What is Issue tracking system and its stages

The Issue tracking system is the tool which helps developer and tester to find issue easily and report and share details to all team members easily from the same tool which helps the developer to fix the issue more easily and fast with the help of issue tracking system. Issue tracking is the bug or defect that comes in software development process which causes an unwanted stop in a  software project, which is a loss to the company so to track that in the software before it does more damage to the project issue tracking system is used to resolve that problem.  Example how issue tracking system works First the issue is reported on the form then developer attempt to confirm that it is the valid issue or not then he confirmed it as yes or no to the issue and if he need more information for that issue then he will request for  that then tester will provide more information about the issue then issue will be mark as confirmed on the tracker and it will be register and developer will start working on that issue and as soon as it is resolved then he will update that in the tracker as issue resolved and if issue directly updated on the tracker then as very one is working on the same platform they can know the status of that issue as open, confirmed or pending this will help other teammates to work accordingly on the project. This tracker helps developer and tester to well communicate with each other in well organized and systematic manner which helps in better collaboration within the team. Buy this if the customer calls in for any report anyone can give the exact working details on the project with all the relevant status of the project.

Issues Resolving Stages

Issue mainly consists of status like open, pending, confirm and ready

New/open:  whenever you report any issue the status will come new or open. Then the developer will first check the issue whether it is right or not like it can be reproduced or not are you able to confirm it or not or it is duplicate reported issue or whether it is a known issue or not when the developer confirms all these things then he confirms the issue.

Information Required: Now as the issue is reported now developer needs the complete detail information about the issue because if the developer gets the correct and relevant information about the issue, then it will be easy resolve otherwise developer will mark as unconfirmed and will close the case so detail information is a must for any issue.

Needs Review: Now cms maintainer will check and review the decision in this process more information is required from the same person who has reported the issue because he is the only person who knows about the issue better because he has reported it in the first place.

Confirmed: That means now it confirmed that it is the bug and reported successes. Now developer will resolve it step by step with clear instruction that how to reproduce the problem and fix it.

Pending:  It means issue fixing is still under process and patch has submitted  now tester should have the complete instruction how to fix with the help of patches

Ready to commit: That means two people have tested the issue now and it is working fine and according to the issue tracking software. On some issues you may require more people to test one file or issue, it depends on the quality of the issue.  

Fixed in Code Base: That means the issue is fixed in the form of code patches and it is verified and check with  JBS coordinator and it will be released in the next maintenance.

What is Issue Tracking Systems and its goals?

Issue tracking system is the process of generating the list of issues as needed by the company. Issue tracking system is commonly used in the call center to update the customer issue reported by them or any employee. Issue tracking plays a vital role in the customer feedback and resolving their concern on time with all legal updations regarding the same in the report. Example like XYZ company is making antivirus software and that is installed on a customer computer, but the customer still gets the virus then he/she will give the call back to that antivirus company that virus is still coming to his/her computer after installing the antivirus. Then the agent from the company ends will ask few open-ended questions than agent will check the computer and then he will open a ticket with reference number  in the customer name and he will mention all faults and errors running on his/her computer, in that ticket and at the same time he will inform the customer that we will get back to you after the work done on his/her computer. And then he will pass the ticket to the concerned department with all the details regarding errors in that this is called issue tracking system by which we can record all issues raised by the customer and pass it to the concerned department or the same person can solve and then close the ticket. In simple words you can say that issue raised by the customer or employee should be reported in the open  ticket and ticket should be close when the issue is resolved. And for that kind of report record, the application is called issue tracking system. By Issue tracking application in a call center  the employee has a great help because when the customer call in they have a small summary of customer details on the screen with all the previous notes and issue raised by the customer that helps the call center agent to understand the customer better and can make the customer happy by resolving issues and that will be more beneficial for the company because one happy customer leads  to another customer.

WORKFLOW OF ISSUE TRACKING SYSTEM

Open Ticket--------------Work in progress-----------Resolved------------Close The Ticket

Goals of issue tracking

Each goal can be taken down differently according to the project requirement and its flow of work

Capturing: In issue tracking system agent should know that what type of the issue is customer raising and where to record that issue in the application so that it reaches to the right department.issue tracking has its own temples agent just have to select the right category when recording any issue so that it reaches to the right department for its resolution.

Recording: Employee must know that where to record the issue so that it reaches to right issue resolving person.And issue resolving employee should record each bug that he captured and how customers can prevent that in future.

Accountability: By issue tracking system employee can have each record of the ticket that who has open the ticket, what is the issue recorded who is working on it and when it will be done. It helps the developer  to focus on the main error or bug recorded  by the customer end so that they can be focused more on it. It reduces miss communication gap.

Prioritization: issue tracking system helps the employee to check the things which need more attention, what can be done next it helps the employee to plan their own chart to finish the task accordingly.

Resolving: By issue tracking system, it helps the employee to record that how he/she has resolved the issue with all solution methods. So that it can further process for the closing state.

Reviewing: It helps  the employee to check whether  the issue is properly resolved or not  with the  same expectation that customers want.

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COMPARISON BETWEEN VARIOUS ISSUE TRACKING TOOLS.

What is an issue tracking system???

An issue tracking system is a software application that allows an organisation, company or institute to record and track the progress of every problem or issue by using various issue tracking tools until its status becomes fixed.

As we are provided with a number of online issue tracking tools so anyone can easily become confusing that what actually he or she should use in order to make his or her project efficient and worthy. Therefore, in order to deal with such a dilemma, we are here with a great comparison between some very exciting issue tracking tools.


We are going to compare a number of issue tracking tools  including  Bugzilla, google code hosting, HP Quality centre, Jira, mantis BT and many more. In below table we will compare different issue tracking tools on the basis its creator, implementation language, launch date, licence and features.

Now let us compare:

                                                   

        

Sr.no.	ISSUE TRACKING TOOLS		SALIENT FEATURES		LANGUAGE		LAUCH DATE		LICENCE		CREATOR
1	Apache bloodhound		Integrated wiki		python		2012		apache		Apache team
2	bugzilla		Integrated Reports and charts		Perl		1998		MPL		Mozilla team
3	jira		Excel, Word and Gantt chart		java		2002		Free licence for open source project		atlassian
4	scopidea		Ghantt chart, agile And Time tracking		PHP		2014		Cloud Hosted		Precise testing solution pvt ltd.
5	Planbox		RSS, charts, reporting		Java, PHP		2009		Free version		planbox
6	Support works		Integrated, Reporting, dashboard		C++, java		1994		proprietary		Hornbill systems
7	Mantis BT		Integrated wiki		PHP		2000		Open source		GPL
8	TRAC		Integrated wiki		Python		2006		New BSD		Edgewell software
9	WRIKE		Gantt charts, alerts, excel		java		2006		Proprietary hosted		Wrike inc.
10	HP Quality centre		Reliable and friendly		JAVA &.NET		1995		Proprietary		HP
11	Zoho bug tracker		Organize & manage Files define custom workflows		java		2011		proprietary		Zoho corp.
12	Tracker suite.NET		Dashboard, Graphical report		C#		2006		proprietary		Automation centre