Comparison with current processes

Bug

	Step	Current process	Outcome ok	Outcome not ok	proposed process
	Customer identifies problem and sets priority	Skype to support email to support
	Support alerted	unread item alert
	Clarify	Support responds to gain clarity if required
	Customer Alerted	unread item alert
	Customer clarifies	Customer clarifies
	Support Alerted clarity provided	unread item alert
	Support Reproduces	Support attempts to reproduce problem once clear on it
	Can Reproduce and is Bug	Steps to reproduce defined
	Assign developer	developer is assigned / works with support
	Test	Testing of changes
	Test	Dev fixes problems found
	Test	Testing ok
	Done	Released into production and issue closed

Step	Current process	proposed process
Customer report	Skype to support email to support
Clarify	Support identifies new feature required
Clarify	High level design options considered
Clarify	Discuss with customer to clarify requirements
Design	Define changes required to system and resulting test plan
Design	Review with customer to get sign off on design and $
Build	developer is assigned
Clarify	Clarification questions if required from poor design
Test	Testing of changes
Build	Dev fixes problems found in testing
Test	Testing ok
Done	Released into production and issue closed
Invoice	Invoice sent and paid

Non system changes - eg one off reports / data migrations or updates etc

step
Customer request	Skype to support email to support
clarify
Do Work
Done	Release to customer
Invoice	Invoice sent and paid

Status of issue
New / unread
Clarifying	Wait on customer Wait on SaaSplications
Ready
Closed
Cancelled
Status of task	Task types
Draft	Investigate
Quote	Design
Plan	Build
Approved	Test
In Progress	Document
Completed	Configure
Rejected
Cancelled