What are the best ticketing system practices for tracking and managing defects?

Create a comprehensive ticketing system that includes all relevant defect information, such as description, severity, priority, status, and assignment. Ensure that the ticketing system is easy to use and find, so that users can report defects with ease. Define a clear process for defect tracking and management, including deadlines for resolution and communication with users. Assign defects to specific developers or teams so that they can be resolved efficiently. Provide users with an updated status of reported defects.

Its always depends on the team budget, size and features needed.Sometimes a shared spreadsheet can do the job. Before choosing any ticketing system we need to keep below points in mind, which is not limited to - Budget - Number of users - Customisation Feasibility - How its aligns with the companies development and delivery model - Reporting and email capabilities --etc

Selecting the right ticketing system is crucial for efficient defect tracking, and in my experience, Jira stands out as the optimal choice. While every tool has its pros and cons, Jira's versatility and integration capabilities make it a strong contender. Unless there's a compelling internal alternative tailored to the project's needs, opting for Jira provides a reliable foundation for streamlined defect management.

Choosing the right ticketing system is crucial for effective use in QA. Factors to consider include the size and complexity of your project, the type and frequency of testing, the tools and platforms you use, the level of customization and automation you require, and the budget and resources you have.

Optimal defect tracking and management rely on choosing the right ticketing system. Select a system that aligns with your team's workflow and integrates seamlessly with your development tools. Ensure the ticketing system allows for comprehensive defect documentation, including detailed descriptions, steps to reproduce, and associated files. Regularly update and prioritize tickets, fostering effective communication and collaboration among team members for efficient defect resolution.

Defining clear and consistent ticketing policies is a collaborative effort led by the producer and QA management. Documenting these policies on Confluence ensures a standardized approach throughout the project. This documentation becomes invaluable, particularly for new QA team members, preventing confusion and establishing a cohesive framework for effective defect tracking.

The importance of choosing the right ticketing system cannot be overstated. It is crucial for effective use in QA. Factors to consider include project size and complexity, testing type and frequency, tools and platforms used, customization and automation needs, and budget and resources available.

1) Clear summary- since this is some thing which shows in quick search results 2) Assignee and escalation assignee (not mandatory) 3) Clear step by step description and details with supporting docs - The idea is not to dump all info, but enough to understand and repro issue. All supporting material should be as an attachment. 3) Clear priority , severity, deadlines - This ensures transparency and sense of ownership among team and people watching from outside. 4) Fill in non mandatory fields also, if info is present - This some times prevent issues from being slipped while taking reports. 5) Add the reportee's analysis - Better understanding of the issue at later stage, specially if bug is backlogged

Most necessary part if transperancy and system design to avoid any defects. Considering ticket closing timeline we can categorise skill sets

Employing descriptive and concise ticket titles is a practice that aligns with effective communication. Ensuring clarity in titles is paramount, especially considering diverse language proficiencies among team members. Avoiding unnecessary repetition and focusing on simplicity enhances comprehension, making defect tracking more efficient for both QA and development teams.

Using descriptive and concise ticket titles is crucial for effective use of a ticketing system. By summarizing the defect in a few words, these titles capture the essence of the issue, including what is wrong, where it occurs, and when it happens. Such titles should be unique and distinguishable from other tickets, making them easy to identify and understand. By using relevant and searchable keywords, descriptive and concise ticket titles enable efficient searching and avoid confusion and duplication. Overall, this practice enhances the clarity and organization of the ticketing system, facilitating smoother communication and issue resolution.

When you look the Ticket subject it should have all the info in short and crispy manner. So easily we can look that ticket. Example : "Stage-Spelling mistake in Biscuits(biscuts)-P3-L3" From the above subject line you can easily understand 1. Issue happened in 'Stage' environment. 2. Issue in Biscuit spelling. 3. Priority is set as 3 and severity also set as 3. Screenshot of the defect should be attached. Add the status then and there. Add/Point the resource for any asks/help. New story for fixing the issues also mapped here. So under single story we have detailed info of the defect, snippet, fixed/solution, what are the action taken, where its take time, pending all this info

The importance of detailed yet accurate ticket descriptions cannot be overstated. While inclusivity is key, it's crucial to avoid irrelevant information. Each detail provided should contribute directly to understanding and resolving the defect. This approach ensures that the information communicated is precise, reducing ambiguity and expediting the resolution process.

In addition to providing detailed and accurate ticket descriptions, it is important to follow a structured format to ensure consistency across all tickets. This can include using bullet points or numbered lists to clearly outline the steps to reproduce the defect, separating the expected and actual results for easy comparison, and using headings or subheadings to categorize different sections of the description.

when a defect is added, it must be reviewed by a QA team member to ensure its accuracy and authenticity. Once QA determines that a defect exists, a project manager must prioritize and then assign the defect to a developer to fix. After the defect is fixed, QA must test and verify the fix.

Leveraging ticket comments for communication and collaboration is a best practice. Tagging relevant individuals and directing questions to the ticket's comment section promotes transparency. This approach ensures that discussions are accessible to the entire team, facilitating a seamless handover of tasks and fostering a collaborative environment.

Sharing relevant information: Provide detailed and relevant information about the actions taken, results obtained, issues or questions that have arisen, and any feedback or suggestions given. This ensures that all team members are well-informed about the status of the defect and can contribute their insights or solutions.

Few cases are exceptions where all stakeholder opinion is mandatory like New Vemdor introduced in Quality system. In such cases common forum meeting can help easing out operational and documentation compliances

Regular review and optimization of the ticketing system are essential for maintaining an effective defect management process. Prioritizing the resolution of blockers and regularly checking C-level bugs ensure ongoing efficiency. The frequency of reviews, such as bi-weekly checks for B-level bugs, may vary based on project dynamics, but this proactive approach remains a consistent practice.

Abertura de defeitos ou qualquer demanda deve ser clara e objetiva. Come?ando por um título curto e auto descritivo para quem ler o mesmo entenda ou tenha ideia de onde e o que é o ticket. Além disso utilizar uma escrita clara para fácil reprodu??o e entendimento torna-se essencial e para este ponto utilizar o Gherking irá cobrir estes dois pontos. Por último porém n?o menos importante evidência, ela precisa ser coerente com todos os pontos informados na descri??o. Use e abuse de prints, vídeos e se necessário narrativa em vídeos para ser o mais claro possível.

Establishing a dedicated Slack channel for bug-related discussions proves beneficial for streamlined communication. Sharing bug links and descriptions in this channel enhances collaboration and provides a centralized space for ongoing conversations. This supplementary channel becomes an additional layer of communication, fostering a more cohesive approach to defect tracking within the project.

Understanding of QBD perspective and guideline expectations is major are where Organisations are failing to train individuals who actually are operating. Training on SOPs and self study is mere way, organisations need to invest and think out of box solutions for these structures, since single person is playing multiple roles across different groups in same organisation.