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Overview

Helping our customers succeed in their business goals is one of ProcessMaker’s highest priorities. To that end, Processmaker uses Mantis bug tracker to capture ProcessMaker issues and provide you greater visibility and transparency with support issues. Follow this guide to create new tickets in Mantis to report an issue.

Log On to Mantis Bug Tracker

Follow these steps to log on to Mantis bug tracker using an existing account:

  1. Click the following link to view the Mantis bug tracker log on screen:

    http://bugs.processmaker.com/login_page

    The Login screen displays to enter log on credentials. If this is the first time you are creating a Mantis ticket at ProcessMaker, click the Signup for a new account link, and then refer to Sign Up for a New Account.

  2. In the Username field, enter the username you created when you created an account previously.
  3. In the Password field, enter the password you used when you created an account previously. If you don’t remember your password, click the Lost your password? link, and then refer to Reset the Password for an Account.
  4. Click the Remember my login in this browser check box if you want your web browser to keep your credential information.
  5. Click the Secure Session check box to only allow this session to be used from your computer’s current IP address. Use this function to prevent others in your organization from logging on to Mantis who are not authorized, but may have access to Mantis log on credentials.
  6. Click the Login button. After Mantis verifies your credentials, you are ready to report an issue.

Sign Up for a New Account

Signing up for a new account can only be done from the Login screen. Refer to Log On to Mantis Bug Tracker for the link to view the log on screen. After clicking the Signup for a new account link from the Login screen, the Signup screen displays:

Follow these steps to sign up for a new account:

  1. In the Username: field, enter a username that you will use to log on to Mantis.
  2. In the E-mail: field, enter your email address. Mantis uses your email address in the following ways:
    • Mantis sends an email to your email address to activate your account.
    • Mantis sends a link to reset your password if you forget your password.
  3. In the Enter the code as it is shown on the right.: field, enter the displayed code to validate you are not a bot.
  4. Click the Signup button. Look for an email from support@processmaker.com. You have seven (7) days to activate your account before the account automatically becomes inactive.
  5. Click the link within the email from “Mantis Bug Tracker” to activate your account. After clicking the activation link, the following screen displays.

  6. In the Password: field, enter the password you will use to log on to Mantis.
  7. In the Confirm Password: field, confirm what you entered in the Password: field.
  8. All other fields are optional. Click the Update User button to use your account.

Reset the Password for an Account

Resetting the password for your account can only be done from the Login screen. Refer to Log On to Mantis Bug Tracker for the link to view the log on screen. After clicking the Lost your password? link from the Login screen, the Password Reset screen displays:

Follow these steps to reset your account password:

  1. In the Username: field, enter your account username.
  2. In the E-mail: field, enter the email address you used to create your Mantis account.
  3. Click the Submit button. Look for an email from ? to reset your password.

Report an Issue

You can report an issue only after you have logged on to Mantis bug tracker. For information to log on, refer to Log On to Mantis Bug Tracker.

To report an issue, follow these steps:

  1. Log on to Mantis bug tracker.
  2. Click the Report Issue button from the top menu to report an issue.

    The Select Project screen displays.

  3. From the Choose Project drop-down menu, select from which ProcessMaker edition to report an issue. After selecting the project, optionally select the Make Default check box to automatically select this ProcessMaker edition as the default version for future issues.
  4. Click the Select Project button. The Enter Report Details screen displays.

    Use this screen to enter information about your ProcessMaker issue. Required fields in the form are denoted with red asterisks, and are also noted in the field descriptions below.

  5. From the Category drop-down menu, select from which category to assign the issue. This is a required field.
  6. From the Severity drop-down menu, select how severe the issue is. Minor is the default option.
    • Feature: Use to propose a new feature or enhancement to an existing function.
    • Trivial: Use to report a trivial issue. Trivial issues do not impede product functionality.
    • Text: Use to report a text issue, such as a typographical error in a field label.
    • Tweak: Use to report a tweak to a feature. Tweaks are less severe than minor issues.
    • Minor: Use to report a minor issue. Minor issues are less severe than major issues.
    • Major: Use to report a major issue. Major issues cause an impediment from properly using a feature.
    • Crash: Use to report a crash issue. Crash issues cause ProcessMaker to stop functioning.
    • Block: Use to report a block issue. Block issues cause ProcessMaker to stop functioning and may cause data loss.
  7. From the Priority drop-down menu, select the priority level ProcessMaker Support should address this issue. Normal is the default option.
  8. From the Select Profile drop-down menu, select from which stack your ProcessMaker installation operates.
  9. In the Platform field, enter which platform the issue occurs. This is especially important if ProcessMaker is not operating on a supported stack.
  10. In the OS field, enter which operating system the issue occurs.
  11. In the OS Version field, enter which operating system version the issue occurs.
  12. In the Summary field, enter a summary of the issue. This is a required field.
  13. Note: If you need to request a second Mantis account for another person in your organization, do so by entering information about the second account using this format: Account request for {Full Name} with {email address}. In the Description field below the Summary field, specify which ProcessMaker project to associate the second account.

  14. In the Description field, enter a detailed description of the issue. If applicable, describe the error that occurs and/or how ProcessMaker operates differently than you expect.
  15. In the Steps to Reproduce field, enter steps how to reproduce. This is a required field.
  16. Click the Upload File button to upload screenshots of the issue if this can help ProcessMaker Support address your issue.
  17. Click the Submit button to submit the issue into Mantis bug tracker.

If one or more required fields are left blank when the form is submitted, the ticket is not posted and an error message displays:

When the form is submitted with required information, the ticket is posted and directed to the ProcessMaker support team.

If ProcessMaker Support require more information about your reported issue, your issue is set to “Feedback” status. You will receive an email requesting additional information regarding your reported issue.

Contact Us

If you would like to request support, provide feedback, and/or report an issue, please go to http://bugs.processmaker.com.