Brief Overview

This article covers how WalkMe tests and debugs issues reported for the mobile menu product. Issues fall into two categories: general problems and local problems.

General Problems

General problems can affect all users. WalkMe prioritizes them by severity and urgency:

• Evaluation: WalkMe assesses the problem and estimates the time to resolve it, then schedules a patch release. Patches release once a month — that's the maximum turnaround for a high-priority problem.
• Hotfix: For critical issues, WalkMe may release a hotfix outside the regular patch schedule.

Local Problems

Local problems are unique to individual customers. They're typically caused by a specific integration or configuration. WalkMe follows these steps:

1. Testing: WalkMe tests the problem based on its severity and urgency.
2. Device replication: The development team needs to reproduce the problem on their own devices to diagnose and resolve it:
   1. Demo user account: WalkMe requests a demo user account from the customer to connect to the system and experience the issue firsthand.
   2. Verification: WalkMe confirms the issue can be reproduced using the demo account, including checking that there are no device location restrictions and that the demo user has the same permissions as the affected customer.

Debugging Process

In some cases, it helps to start with a debugging version of the application. This version collects additional logs to help identify the problem. WalkMe may skip this step when it isn't needed.

Mobile Menu Debugging Mode

Report an Issue

To report an issue, refer to the following article:

WalkMe Support