Defect Triage is a painful process requiring manual investigation of the root cause and then assigning the defects to respective dev team for further investigation. In case initial analysis of finding right dev team goes wrong it leads to email threads piling up triage time. Do you feel we can automate this process by leveraging cutting edge technologies ?
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If I understand you correctly, defects are being investigated twice so you know which team to assign them to, but this process often leads to the incorrect team being involved and the process starts again?
This could be a symptom of your teams being split in a way that isn’t optimal, or the codebase being difficult to understand, for example. I don’t see technology helping much with that.
When it comes to the actual severity and prioritisation of the defects, this is something that really needs to be done with knowledge of the impact to the client / users, risks, business priorities, etc. I can’t think of a tool that would help you with that and be as effective without taking longer.
My advice would be to find the root cause of why the wrong teams are being assigned and address that. If the triaging process is involving so much work that you might as well just fix the defect now, then it’s probably more efficient and less frustrating to just do that, which I’m guessing isn’t what you’re after.
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Thanks for your response, my question is actually not on defects popping up for 1-2 teams but am trying to highlight a bigger picture at organization level.
Consider a scenario where an organization providing services to it several clients which in turn have several customers and if these customers have issues, incident emails are flooded to organization’s support team. They are required to do thorough analysis which is time consuming and if this analysis is going wrong then it leads to email threads.
Can we automate this analysis process to reduce manual triage ?