Read a verdict
When an investigation is done, the Tracewell app in the ticket sidebar shows its verdict above the Investigate button. Only your team sees it; the customer doesn’t.
What the verdict shows
Section titled “What the verdict shows”- The verdict: one of the four below.
- How sure it is: the confidence (low, medium or high, also shown as one to three bars), then Likely or Confirmed.
- Based on: what the verdict rests on, such as Code analysis.
- A summary in plain language: what happens for the customer and why. Click More technical for the summary written for engineers, which names the code it rests on, and Less technical to hide it again. Hover over a function or variable name to see its file and line. Older verdicts may have no technical summary, and then show no button.
- Next step: what to do with the ticket.
- Technical evidence, collapsed: click it to see the code the verdict rests on, the code path, the tests that cover it, recent changes, the versions compared and what was checked. Share it with your engineers when you hand the ticket over.
- Documentational evidence, collapsed, for a Works as designed verdict when your knowledge base or your product’s docs describe the behaviour: up to three knowledge base articles by their title, and the docs page. Use them to check the verdict or send them to the customer; the draft reply may already point to them. Your admin sets up the knowledge base.
- Draft reply, or Follow-up question for a Not reproducible verdict, collapsed: a message for the customer. Click it to read it, click Copy draft reply or Copy follow-up question, then paste it into your reply.
- Who started the investigation and when, below it.
The four verdicts
Section titled “The four verdicts”| Verdict | Means | What you do next |
|---|---|---|
| Bug | The code has a defect that causes what the customer reports. | Escalate to engineering and tell the customer it’s being looked at. |
| Not reproducible | No code matches what the customer reports. | Send the follow-up question to learn more. |
| Already fixed | A later version changed this behaviour. | Send the draft reply with the version that fixes it. |
| Works as designed | The code does this on purpose. | Send the draft explanation. |
Likely verdicts
Section titled “Likely verdicts”A verdict labelled likely comes from reading the code, without running it. It’s Tracewell’s best reading of the code, not proof. The confidence says how directly the code shows the cause.
Read the draft reply before you send it and change what doesn’t fit the ticket. Tracewell never replies to the customer itself.
When you investigate again
Section titled “When you investigate again”While a new investigation of the ticket is queued or running, the app keeps showing the last verdict and says it’s from an earlier investigation. When the new one is done, its verdict takes the top place. If the new one fails, the earlier verdict stays there.
Older verdicts move to Earlier verdicts, below the current one. Each shows its verdict, Likely or Confirmed, and the date its investigation started; click it to see the full verdict and who started it.