Bug Tracking

IncidentMonitor's Bug Tracking process supports a variety of development environments handling requests from Customer Support. IncidentMonitor™ provides intelligent linking technology to allow Customer Support requests to be linked to development requests effortlessly.

A sample of the process is as follows:

• Request is generated through the Customer Support Group
• Request is assessed and identified as a software bug
• Request is linked to a development request or routed to the development group depending on preferences
• Once linked the two workflows can run in parallel
• When in the development workflow the request is assessed to determine if it is a bug
• If it is a bug, the IncidentMonitor's skills routing forwards the request to the appropriate developer for fixing
• The task authorization based on skill sets function determines who can perform what tasks and at what stage of the lifecycle
• Once the request passes the testing phase and enters Quality Assurance, the bug fix can be rejected or the process closed
• Intelligent linking ensures the software fix is relayed to the appropriate customer report request(s) and notify the end user of next steps