Over the past few years, my brother John and I have worked with hundreds of clients to implement what is now being called “Insight Engines“. Through this we’ve created a repeatable process for the implementation phase of the technology and through implementing with so many organizations have come across an interesting phenomenon:
Testers articulate defects very poorly
This is often expressed in some manner frustration when they are then asked for qualification and clarification. Typically, the author of the defect ticket will respond with:
- You want me to update the ticket?
- But I put everything there!
- Did you read the ticket?
- We just need this fixed.
Which is the defense of some ticket created with a subject like:
- Incremental crawling doesn’t work
- Relevancy sucks
- Documents are missing
- Facet counts are wrong
- Incremental crawling not turned on, please fix
- Search terms aren’t like previous system
- Please crawl all of the documents
- Please make the counts right
With Agile development and loose specifications, User Acceptance Testing (UAT) tends to be the point of where a functional system is actually tuned to meet the system. The users typically can not express what their expectations are having general focus on matters outside of the engine.
However, we promote the following simple form for the issue creation that if used drastically reduces the time of issue triage and allows the implementation team to begin address the issue.