Managing open support issues

This page contains useful tips on how to better manage open support issues. 

 

The idea is to group issues by adding one of the following labels to every open issue:

- 'toTrack' – issue needs some more checks

- 'toInvestigate' – some action is needed to determine the actual status of the issue

- 'improvement' – there is a need of enhancement in Mifos (which is out-of-scope of our support contract)

- 'toFix' – there is a bug in Mifos and it needs to be fixed

- 'cannotReproduce' – the bug cannot be reproduced in Mifos locally but occurs on Client's machine

- 'toCheck' – bug hasn't been classified yet

  

Mifos support open bugs dashboard shows all open support issues divided by labels.

   

Labels should be added in that way:

  

1. When issue is new and without label, then first step is to label it as 'toCheck'. In this step, the first investigation should be performed and then issue needs be classfied as improvement, to fix or to investigate.

2. If there is a need of the new functionality which is out-of-scope of our support contract, then issue should be labeled as 'improvement'.

3. When bug can be reproduced in Mifos and is eligible to be fixed, then it should be labeled as 'toFix'.

4. If there aren't enough information to reproduce the issue, then ii should be labeled as 'toInvestigate'.

5. After receiving missing information, issue can be reclassified from 'toInvestigate' to 'cannotReproduce', 'toFix' or 'improvement'.

6. There can be also a situation when issue will be fixed or implemented as improvement but it can't be marked as 'fixed' because some more checks should be performed on Client's side. Then issue should be labeled as 'toTrack'.

7. When issue cannot be reproduced it can also be labeled as 'toTrack' for more checks. If it still be irreproducible then issue 'Resolution' should be changed to 'Invalid'.