Software Issue Tracking and Management System for Software Operational and Maintenance Phase Case Study: Centenary Bank

Abstract

Software issue tracking is basically the process by which an issue encountered by an end-user is reported to the software vendor/developer for fixing. A software Issue tracking system is an application that is designed to help in issue tracking, software quality assurance, and also for programmers to keep track of reported software issues in their work.

The core aim and significance of this research was to design and implement a fast, simple and effective issue tracking system with intelligent features such as automated ticket assignment, duplicate filtering, bug prediction and change control management, among others, hence delivering a high performance, lightweight and flexible issue tracking system called Octopus. The need for this arose when it was established and proved that existing issue tracking systems allow reporting of duplicate issues, lacked adequate features to allow automated assignment of issues hence making the issue management process manual and time consuming. These systems were also incapable of bug prediction and change control wasn’t enriched. The researcher then concluded that having the above gaps addressed would significantly improve the timelines in which software issues are solved efficiently and effectively.

Using qualitative research methods to enable gathering of unknown software user needs and uncover all the variables surrounding issue tracking process workflows, the researcher deployed semi-structured interviews, and literature reviews. Also research strategies as Case Study Strategy and Design Science were used facts from this requirements gathering process where used to design of a fast, simple and effective issue tracking software with intelligent called Octopus. This system was thoroughly tested and evaluated by a team of experienced users that comprised of both software end users and software developers to prove that the gaps identified had been resolved.

In conclusion, issue tracking is an important part of every software project and using issue tracking systems is necessary, as it brings on board benefits such as improvement in the turnaround time of software issue resolution, increased user satisfaction and customer appreciation in software, better productivity of teams and reduction of operating expenses in software firms.

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