# Test Incident Report: [INC-ID] [Short title]

> Report of one test incident: an event during testing that needs
> investigation, such as a failed test, an unexpected behaviour, or a
> problem with the test environment, data or test itself. It may turn
> out to be a defect in the product, or not. The structure follows the
> incident report information item of ISO/IEC/IEEE 29119-3:2021 (clause
> 8.11) and adds the analysis and closure fields teams need in practice.
> Replace every `[bracketed]` value and every row marked *Example*.

<!--
Guidance: How to use this template
- Raise the report as soon as the incident is seen, with enough detail
  for someone else to reproduce it. Analysis comes later and may change
  the classification.
- An incident is not yet a defect. Triage decides whether it is a
  product defect, a test or data error, an environment problem, a
  change request, or works as designed.
- Separate fact from opinion: section 3 records what happened; sections
  4 and 5 record the originator's assessment; section 6 records the
  triage decision.
- Never paste real personal data, credentials or secrets into a report.
  Use test accounts and redact screenshots.
- In issue trackers, map each section to a field or to the description
  text; for general bug reporting outside formal testing, the lighter
  Bug Report (`dev/bug-report`) may be enough.
- The worked example is a fictional incident in the system test of
  Quillfern Desk 5.3, a help desk product of the fictional Quillfern
  Systems.
-->

## Document control

<!-- Guidance: In a tracker most of these fields exist already; keep this table when the report must stand alone, for example for a regulated project or a supplier. -->

| Field | Value |
|---|---|
| Incident ID | [INC-QD53-0147] *(Example)* |
| Title | [PDF export of ticket history times out for files over 5 MB] *(Example)* |
| Project / release | [Quillfern Desk 5.3] *(Example)* |
| Status | [See section 7] |
| Owner (assignee) | [@developer] |
| Classification | [Internal] |
| Last updated | YYYY-MM-DD |
| Linked items | [Test case TC-PDF-034], [Blocker BLK-01], [Defect fix PR] |

## 1. Timing information

<!-- Guidance: 29119-3 clause 8.11.2. When the incident was observed, not when it was reported. Include time zone. -->

| Item | Value |
|---|---|
| Observed | YYYY-MM-DD HH:MM [time zone] |
| Reported | YYYY-MM-DD HH:MM [time zone] |
| Test cycle and run | *Example:* System test cycle 1, run R-0312 |

## 2. Originator

<!-- Guidance: 29119-3 clause 8.11.3. Who saw it and how to reach them, so analysts can ask follow-up questions. -->

| Item | Value |
|---|---|
| Name and role | [@name, tester] |
| Contact | [Team channel or tracker mention] |

## 3. Context

<!-- Guidance: 29119-3 clause 8.11.4. Everything needed to reproduce: build, environment, configuration, test item, test case or procedure, data, and the preconditions. A missing build number is the most common reason a report bounces back. -->

| Item | Value |
|---|---|
| Test item and version | *Example:* Quillfern Desk 5.3.0-rc2, PDF export service 2.8.1 |
| Environment | *Example:* System test environment ST-2 (see TER-03) |
| Client | *Example:* Chrome [version] on Windows 11 |
| Test case or procedure | *Example:* TC-PDF-034, step 4 |
| Test data | *Example:* Ticket QD-T-88123 from data set TDR-03 (5.4 MB export) |
| Preconditions | *Example:* Signed in as agent test user agent-07 with export permission |

## 4. Description of the incident

<!-- Guidance: 29119-3 clause 8.11.5. Steps, expected result, actual result, and how often it happens. Attach logs, screenshots and recordings. One incident per report. -->

### 4.1 Steps to reproduce

1. *Example:* Open ticket QD-T-88123.
2. *Example:* Select "Export history" and choose PDF.
3. *Example:* Wait for the download.

### 4.2 Expected result

*Example:* A tagged PDF of the ticket history downloads within 90
seconds for histories up to 20 MB, as stated in requirement SRS-FR-212
and test case TC-PDF-034.

### 4.3 Actual result

*Example:* After 60 seconds the page shows "Export failed, try again".
The service log shows a gateway timeout at 60 seconds. Exports of the 1
MB and 4.8 MB histories in the same data set succeed.

