“Too many cooks spoil the broth”? This notwithstanding, it is remarkable that there are not more errors made in an increasingly distributed, outsourced and virtualized world.
Consider the lifecycle of a problem ticket for an application bug (see Figure 5).
Potential errors that can arise with managing the ticket:
• Multiple tickets are created for the same issue
• The support personnel fails to escalate the ticket in a timely manner
• The analyst assigns the ticket to a developer in the wrong group
• The tester tests the bug and logs the status in a separate test management tool ...