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Bug and Defect Definitions

This guide provides an overview of the different types of bugs and defects that can be encountered on the platform.

Each bug or defect is an unexpected error experienced by a user, whether internal (such as Operations or Engineering) or external (such as a customer). These issues can occur at various stages of using the platform and may be identified by different types of users. It is the responsibility of the Engineering or Operations teams to investigate and resolve them.
 
 
Definition
Responsible
Discovered
Fixed By
Bug
 An unexpected error, due to an engineering error, in relation to an item of work that has not had delivery sign-off (i.e. work has not been delivered in full).
Engineering
Internally during engineering pre-deployment
Engineering
Customer Defect
An unexpected error in the SMP reported by a customer. 
Operations or Engineering
Externally by a customer using the platform
Operations OR Engineering
Configuration Defect
An unexpected error that can be resolved through configuration changes, related to work that has already received delivery sign-off.
Operations
Internally in the available deployment
Operations
Engineering Defect
An unexpected error that requires engineering effort to resolve, related to work that has already received delivery sign-off.
Engineering
Internally in the available deployment
Engineering
 
Each type of bug or defect has a different period of when it can be fixed during a Sprint and which Jira project it should be attached to. 
 
 
Fixed When
 Jira Project
Bug
Through active sprint delivery
OED
Customer Defect
In a sprint, dependent on priority
OED, MO, SO
Configuration Defect
In a sprint, dependent on priority
MO, SO
Engineering Defect
In a sprint, dependent on priority
OED
MO, SO (only before going through engineering triage)

 

After the bug or defect is raised, they will follow a standard operating procedure to help teams address and resolve the issues. 

 
Procedure
Bug
  1. Raised by engineering when the issue is identified
  2. Prioritised into delivery sprints according to priority
Customer Defect
  1. Reported by customer via support form
  2. Raised as a Jira ticket by the Support team (as OED if known to be engineering, but otherwise MO/SO)
  3. Triaged by business tech sheriff
  4. If MO/SO > brought into the sprint based on priority
  5. If an Engineering Defect (OED) is placed in ‘Triaged’ and then moved to OED by QA after testing, it is delivered through the support workflow and must be prioritised by the Operations team."
Configuration Defect
  1. Reported internally by One World employee on MO/SO board
  2. Triaged by business tech sheriff
  3. Brought into sprint based on priority
Engineering Defect
  1. Reported internally by One World employee on OED board
  2. Triaged by QA sheriff
  3. Delivered via engineering support process (Ops or Eng to prioritise on support board)

 

 

 

 

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