Anatomy of an issue

Good issue management starts with a proper description of each individual issue. When reporting an issue adhere to the following list:

  • who – your name
  • when – a specific time
  • where – environment (possibly including URL’s)
  • how important – your opinion to start with
  • description – make is short and descriptive
  • what you did – all steps that lead to the issue
  • what happened – for example: you got an error message
  • what should have happened – possibly referring to the specs

That is it. The “how important” is the only item on the list that should have subjective judgement in it. The rest can be pure facts and should be free from emotion. Issue management is probably the worst place to vent your frustration with the process.

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