### 4.4 Reproducibility and evidence

| Item | Value |
|---|---|
| Reproducible | *Example:* Yes, 5 of 5 attempts |
| Also seen on | *Example:* Not reproduced in ST-3, which has the newer gateway settings |
| Attachments | [Screenshot], [service log extract with personal data removed], [HAR file] |

## 5. Originator's assessment

<!-- Guidance: 29119-3 clauses 8.11.6 to 8.11.8. The originator's view of severity, priority and risk; triage may change them, and both values stay visible. Use the scales from the test strategy. -->

| Item | Originator's value | Reason |
|---|---|---|
| Severity | *Example:* S2 Major | Users cannot export long histories, which customers use for audits |
| Priority | *Example:* P1 | Blocks the large-file export cases; other export cases can continue |
| Risk | *Example:* High | If the cause is in the service rather than the environment, the same failure could reach production; links to risk R-07 |

Severity scale *(Example)*: S1 Critical (data loss, security breach or
no workaround for a core function), S2 Major (core function impaired,
workaround exists or a significant user group affected), S3 Minor, S4
Cosmetic. Priority scale: P1 fix now, P2 fix this release, P3 schedule
later.

## 6. Analysis and triage

<!-- Guidance: Filled by the triage group. Record the classification, the root cause when known, and the decision. If it is not a product defect, say what was fixed instead (test, data or environment). -->

| Item | Value |
|---|---|
| Triage date and group | YYYY-MM-DD, [test lead, development lead, product owner] |
| Classification | [Product defect / Test error / Test data error / Environment problem / Change request / Works as designed / Duplicate of INC-nnnn] |
| Agreed severity and priority | *Example:* S2, P1 |
| Root cause | *Example:* ST-2 gateway timeout is 60 seconds, production is 180 seconds; export takes 72 seconds for 5.4 MB. Classified as environment problem; a product improvement (streamed export) raised as CR-0219 |
| Decision | *Example:* Align ST-2 gateway settings with production; retest TC-PDF-031 to TC-PDF-050 |
| Affected requirements and tests | *Example:* SRS-FR-212; TC-PDF-031 to TC-PDF-050 |

## 7. Status of the incident

<!-- Guidance: 29119-3 clause 8.11.9. Keep the status history so the life of the incident can be audited. Close only after the retest result is recorded. -->

```mermaid
stateDiagram-v2
  [*] --> Open
  Open --> InAnalysis : triage starts
  InAnalysis --> Rejected : not a defect or duplicate
  InAnalysis --> Assigned : action agreed
  Assigned --> Fixed : fix delivered
  Fixed --> Retest : build or environment available
  Retest --> Closed : retest passed
  Retest --> Assigned : retest failed
  Rejected --> Closed : originator agrees
  Closed --> [*]
```

| Date | Status | By | Comment |
|---|---|---|---|
| YYYY-MM-DD *(Example)* | Open | [@tester] | Raised |
| YYYY-MM-DD *(Example)* | InAnalysis | [@test-lead] | Triage scheduled |
| YYYY-MM-DD *(Example)* | Assigned | [@platform-lead] | Environment fix agreed |
| YYYY-MM-DD *(Example)* | Fixed | [@platform-lead] | Gateway timeout set to 180 s in ST-2 |
| YYYY-MM-DD *(Example)* | Retest | [@tester] | Retest run R-0340 |
| YYYY-MM-DD *(Example)* | Closed | [@tester] | Retest of TC-PDF-031 to TC-PDF-050 passed; 5.4 MB export in 72 s, within the 90 s limit |
| [Date] | [Status] | [@name] | [Comment] |

## 8. References

<!-- Guidance: Link the test case, the run, the fix and any change request, so the incident can be traced in both directions. -->

- Test case and execution log: [TC-PDF-034], [Test Execution Log (`quality/test-execution-log`) run R-0312]
- Readiness item: [TER-03 in `quality/test-environment-data-readiness`]
- Status reporting: incidents are counted in the Test Status Report (`quality/test-status-report`)
- ISO/IEC/IEEE 29119-3:2021, *Software and systems engineering: Software testing: Part 3: Test documentation*, clause 8.11. Official text: ISO, IEC and IEEE, purchase or licensed access: https://www.iso.org/standard/79429.html

## Standard and licence note

Structure aligned with ISO/IEC/IEEE 29119-3:2021, *Software and systems
engineering: Software testing: Part 3: Test documentation*, incident
report information item (clause 8.11: timing information, originator,
context, description, originator's assessment of severity and priority,
risk, status). Sections 6 and 7 add common triage practice. The standard
is copyrighted and is cited by name, edition and clause number only; no
text or example from it is reproduced, and all wording here is
original. Check the current edition before claiming conformance.
Official text: ISO, IEC and IEEE, purchase or licensed access, at the
link in section 8. Template licence: MIT.