No software produce is free from bugs and we value the support end users give us by submitting bug reports via
our
help desk.
What Is A Bug
A bug is classified as a problem or defect found within the existing system that
may prevent you from carrying out a specific task.
These may include system errors, invalid output and user interface issues.
Bugs do not include feature requests, alternative expectations, or personal assistance.
Initial Bug Report
When submitting a bug via our
help desk
the following fields are available.
Subject
A subject must be entered for each bug report summarising what the bug is.
Module
Every bug must be associated with a module.
If the bug exists within the iSAMS framework - such as the Navigation Bar,
Wizard Bar or Desktop - then it should be associated with the 'iSAMS Engine'.
Bug Priority
-
LOW
This is a low priority bug that is annoying but does not stop me from working or
completing the task.
-
NORMAL
This is a normal priority bug that stops me from completing a single
non urgent task.
-
HIGH
This is a high priority bug that causes a single urgent task to fail or not work
and as I result I cannot complete this important task. An immediate fix or
resolution is required.
-
URGENT
This is an urgent bug that causes a large part of the system or all of it to fail or not work
and as a result the school or a large proportaion of end users cannot complete any or most of their tasks.
An immediate fix or resolution is required.
* Please make sure you have read our About Urgent Requests policy
before using this option.
The ultimate aim of the bug priority system is to move bugs from
HIGH or URGENT to NORMAL by providing a work around solution.
Task Priority
Most bugs should be LOW or MEDIUM as the bug that is causing the task to fail
will most likely be a non urgent task.
Low or Normal Task Example:
"In reports manager I am trying to produce a reports statistics output but the SQL fails."
This is not urgent because the task is a "nice" feature and is not essential to the running of the school
High Task Example:
Producing mailing labels for end of term mailings that needs to be printed by the
end of today for catching the post.
Urgent Task Example:
No-one can log into iSAMS as the link between Active Directory and iSAMS has broken.
Support Team Input
Contained below are fields that the support agent handling the request fills in.
Valid Bug
By default this field is false as all bug reports must be confirmed by a support person. A bug should be confirmed on
both the bug reporters school system and our own published demo/test system.
School Specific
If the bug is only present in their system we mark the bug as 'School Specific'. This may affect the priority of
fixing it dependent on the task priority.
Bug Workflow
Once the request has been submitted and is flagged as a bug report the following workflow is used:
- The request is taken by the first free support agent
- The bug is verified on the schools system
- The bug is then verified on our test system
- The request is then responded to stating if the bug can be replicated on either the school or/and our test system
- The support agent then adjusts the priority of the request if appropriate
- The support agent then puts the bug report into our internal TFS bug management software
- Once the bug is fixed and committed the support agent then informs the end user of the release date and that the problem is solved
Last Updated: October 2009