Reporting WordPress Editing and Access Issues: What GSU Site Administrators and Editors Should Include When Contacting Support

When reporting issues with WordPress editing and other WordPress administrative tasks to Digital Strategy Support, providing complete details helps us identify, reproduce and resolve the problem quickly. The more information you include, the faster we can pinpoint what’s causing the issue and correct it.

If you encounter an issue, please send your report through the WordPress (Uservoice) Support Portal. 

When doing so, please include the following information:

1. Basic Information

Please include:

• Your name and department or college

• Full webpage URL (link to the page where the issue occurs)

• WordPress role/access level: (Administrator, Editor, Contributor)

• Date and time you first noticed the issue

2. Description of the Issue

Clearly explain:

• What is happening: (e.g., "I can't upload images to my Media Library. I get an HTTP 500 error.")

• What you expected to happen: (e.g., “I expected images to get uploaded so that I can add them to a page.”)

• Whether the issue happens:

  • Consistently or intermittently

  • On one page, multiple pages, or the entire site

If possible, include the text of any on-screen error messages. 

3. Steps to Reproduce the Problem

List the exact steps someone would take to see the issue occur. For example:

1. Log in to the WordPress dashboard.

2. Go to Pages → Edit “Faculty Directory.”

3. Click Update.

4. See the error message “Update failed. The response is not a valid JSON response.”

4. Screenshots, Error Messages, and Console Logs

Screenshots and full error messages are extremely helpful.

• Take a screenshot showing the issue you're experiencing. Please capture the full browser window and URL bar, from top to bottom.

• If you see a pop-up or red error banner, copy the full error text.

• Open the browser console (F12 or Ctrl+Shift+I / Cmd+Option+I → Console tab) and copy any red error lines.

Attach these to your ticket.

5. Browser, Device, and Network Details

Include:

• Browser and version: (e.g., Chrome 129.0, Firefox 143.0, Safari 17)

• Operating system: (Windows 11, macOS 15.7.1, etc.)

• Device type: Desktop, laptop, or mobile device

• Network: Campus Wi-Fi, wired connection, VPN, or home internet (and give us details of your home internet; e.g., AT&T GB Fiber, Spectrum, etc.)

• IP Address: If you don't know your IP Address you can find it on What Is My IP Address.

If the issue only occurs in a specific browser or device, please note that.

6. Recent Changes to the Site

Let us know if anything was changed recently before the issue began, including:

• New plugins activated or deactivated

• Custom code added (e.g., any JavaScript, CSS, shortcodes, or embeds)

• Content updates (new media, menu updates, or form modifications)

This context helps us trace when and why the issue started.

7. Impact and Urgency

Please describe how the issue affects your site:

• Scope: Is it affecting only one user, all editors, or all site visitors?

• Severity:

  • High – site is down or content cannot be edited

  • Medium – site is accessible but features are not working correctly

  • Low – minor display or formatting issue

• Deadline or event impact: e.g., “This page must be live before the Student Showcase on Friday.”

8. Attachments

Attach or link to:

• Screenshots or screen recordings 

• Console logs or reports 

• Custom code snippets you added that may relate to the issue

9. Example Ticket Format

Subject: WordPress Issue – [Short description]

Site URL: https://example.gsu.edu
User Role: Administrator
Description: [Describe what’s happening and what should happen.]
Steps to Reproduce: [List each step]
Date/Time: October 6, 2025, at 2:45 p.m.
Error Message/Console Logs/Screenshots: [Attach or paste here]
Recent Changes: [List any updates or edits made recently]
Tried: Works on my phone’s cellular data, but not on my laptop
Impact/Priority: [Describe severity and urgency]
Attachments: [screenshot.png, console.txt]
Browser/OS: [e.g., Chrome 129.0 / macOS 15.7.1]
Device: [e.g., Macbook Pro, Samsung Galaxy s25 Ultra]
Network: [e.g., Off-campus, AT&T GB Fiber, no VPN]
IP Address: [If you don't know your IP Address, you can find it on What Is My IP Address]

Why We Need This Information

Providing this level of detail allows Digital Strategy staff to:

• Reproduce the issue in a controlled environment

• Identify conflicts between plugins, themes, security settings, or caching systems

• Reduce back-and-forth clarification

• Resolve issues faster and minimize downtime