Defect tracking software is a necessary addition to any computer network system or integrated program that is used by many. It assists technicians and support specialists in identifying and addressing systems errors, bugs, and other issues that can slow down or even stop daily computer operations.
There are several tasks covered by a standard defect tracking software. Note that this usually comes as a supplementary software program for programs that are integrated into a network of computers, and is often found in offices, computer programming and development hubs, and the like.
First and foremost, as suggested by the name, the defect tracking software helps track system errors caused by bugs, corrupted scripts, and so forth, within the integrated program. This is actually initiated by the people who are using the computer units or programs for which the tracking software is installed. When users encounter what seems to be a system error, they report this discovery to the technical support specialists using the defect tracking software. Ideally, the software is very straightforward and submitting complaints should be very easy to do.
Once the technical support specialists receive the reports, they will then analyze the nature of each problem and see which ones need to be prioritized over the rest. Any more reports will be queued and resolved according to urgency or order of submission.
As the specialists set out to resolve the reported issues, their progress is normally indicated in the defect tracking software database as well. Those who reported can view the status of their complaints and monitor their resolution. Not all complaints may be immediately attended to, but it helps to ease people’s worries and prevent angry outbursts if they are aware of the status of their complaints.
Since the defect tracking software has its own database for all system error reports, technical support specialists can also review their work and check whether a pending complaint is similar to a previous one. They can review how they resolved that previous issue, and figure out if they can apply the same strategy to troubleshoot the pending complaint. This helps to save time and resolve issues as quickly as possible.
Considering that this entire process starts out with sending a message report, the software also serves as a communication channel. It may be very limited, and it certainly won’t be conducive for lengthy, real-time conversations, but it can nevertheless deliver important messages back and forth the involved parties. At the very least, the defect tracking software can inform users of the specialists’ findings and the final status of their complaints.
Basically, the purpose of defect tracking software is to organize the detection, submission, and chronicling of system errors. It is instrumental to solving issues, but it isn’t a tool that will be used for the actual diagnosis and fixing of the problem.