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Submitting Bugs vs. Feature Requests

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Within this article we will provide an overview of how to submit bugs and feature requests to the Sonar team, as well as how to delineate between when an item is a bug and when it is considered a feature request.

If you submit a bug as a feature request (or vice versa) our team will still do our best to help solve your problem. However, if you utilize the appropriate channels, a resolution will likely be reached quicker.

How to tell the difference

Below is a table to help define when an item should be submitted as a bug vs. when it should be requested as a feature.

Bug Submissions

Feature Requests

  • when an obvious process that has been used successfully in the past now no longer works as expected
  • you are receiving an unexpected error that is not a result of performing the action incorrectly
  • any typos or visual inconsistencies that make navigation more difficult
  • a process that doesn't exist but would improve your workflow or experience
  • an integration to another software suite or device

The XY Problem

The XY problem is asking about your attempted solution rather than your actual problem. This leads to enormous amounts of wasted time and energy, both on the part of people asking for help, and on the part of those providing help.

  • User wants to do X.
  • User doesn't know how to do X, but thinks they can fumble their way to a solution if they can just manage to do Y.
  • User doesn't know how to do Y either.
  • User asks for help with Y.
  • Others try to help user with Y, but are confused because Y seems like a strange problem to want to solve.
  • After much interaction and wasted time, it finally becomes clear that the user really wants help with X, and that Y wasn't even a suitable solution for X.

The problem occurs when people get stuck on what they believe is the solution and are unable to step back and explain the issue in full.

Often if you are unsure if something should be classified as a bug or feature request, articulating the problem will help reveal which one it should be.

If you are still unsure, feel free to submit the issue to our Support team. If it's a bug, this will lead to a faster resolution; if it requires a feature request, knowing the problem will allow us to group it with other users' request to help solve the same problem.

How to submit a bug

There are two different ways to submit a bug - you can either:

  1. Send an email to our Support team at
  2. Give our Support team a call at (702) 447-1247 to discuss the issue with one of our Support agents

If you are able to show us where the bug is occurring, that's perfect. If you are able to show us how to reproduce it, that's even better. If you're not sure if it's a bug, that's still OK - please talk to us anyways!

How to submit a feature

To submit a feature, please follow the process outlined in the Feedback Portal / Suggest a Feature documentation here.

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