Unbeknownst to most software consumers, the existence of software bugs in newly released programs is expected and often times known by software developers. What might initially look like a quality control issue actually has three very understandable causes. For one, it’s virtually impossible for a development team to anticipate every user situation in which a bug might reveal itself, which leads to cause number two: because programs have a scheduled release date, a development team doesn’t have the luxury of spending years ferreting out every bug. And third, fixing a minor bug can sometimes result in another, more severe bug, in which case developers plan on finding a solution to the situation prior to the program’s next release.
Regardless of why bugs exist, most software companies use a computerized bug tracking system-also referred to as an “issue tracking system”-to help resolve bugs in a timely manner. Generally, bug tracking systems come in two types: systems that contain complex methodology and can only be understood by experts and systems that have an easy to use interface that allows all parties to be involved in bug resolution. In most cases, companies opt for the latter because it allows management and help desk personnel easier access to critical information. By printing out customized reports, management can consult with developers and technical staff and re-delegate assignments as needed, while help desk staff can address customer complaints.
In addition to being ideal for teamwork, computerized bug tracking also allows developers to categorize bugs according to various criteria, including severity, who reported the bug and when, whether or not the bug is currently being resolved and its resolution status where applicable. Throughout the resolution process, team members can observe a bug’s status simultaneously, reducing the chance of miscommunication and double work. In addition, tracking software typically allows developers to run built in tests or develop their own tests and run them automatically.
Although issue tracking technically focuses on resolving problems within a program, it can also serve as tool for brainstorming software ideas. In many cases, consumers report problems that don’t qualify as bugs because they don’t result from errors in programming code. However, such reports often point to certain parts of a program that could be made more user friendly. In addition to having less bugs, a program’s subsequent releases may also contain changes based on the fact that a number of users misreported as a bug something that was simply user unfriendly.
While bug tracking systems make the job of programmers and support staff less complicated, they also save the companies that use them money. Because increasing customer satisfaction is a basic part of increasing sales, making it easy for customers to report problems and receive updates is good customer relations. Most companies who use issue tracking use web based tracking as opposed to in house tracking. Instead buying costly equipment and taking the time to incorporate it, web based tracking requires an initial licensing fee and an affordable monthly fee.
Web based issue tracking makes it easier for software developers to resolve software bugs in a timely, effective manner. But bug tracking also allows the companies that they work for to keep consumers apprised of the bug resolution process, as well as allows consumers to report bugs with the click of a mouse. In doing my research for this article, I found a wealth of information on issue tracking software at AdminiTrack.com.
