Overview
This activity describes the process for writing Software Trouble Reports (see Appendix C). All Software Trouble Report information is stored in the project’s software configuration management (SCM) tracking system. Software Trouble Reports are generally written by qualification testers or project members receiving problem reports from users.
Roles and Responsibilities
The reporter reporting a problem in a software product is responsible for writing a Software Trouble Report, entering it into the project’s SCM tracking system, and notifying the project software manager and SCM manager. If the person reporting the problem is a user who is not a member of the software organization, the reporter may be any team member to whom the user communicates the problem.
The SCM manager is responsible for verifying that the Software Trouble Report is properly written and correctly entered into the SCM tracking system.
Controls
The Software Trouble Report form and instructions (see Appendix C), which are documented in the Configuration Control section of the project’s SCM Plan (SCMP) (see Appendix E).
Inputs
An identified problem in a software product.
Procedures
Note: Forms may be electronic or hard-copy, and are provided by the SCM manager.
1) The reporter documents the problem on the Software Trouble Report, referencing any materials or information that may be needed to understand the problem.
2) The reporter notifies the software engineering manager, project software manager, and SCM manager of the new Software Trouble Report via E-mail. This notification is in addition to any automatic notification that the SCM tracking system may provide.
3) The SCM manager reviews the Software Trouble Report and verifies that it was properly written and correctly entered into the SCM tracking system. If allowed by the SCM tool, the SCM manager may place access restrictions on the Software Trouble Report, giving write access only to those individuals who require it (normally only the project software manager).
Outputs
The Software Trouble Report, which has been entered into the SCM tracking system.