Mobile App Crash Bug Ticket Example: Jira

A real-world example of a well-written Jira bug ticket for a mobile app crash. Includes device info, crash logs, reproduction steps, and stack trace.

Real-World Example: Mobile App Crash Jira Ticket

Below is a well-written Jira bug ticket for a mobile app crash. Use it as a model for documenting app crashes clearly with device details and logs.

Ticket Summary

Title: "App crashes when opening payment screen on iOS 17 (iPhone 14 Pro)"

Type: Bug
Severity: Critical (app unusable for affected users)
Priority: Highest (blocks payment flow)
Assignee: @mobile-team-lead
Labels: crash, ios, payment, qa-handoff, blocker

Description

The app crashes immediately when users tap the "Proceed to Payment" button on iOS devices running iOS 17. The crash occurs 100% of the time on iPhone 14 Pro. The issue does not appear on iOS 16 or Android devices.

Environment

App Version: 3.2.1 (build 452)
Platform: iOS
OS Version: iOS 17.2 (latest)
Device: iPhone 14 Pro
Device Memory: 6GB
Available Storage: 8GB
Network: WiFi (5GHz)
Test Date: 2026-05-26
Test Time: 10:30-11:15 UTC

Steps to Reproduce

Install app v3.2.1 on iPhone running iOS 17.2
Log in with test account (qa-user@example.com / password123)
Add an item to cart (e.g., $9.99 plan)
Tap "Checkout" button
Verify cart shows correct item and total ($9.99)
Tap "Proceed to Payment" button
App crashes immediately
User returns to home screen
App is closed, no error message shown

Expected Behavior

Payment screen should open
User should see payment method selection (Apple Pay, Credit Card, etc.)
User should be able to complete purchase
Confirmation screen shows success

Actual Behavior

When user taps "Proceed to Payment"
Screen briefly flashes (looks like it's loading)
App closes without warning
User returns to iOS home screen
No error message or dialog shown
Cart data is preserved (not cleared)

Crash Log (iOS Console)

From: Xcode console during reproduction
Time: 2026-05-26 10:32:15.456 UTC

exception: fatal exception
name: NSInvalidArgumentError
reason: 'Invalid payment amount: nil'
callstack:
  0   CoreFoundation 0x1b3c92130
  1   libobjc.A.dylib 0x1ac31a5e4
  2   AppDelegate 0x1046c8f20 (PaymentViewController:viewDidLoad:)
  3   UIKit 0x1b8e4c2f0
  4   MyApp 0x10438f140 (PaymentViewController:initWithNibName:bundle:)
  5   Foundation 0x1abb76120
  6   MyApp 0x1043567c0 (CheckoutViewController:proceedToPayment:)

Analysis: Crash occurs in PaymentViewController:viewDidLoad. The payment amount is nil when passed to the payment processor. This suggests the cart total is not being properly passed between screens.

Device Details

Device Model: iPhone 14 Pro
OS: iOS 17.2
Available RAM: 2.8 GB free (out of 6GB)
Available Storage: 8.2 GB free (out of 128GB)
Cellular Signal: Not applicable (WiFi)

Reproduction Attempts

| Attempt | Device | iOS Version | Result | Notes | |---|---|---|---|---| | 1 | iPhone 14 Pro | iOS 17.2 | Crash | 100% reproducible | | 2 | iPhone 14 Pro | iOS 17.2 | Crash | Same behavior | | 3 | iPhone 14 | iOS 17.1 | Crash | Also crashes on earlier iOS 17 | | 4 | iPhone 13 | iOS 16.7 | Works | No crash, payment succeeds | | 5 | iPhone 15 | iOS 17.2 | Crash | Crashes on newest device too | | 6 | iPad Pro | iOS 17.2 | Works | Interesting: iPad does not crash |

Conclusion: Crash is specific to iOS 17.x on iPhone (not iPad). Issue does not occur on iOS 16.

Supporting Evidence

Screenshot 1: Cart Screen (Before Crash)

The cart screen displays correctly:

Item: "Premium Plan"
Price: $9.99
Total: $9.99
Button: "Proceed to Payment" (tappable)

Screenshot 2: iOS Crash Report

iOS crash report generated after app closed.

Attachments

Crash file: crash_log_2026-05-26.ips
Device console output: device_console.txt
Test video: payment_crash_demo.mov (shows tap, flash, crash)
Network trace: payment_flow_network.har (shows no network errors)

Investigation Notes

What's Interesting:

Works fine on iOS 16
Works fine on iPad (even though iPad runs iOS 17)
Works fine on Android
Crash is immediate when entering payment screen
No network calls are being made (so not a server-side issue)

Hypothesis (QA):

iOS 17 may have changed how view controllers handle nil values in viewDidLoad
The cart total is not being passed correctly to PaymentViewController
Possible regression in the most recent update (v3.2.1)

Suggested Dev Investigation

[ ] Check if PaymentViewController expects a non-nil cart object
[ ] Verify cart total is being passed from CheckoutViewController
[ ] Compare v3.2.1 changes with v3.2.0 (when was this introduced?)
[ ] Check if iOS 17 SDK changed how views handle initialization
[ ] Test on Xcode simulator with iOS 17 to reproduce locally
[ ] Add null-safety checks before accessing cart data

QA Testing Plan (After Fix)

Once dev deploys a fix:

[ ] Test on iPhone 14 Pro with iOS 17.2
[ ] Test on iPhone 13 with iOS 17.1
[ ] Test on iPhone 15 with iOS 17.2
[ ] Test on iPad Pro with iOS 17.2
[ ] Test on various older iOS versions (16, 15)
[ ] Test on Android devices (Pixel 6, Pixel 7)
[ ] Test with different payment amounts ($0.99, $99.99, $999.99)
[ ] Test with different payment methods (Apple Pay, Card)
[ ] Test in low-memory conditions (force memory pressure)
[ ] Test with poor network connectivity

Impact Assessment

Severity: CRITICAL

Payments completely blocked on iOS 17
Users cannot complete purchases
Revenue impact if not fixed quickly

Priority: HIGHEST

Affects all iOS 17 users with iPhone
Estimated 40% of user base on iOS 17
Payment feature is core to app monetization

Sign-Off

QA Engineer: Sarah Johnson (@qa-sarah)
Date: 2026-05-26 11:45 UTC
Confidence: Very High (100% reproducible across 3 devices)
Follow-up Date: 2026-05-27 (requesting dev status update)

What Makes This Ticket Good

✅ Clear device/OS details — Receiver knows exactly which environment to test
✅ 100% reproducible — QA tried it multiple times
✅ Tested across variants — iOS 16/17, iPhone/iPad, Android
✅ Crash log included — Shows exact line where crash happens
✅ Screenshots attached — Shows the cart before crash
✅ Video demo — Shows the exact gesture and crash behavior
✅ Hypotheses included — Gives dev ideas of where to look
✅ No network issues — HAR file shows all requests succeeded
✅ Testing plan included — Tells dev how to verify fix
✅ Impact is clear — Payment flow is blocked, revenue impact explained