Feb 16, 2016 5:36 AM
Replying to Bruno Silva
...
When I say incident, i'm using the ITIL definition. We are in a pilot phase, using the solution in the real environment. Some existing functionalities started to present issues since then. For these issues, i'm opening incident tickets to our IT (that handles them to our third party partner that actually develops the product).
My intention is to keep track of all the issues. With tickets, they will not get lost in some inbox and the ticket number provides reference, since I need to report them to our customer. I think I can use them as metric also, monitoring the numbers of tickets opened to solve issues of the product, so we can enhance our testing and development processes (something like "how much problems with the software have we left pass?" or "how much problem did the software presented?").
We tested the functionalities before the pilot phase, but the errors we're facing are not directly related to the scope, they're indirectly related (like "functionality X, not in the project scope, presented issues after the change").
Did I clarified the situation? Let me know and thanks for the help so far!
