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Automatic creation of test scenarios based on customer PMRs and internal defects

IP.com Disclosure Number: IPCOM000198391D
Publication Date: 2010-Aug-06
Document File: 2 page(s) / 24K

Publishing Venue

The IP.com Prior Art Database

Abstract

This new process improves the linkage between a defect tracking system and the test scenario system. When Level 2 or Level 3 support personnel process a customer defect, they have the option to trigger the creation of a new test scenario. This automatic creation of the test scenario, and notification of the test team, will ensure that these issues are captured and prevented from occurring in the future. This process also provides the data to analyze the effectiveness of the test process and help determine specific ways to improve the quality of subsequent tests.

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Automatic creation of test scenarios based on customer PMRs and internal defects

The disclosed process improves the linkage between a defect tracking system and the test scenario system. When Level 2 or Level 3 support personnel process a customer defect, they have the option to trigger the creation of a new test scenario. This automatic creation of the test scenario, and notification of the test team, will ensure that these issues are captured and prevented from occurring in the future. This process also provides the data to analyze the effectiveness of the test process and help determine specific ways to improve the quality of subsequent tests.

The test discipline is always looking for ways to improve the suite of test scenarios, particularly based on problems experienced by customers. Customer-reported problems are typically tracked via existing systems, but typically customer-reported problems are tracked separately from internal-reported problems. Unfortunately, there is no methodology linking these systems with test definition and tracking tools. It would be very helpful to integrate these systems and leverage the data for several benefits:

Determine whether appropriate test scenarios already exist for this function

1.

Provide the capability to enhance the suite of test scenarios

2.

Evaluate and improve the efficacy of the test process

3.

When a problem is reported by a customer, appropriate support personnel create a problem record to log and track the issue. Sometimes the issue is simply a question on usability of the product. Other times, it can be a request for an enhancement. Many times, it identifies a deficiency within the product. These deficiencies may be exposed by very unique environmental configurations and functional usages of the customer - problems that are not realistically expected to be caught in test. Some deficiencies may also be outright errors or omissions in the testing process. In all cases, these can provide a wealth of information to the Development and Test communities, expanding their understanding of how the customers use the products and providing a means for evaluating the efficacy of the testing process.

The tools exist today to log and track these customer issues. The next step is to tie this information to the test scenario repository. This article proposes that the application used to track defects be enhanced to interface with the test scenario system. There are many ways to implement these changes. Here is one proposal. When entering or modifying a customer-reported problem, the Support personnel makes the determination whether this issue is appropriate for inclusion in the test scenario suite. This may be indicated by an additional field in the application, such as "This Scenario Should be Included in Product Test - Y/N". The default may be "N" because, as stated earlier, not all customer calls are the result of product defects. However, if the Support individual indicates "Y", the appli...