What the App Team Needs to Diagnose and Resolve Your Issue Quickly
Purpose
When an app issue is reported with complete and accurate details, the app team can reproduce the problem, identify the root cause, and deliver a fix faster. Incomplete reports lead to back-and-forth questions and delays. Use this guide every time you report an issue so the app team has everything they need on the first pass. Report all issues to appsupport@driveshops.com.
Before You Report: Quick Checks
- Refresh the page or restart the app and try the action again.
- Clear browser cache and cookies (or try an Incognito/Private window) to rule out stored data problems.
- Perform shortcut: CTRL + Shift + R — this will clear and reload any new back end processed data.
- Clear your cookies manually: Right-click > Inspect > Application > Clear Data.
- Try a different browser (e.g., Chrome vs. Edge) to see if the issue is browser-specific.
- Check your internet connection by loading another website or running a speed test.
- Check if others are affected — ask a coworker at the same location to try the same action.
- Note whether the issue is repeatable — does it happen every time, sometimes, or only once?
Information Required for Every Issue Report
1. Customer and User Details
- Shop / customer name
- Location ID (and all affected locations if more than one)
- User name / login of the person who experienced the issue
- User role or permission level (e.g., admin, service writer, technician)
- Best contact name, phone, and email for follow-up
- Number of users affected (one user, several users, or the entire location)
2. Where the Issue Happened (App, Menu, Action)
- App name — which app was being used (e.g., SMS, DVI, Time Clock)
- Menu / screen — the exact menu path or screen name (e.g., Repair Orders > Open ROs > Edit RO)
- Action being performed — the button clicked or task attempted (e.g., clicking "Post Payment," saving an estimate, printing an invoice)
- Record identifiers — RO number, invoice number, customer, vehicle, or employee record involved
3. What Happened
- Short summary — one sentence describing the problem (e.g., "RO shows as Closed instead of Paid after posting payment").
- Steps to reproduce — numbered, click-by-click steps that lead to the issue.
- Expected result — what should have happened.
- Actual result — what actually happened.
- Error message — the exact wording, copied or captured in a screenshot.
- Date, time, and time zone the issue occurred (as exact as possible).
- Frequency — every time, intermittent, or one-time occurrence.
- When it started — and whether anything changed recently (update, conversion, new equipment, new user).
- Workaround — whether the user found a way around the issue.
4. Computer, Browser, and Network Environment
Many app issues are caused or made worse by the user's computer, browser, or network. Capture these details at the time the issue occurs:
| Item | What to Provide | Why It Matters |
|---|---|---|
| Internet speed | Download speed, upload speed, and ping/latency from a speed test | Slow or unstable connections cause timeouts, failed saves, and slow loading |
| Connection type | Wired (Ethernet), Wi-Fi, cellular hotspot, or VPN | Wi-Fi and VPN connections can drop or slow requests |
| Number of browsers open | How many separate browser windows/programs are open (e.g., 2 Chrome windows, 1 Edge) | Multiple browsers compete for memory and may conflict with sessions |
| Number of browser tabs open | Total tabs open, and how many are running the app | Many tabs use memory; the same app in multiple tabs can cause session or data conflicts |
| Browser and version | Browser name and version (e.g., Chrome 130.0) | Some issues only occur in certain browsers or outdated versions |
| Browser extensions | Ad blockers, pop-up blockers, password managers, or other add-ons in use | Extensions can block pop-ups, printing, scripts, or page elements |
| Device and operating system | Desktop, laptop, tablet, or phone; Windows/macOS/iOS/Android and version | Behavior can differ by device and operating system |
| Computer resources | Approximate memory (RAM) and whether the computer seems slow overall | Low memory or high CPU use can make the app freeze or crash |
| Screen resolution / zoom | Screen size and browser zoom level (e.g., 100%, 125%) | Display settings can hide buttons or cause layout issues |
| Peripherals involved | Printers, scanners, card readers, or other connected devices | Hardware drivers and settings often affect printing and payments |
5. Supporting Evidence
- Screenshots — capture the full screen, including the address bar, error message, and date/time if possible.
