If you’re bugged by bugs in your software system, you may find yourself on the phone to technical support more often than you’d like. Sometimes those developmental problems never seem to go away. But by standardising your bug tracking software and taking part in a bug tracking program, you can help the help desk staff to do a better job.
In today’s ever-changing computer environment, software bugs are an unfortunate fact of life. Such is the pressure on design companies to release new and updated versions of popular software that bug tracking is never complete before it comes out - and, of course, some bug tracking can’t be done effectively until the software is functioning in the wider world. These days, most new software releases come with built-in bug tracking software which allows users like you to inform developers when you encounter a problem. You don’t have to understand the technical details of what’s going on to be helpful in bug tracking - you just need to note what you did and what happened, or failed to happen, as a result.
Because they deal with user problems at a different level from software developers, and with different priorities, support desk staff often keep bug tracking records of their own. You’ll get much more effective service if you report problems in the appropriate way, and this can speed up the service for future customers with the same problems, too. When you report a problem, ask your support staff what you can do to help with bug tracking in that area. This will not only help to resolve your immediate difficulties, it will assist with larger scale bug tracking endeavours.
Although you may often feel like you’re at the bottom of the heap as an end user of problematic software, efficient bug tracking means that you too can contribute as it improves and moves forward. So don’t be afraid to speak up and do your bit.