This guide walks you through the correct way to submit a product issue to the Graphite team via your Rocketlane project. Following these steps ensures your report reaches our team promptly, is easy to track, and includes everything we need to investigate quickly.
Your Customer Success Manager will grant you access to Rocketlane.
NOTE: This process is only to report issues with the platform. If you are seeking help with or for a supplier, please send an email to support@graphiteconnect.com so the Graphite Support Team can assist with the onboarding process.
1. Open the request intake form
In your Rocketlane project, select the Project Plan, and locate the "Issues/Bugs Form" card. Open the Request Intake form (Jira) to begin a new submission.
2. Fill out and submit the form
1. Select Issue from the Type of Request dropdown menu
2. Enter a short, clear title in Name of Issue.
3. Complete the description field with all three details it asks for:
1. The affected entity name and its Graphite ID.
2. What happened, described step by step.
3. The expected behavior and outcome.
4. Click Submit.
The Request Intake form. Fill in every field before clicking Submit — this is the only way an issue reaches our team.
Note: The Conversations panel on the right side of the Request Intake form does nothing at this stage. It is not linked to a ticket, so anything typed within will not be sent to our team. Once your ticket has been created upon submission of this form, you may open the ticket itself and type in the Conversations panel.
3. Find your submitted issue
Close the form, then refresh the page. Your new issue will appear as its own card under the "Issues/Bugs" section. Click on the newly created ticket to open it.
4. Add Screenshots that Illustrate the Issue
NOTE: This is a required step. Tickets that do not have screenshots demonstrating the issue cannot be troubleshot effectively.
Once the issue is open, you can add supporting screenshots or files. Use the "Add attachment" selectors within the chat functionality on the right side of the ticket and add a comment providing context. This will sent the evidence attached directly to the issue our engineers will review.
Important: a screenshot must first be saved as a file on your computer before you can attach it. If a coworker sent you a screenshot through Teams, Slack, or email, you cannot copy it directly from that app and paste it into Rocketlane. Save it to your computer first, then upload it.
5. Track Responses and Status Updates
Once our team receives your issue, replies and any screenshots they send back will appear in the Conversations panel on the right side of the ticket.
The Task status field at the top of the ticket updates automatically as our team works through the issue, moving from To Do, to Ready for Customer Testing, and finally to Completed.
Once resolved, the ticket status updates to Completed. If the issue isn’t actually fixed, reopen it and add a comment in Conversations to let us know. Please also reach out to your CSM so they can assist.
Things to Remember
- Always submit new issues through the Request Intake form — select the request type, name the issue, describe it fully, then click Submit.
- Don’t type in the Conversations panel on the blank intake form. It isn’t connected to anything. Wait until you are within the actual ticket!
- Save screenshots to your computer first. Screenshots from Teams, Slack, or email need to be saved locally before they can be uploaded.
- Watch the Task status and Conversations panel for updates from our team as your issue moves through review, testing, and completion.
Questions about this process? Reach out to your Customer Success Manager.