it is about services, it can be of type version upgrades, subscription plans, etc, search for that topic in the handbook and follow the steps.
5. Functional Queries can also turn out to be an investigation. After understanding the customer's query and the expected results they require, try to understand the cycle and respond to them.
6. While responding, try adding a few screenshots or GIFs for them to refer to.

Classification:
Priority -> Functional Query/Investigation
Issue Type -> How to

Bugs

Our customers report an incorrect or unexpected behavior by the system, to which we follow the below steps to validate if it is a bug or some customization they did at their end (usual cases).

Validating a Bug

1. Read the subject and message sent by the customer to understand it thoroughly.
2. Gain enough information from the customer to be able to recreate it in your test instance.
3. If you're able to replicate it, escalate it to the L2 team. If not, then go through the customer's account to confirm the behavior.
4. Before escalating, add all your findings, steps to reproduce, and screenshots if required to the Description field. (Use GIFs or Screenshots to explain the bug)
5. Send a message of appreciation for reporting the bug and about the steps you have took to escalate it.

Classification:
Priority -> Bug
Issue Type -> Bug
Frappe Support team -> L2 ERPNext/Framework

Feature Requests

Types of Feature Requests:

1. A new feature altogether: a feature that is not a part of ERPNext or Frappe Framework(FF).
2. Change Request or Feature Upgrades: these are feedback on how we can enhance the existing feature.

Receiving such requests is a sign that our customers want our product to grow along with alleviating their experience. Handle these requests positively.

After receiving the feature request, try to find an alternate solution to their problem (you will be amazed to find out the workarounds available in FF😃).

If there's no immediate workaround available, follow the steps below:

1. Go to GitHub
2. Find the repo, and create an issue with the label "Feature Request"
3. Send the GitHub issue link to the customer
4. Mark it as Resolved.

If they are ready to pay for the feature request, connect them with the Sales team to take it forward.

Classification:
Priority -> Service Request
Issue Type -> Feature Request

Security / Vulnerability Issues

To report such vulnerabilities, community members either use this form or directly email security@erpnext.com.

If there is any request received at L1, redirect them to the above-mentioned email address.

You can use the following email template to address such concerns:

Hi,

To report any security-related concerns, please use this form or email us at security@frappe.io.

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Your Signature.