- Screen recording or video — record the steps leading up to the issue.
- Exact error text — copy and paste rather than paraphrase.
- Affected records — RO, invoice, or customer numbers that show the problem.
- Browser console errors (if requested by the app team) — press F12, open the Console tab, and capture any red errors.
- When slow (Google Chrome): hover over the tab to show memory usage and take a screenshot.
- When slow (Microsoft Edge): press
Shift + Escand take a screen grab of the memory usage.
How to Find Environment Details
- Internet speed: Open a speed test site (such as speedtest.net or fast.com) on the same computer, run the test, and record download, upload, and ping. Take a screenshot of the results.
- Browser and version: In Chrome, go to Menu (⋮) > Help > About Google Chrome. In Edge, go to Menu (…) > Help and feedback > About Microsoft Edge.
- Number of tabs and browsers: Count the open tabs across all browser windows and note how many browser windows/programs are open on the taskbar.
- Computer resources: On Windows, press
Ctrl + Shift + Escto open Task Manager and check CPU and Memory usage on the Performance tab. - Operating system: On Windows, go to Settings > System > About. On Mac, select Apple menu > About This Mac.
- Browser zoom: Press
Ctrl + 0to reset zoom to 100% and note whether the issue changes.
Severity Levels
| Severity | Description | Example |
|---|---|---|
| Critical | App is down or a core function is unusable for all users; no workaround | Cannot log in; cannot take payments |
| High | Major function is impaired for many users; workaround is difficult | ROs not showing as paid after posting payment |
| Medium | Function is impaired but a reasonable workaround exists | Invoice prints with incorrect layout |
| Low | Minor or cosmetic issue; minimal business impact | Typo or misaligned label on a screen |
App Issue Report Template
Copy and complete this template when submitting an issue to the app team at appsupport@driveshops.com.
| Field | Details |
|---|---|
| Shop / Customer Name | |
| Location ID(s) | |
| User Name / Role | |
| Contact Name, Phone, Email | |
| Number of Users Affected | |
| App Name and Version | |
| Menu / Screen Path | |
| Action Being Performed | |
| Record Numbers (RO, Invoice, etc.) | |
| Issue Summary | |
| Steps to Reproduce | 1. 2. 3. |
| Expected Result | |
| Actual Result | |
| Exact Error Message | |
| Date, Time, and Time Zone | |
| Frequency (Always / Intermittent / Once) | |
| Recent Changes | |
| Workaround Available? | |
| Internet Speed (Down / Up / Ping) | |
| Connection Type (Wired / Wi-Fi / VPN) | |
| Number of Browsers Open | |
| Number of Browser Tabs Open | |
| Browser and Version | |
| Browser Extensions | |
| Device and Operating System | |
| Peripherals Involved | |
| Troubleshooting Already Tried | |
| Screenshots / Video Attached? | |
| Severity (Critical / High / Medium / Low) |
Example: Poor vs. Good Issue Report
Poor report: "The app isn't working. Payments are broken. Please fix ASAP."
Good report: "At ABC Auto (Location ID 12345), service writer Jane Smith opened the SMS app, went to Repair Orders > Open ROs, opened RO #45678, and clicked Post Payment for a credit card payment. Expected the RO to show as Paid; instead it shows as Closed with a balance due. This happens every time since Monday's update and affects all 3 users at the location. Error message: none. Occurred 10/27/2026 at 9:15 AM MT. Chrome 130.0 on Windows 11, wired connection, 85 Mbps down / 20 Mbps up / 25 ms ping, 1 browser open with 6 tabs (app open in 1 tab), no extensions. Cache cleared and tried in Edge with the same result. Screenshots and screen recording attached. Severity: High."
Tips for Faster Resolution
- Report one issue per ticket so each can be tracked and resolved independently.
- Be specific — use exact menu names, button labels, and record numbers.
- Capture environment details at the time of the issue, not later.
- Do not change or delete affected records before the app team reviews them, unless required for business operations (and note it if you do).
- Respond promptly to follow-up questions and let the app team know if the issue changes or stops.
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