| dc.description.abstract | Software issue tracking is basically the process by which an issue encountered by an end-user is
reported to the software vendor/developer for fixing. A software Issue tracking system is an
application that is designed to help in issue tracking, software quality assurance, and also for
programmers to keep track of reported software issues in their work.
The core aim and significance of this research was to design and implement a fast, simple and
effective issue tracking system with intelligent features such as automated ticket assignment,
duplicate filtering, bug prediction and change control management, among others, hence
delivering a high performance, lightweight and flexible issue tracking system called Octopus. The
need for this arose when it was established and proved that existing issue tracking systems allow
reporting of duplicate issues, lacked adequate features to allow automated assignment of issues
hence making the issue management process manual and time consuming. These systems were
also incapable of bug prediction and change control wasn’t enriched. The researcher then
concluded that having the above gaps addressed would significantly improve the timelines in
which software issues are solved efficiently and effectively.
Using qualitative research methods to enable gathering of unknown software user needs and
uncover all the variables surrounding issue tracking process workflows, the researcher deployed
semi-structured interviews, and literature reviews. Also research strategies as Case Study Strategy
and Design Science were used facts from this requirements gathering process where used to design
of a fast, simple and effective issue tracking software with intelligent called Octopus. This system
was thoroughly tested and evaluated by a team of experienced users that comprised of both
software end users and software developers to prove that the gaps identified had been resolved.
In conclusion, issue tracking is an important part of every software project and using issue tracking
systems is necessary, as it brings on board benefits such as improvement in the turnaround time of
software issue resolution, increased user satisfaction and customer appreciation in software, better
productivity of teams and reduction of operating expenses in software firms | en_US |
