Discovery and Notification
Simplicity is important when it comes to reporting defects; given that many different roles (customer support, sales people, professional services, developers, even end users of the product) may be entering such reports. If the tool is not easy to use, then users will be discouraged from entering defects. At the same time, it is also important that the minimum necessary information required to reproduce and analyze the defect is entered into the defect report.
Integrity enables effective defect reporting in a number of ways. The ability to precisely tailor the workflow allows for an enforced workflow to guide users through the sequence of steps necessary to report a defect. Integrity provides the ability to control which fields are displayed, and which are editable, during each step of the workflow, as well as fine grained control over the entire presentation of the defect item. This ability to limit what a user sees and interacts with during the defect workflow is key to keeping the process simple and friendly.
Integrity's powerful search capabilities make it easy for users who are planning to enter a defect report to determine if the defect has already been reported and thus avoid posting of duplicate reports. One defect report is valuable; ten instances of the same defect report are not so valuable. If users don’t check in advance, the same search capabilities and rich relationship management capabilities will allow the people doing defect analysis and triage to quickly identify and flag the extra instances as duplicates of the original or “master” defect report.
Integrity has built-in rule-based notification mechanisms that allow either end users to set up notification rules for items they are interested in, or for administrators to set up notification rules. Thus if a critical defect record is entered into Integrity, the rules-based notification mechanism can alert the appropriate defect reviewers about the defect as soon as it is entered. Similarly, if a defect has sat for too long in a given state of its workflow, escalation rules can notify the appropriate managers that it needs to be addressed.