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Jama's Defect-Fixing Process

By Kristina King posted 01-28-2015 14:15


As much as we test and try to avoid them, defects are inevitable in software. We appreciate your bug reports for two reasons -- they alert us to a problem we might not know exists, and they help us gauge the impact and rank the severity. Receiving your defect report is crucial to the prioritization process.

Jama's Defect Process

1. When you report unexpected behavior, a Support Engineer will attempt to reproduce the issue. If the issue is reported in the Community but is not readily reproducible by us, we may create a ticket from the post so that a more in-depth look can be taken.

2. We will recreate the issue on both the version you are using and the previous version to determine if it is a regression. When we file a defect, we rate its severity based on how many users are affected and its effect (and if there is a workaround, how scalable the workaround is). We will link your ticket or Community post to this defect, which is tracked internally with a defect ID.

3. We will provide the defect ID to you, which is used internally to track as it moves through development stages. We will also attempt to provide you a workaround at this point.

4. Members from three Jama teams (Customer Care, Engineering, and Product) meet regularly to triage the reported defects and to determine if a defect will be targeted for a fix or not. While a time frame is not established in this meeting, the severity will be considered when our teams choose which defects to target in a sprint.

5. Approximately once a month, a cross-functional team grooms our defect backlog. As a result, we decide some defects will be dropped from the backlog because they can no longer be reproduced, they are working as intended, or they have a very limited impact and severity. If the defect you reported falls into one of these categories, we will contact you to share that finding with you.

An important part of our defect prioritization process is knowing how many customers are affected. For this reason, we do not proactively provide a full list of defects or the steps to reproduce. Note that you can always cross-reference the provided defect ID with the release notes to see if a fix has been deployed.