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Defect Agent Feature Tour - Workflow ManagementFrom the initial discovery of a problem by the support or help desk agent to the final release of a correction, each item in Defect Agent has one responsible individual.
Every item is tracked and documented at every stage in the correction cycle. Report - A software issue is reported by a customer, technical support representative, or quality assurance tester. Responsibility for the issue is assigned to testing for verification. Verification - The issue is duplicated and verified. Responsibility for the issue is assigned to a developer for correction. Correction - A developer corrects the problem and returns responsibility to a quality assurance tester. Testing - The correction is tested to verify a successful correction. Testing assigns responsibility to a documentation specialist to update help files or user manual. Documentation - Documentation updates are completed and the issue is placed on the release list by the team lead. Release - A new version of the software is released with the correction. Version history information generated by Defect Agent documents the issue and its correction. Project PrioritizationEvery issue entered in Defect Agent is assigned a priority code. A team lead can modify individual item priorities as team priorities change. Audit HistoryWith each item in Defect Agent is stored a complete history of changes, corrections and responsibility updates. The development team leader sees every change to every item. Every member
of the technical team uses Defect Agent to control their work.
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