Remote project administration

via a online ticket tracker by Tracy Adams

The Big Picture

We want a standard process for virtual project administration.

The Medium Picture

There are countless bug tracking systems. If fact, most developers have either coded at least one themselves or swear behind the feature set of one particular tool. Remember, however, it is the process behind the system that is the key to success.

The need for structured communication heightens when clients and developers do not work in the same location. Lack of a standard system is prone will result in a chaos caused by a pile of emails intertwined with various phone conversations no one seems to recall in quite the same way...

The Cornerstone: Status

The status of bug or issue determines who is in control. Either the initiator or developer, but not both, is in responsible for issues in each state. Typically, the initiator of most issues are the client.

Status = "Need clarification" ---> Initiator's responsibility
The developer is stuck and needs instruction from the client. The initiator should respond to issues and change the status to "open" so work can continue.
Status = "Fixed waiting approval" ---> Initiator's responsibility
The initiator has the final say in what is acceptable and therefore has the privilege of closing the issue. The ball is in the initiator's court to either close the issue or make a comment and reopen the issue.
Status = "Open" ---> Developer's responsibility
The developer is in charge of getting this issue done. When the issue is fixed, the developer makes a note and sets the status to "fixed waiting approval". If the developer gets stuck, the developer makes a note and sets the status to "needs clarification".

Case study

Client enters an issue:
Message: The edit comment page doesn't work right.
Status: Open
Developers assigned to the project receives an alert. The developer responds with a comment and changes the status:
Comment: Please give a step-by-step outline describing what you are experiencing.
Status: Need Clarification
Client receives an alert. Client adds a comment and changes the status.
Comment: I logged in as myself. I was on http://arsdigita.com/vision.html . I clicked on edit under my first comment. I changed the title from "I LUV this vision" to "I love this vision" and pressed Submit. When I looked at the page with all the comments, the change was not there.
Status: Open
Developer receives an alert and fixes the issue. The developer adds a comment and a changes the status.
Comment: I've edited /general-comments/edit-comment-2.tcl to update the comment title in the database. You should now be able to run your example successfully.
Status: Fixed waiting approval
Client receives an alert and comes back to check. He decides that it is not quite right. Client adds a comment and changes the status.
Comment: Oh yeah, instead of saying "Submit", I'd like the button on http://my-service.com/comments/edit-comment.tcl to say "Edit Comment".
Status: Open
Developer receives an alert and fixes the problem. Developer adds a comment and changes the status.
Comment: I've edited /general-comments/edit-comment.tcl so that the button says "Edit Comment" instead of "Submit"
Status: Fixed Waiting Approval
Client receives an alert, checks, and decides he is satisfied. Client closes the issue.
Status: Closed

Useful habits

Use the ticket tracker for all assignments and discussions. Make projects to catalog different types of interactions such as "emergencies", "ongoing", "discussions", etc. This will build up a central source of documentation as well tracking assignments.
Be careful to assign appropriate users to each project so they will receive email alerts as people add issues and make comments.
Use the ticket tracker as replacement to sending email to each other. Entering or commenting on an issue will send alerts to the relevant people.
Whenever you change a status, always enter a comment. Note URLs that have changed and files you touched. The project members will get alerted when there is something to view and will know what to look for.

Enforcing the law

This system only works if everyone uses it. In the beginning of a project, make an effort to teach clients and co-workers the process.

From time to time, the process will go astray. You will get a solitary email with some tasks. This is the time to reinforce proper use of the system.

You'll come to develop a style of your own to do this, but here are a few templates to get you started.

Philip Greenspun template:


Is there any reason we are not using the 
on-line collaboration system that we have been perfecting 
since 1994?  "The Book" 
(Philip and Alex's Guide to Web Publishing) 
will give you an idea of  how ArsDigita operates in just 
17 chapters.

Philip
up late cranking out my next book

Tracy Adams template:

Please put this in the ticket tracker.

Thank you,
Tracy

Michael Yoon template:

Thank you for writing. I am confirming that I have received 
your email and I will investigate how  to fix this 
issue. I am sorry I haven't executed what you need and 
will try my best to rectify the situation.

Perhaps I can suggest that we use the ticket tracking system
that is set up your staff server.  I was thinking that this 
would allow you to see and comment on any questions or 
concerns you have about this issue at any time.

I've added this issue to the system for you and made sure it
appears as your entry. This will ensure you get  
automatic email responses of any notes that are made.

Just to be sure we are on the page, here is exactly what I did:

 Going to http://your-servicename.com
 Logged in
 Clicked "ticket tracker administration" from the workspace
 Clicking "add and issue"
 Filled out the form with your instructions and hit submit


Please take a look when you have a moment, and let me know if 
you think the user interface is sufficiently clear. 
Any suggestions on how to improve it are, of course, welcome.

Hope this helps,
Michael

Testimonials

"I live in the ticket tracker."
  Atiasaya - GuideStar

"I LOVE the ticket tracker."
   Sheila - Infirmation (personally posted 350
   tickets in a 2 week period)

teadams@arsdigita.com