What is a software bug?
Posted by Edd Clementson, Last modified by Tom Keegan on 15 April 2019 01:39 PM
What is a Bug?
A bug is classified as an error, fault or flaw within the Frog software that creates an unwanted or unexpected result within the confines of the software specification. An unwanted or unexpected result within customer expectation is defined as an RFC (request for change) and is dealt with in a different process.
A bug may occur as a result of a change in the software or a change in external factors such as browser or OS updates.
What happens in the Bug process?
1. Reported to the Service Desk
The first step in the life cycle of a bug is reporting. A bug can be reported to Frog through several channels (for example through your School Relationship Manager or Implementation Consultant) but in all situations these bugs will in the first instance be escalated to the Support Desk.
As such, we strongly recommend reporting any suspected bugs directly to the Support Desk to enable us to respond quickly and efficiently, and identify any particularly severe issues early on.
The Support Desk can be contacted by email at firstname.lastname@example.org or by calling 01422 395939.
The Support Desk will log you a ticket for your issue and will investigate the problem to ensure it is a bug in the software.
2. Reported to the Development Team
When the Support Desk believes an incident is a bug, they will log a bug ticket with the Development Team.
This ticket will detail all instances of the incident that the Support Desk have been able to gather along with replication steps and user credentials if required. This bug ticket is not customer facing.
The Support Desk ticket raised in the first stage of the process will be linked to this bug ticket to allow the Support Desk to update all customers with the same issue at the same time.
You will be updated when your Support Desk ticket has been linked to a bug ticket.
3. Investigation by the Development Team
The bug ticket is passed to our Development Team and scheduled for development work. This schedule is managed by several considerations including the severity of the issue, the number of schools reporting the issue and the impact on the software.
We do our best to prioritise all bugs appropriately to ensure the best response for all issues. In order to help us do this we need all schools with suspected bugs to log the issues with the Support Desk to make sure we have all the impact information for the Development Team. In addition, if a particular bug is causing your school a lot of pain, please let us know as we may be able to adjust it's priority if you can provide impact information.
The first thing the Development Team do is confirm that the information provided by the Support Desk constitutes a bug. If it is, they continue to investigate the root cause of the issue.
Release notes containing all the bug fixes and new changes in releases can be found on the Community Site: http://frogcommunity.com
How can I track the progress of my ticket?
The easiest way to track your ticket is by using the Self Service Ticketing System. If you have your ticket ID you can either email us or call us and we will be able to check progress on the bug ticket.
We will be in touch throughout the bug life cycle as appropriate and updates will also be found on the Community Site.