Description of Software Types:
Agents - These are services running on Carlson servers that perform data transfer functions
- Stream Server - Collects position and time event data from machines and puts it in the database
- Drill Agent - Handles drill hole syncing
- Pile Agent- Handles Pile syncing
- Grid Agent - Handles existing surface syncing
Command - Software for monitoring, managing and reporting on heavy equipment and survey rovers equipped with Carlson Grade Software
Command HD (Help Desk) - Administration portal for managing Carlson Machine control products, and for managing support and software tickets.
Grade - The heavy equipment and survey rover onboard program that provides position data, monitoring, tracking, and management for the operator.
Mobile App - The iOS or Android app for Carlson Command.
Service - Hardware or Install related issues.
System - Broad ranging system level issues, projects, defects, or features that span two or more software types.
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Description of Ticket Types:
Software Defects (bugs) - an error, flaw or fault in the design, development, or operation of computer software that causes it to produce an incorrect or unexpected result, or to behave in unintended ways.
Things to include:
What were the inputs?
What was the expected result?
What was the actual result
Steps in the software to reproduce the bug
Priority:
Low - Cosmetic defect or minor annoyance that does not impact the proper function of the software.
Medium - Defect with a workaround. May cause extra work or even a wrong result that can be corrected
High - Wrong result without a work around, a crash, or some other work stopping issue.
Feature Request - New functionality or capabilities added to the software that give the user new information, allows new information to be collected, or improves a current workflow etc.
These can be as simple as just a quick idea or ideally a documented workflow or design of a new feature.
Add pictures of a new machine, diagrams, mock-ups of screens etc.
These are fine to get duplicates of as we can link tickets, and close the duplicates but get different perspectives on the same ideas.
Priority:
Low - Nice to have, but can wait.
Medium - Would provide significant value to the end user or significantly improve a workflow.
High - Would provide significant value to the end user or significantly improve a workflow and has a significant business impact resulting in sales, or retention of a customer.
Support Issue - An issue raised by the end user requiring help from Carlson Software technicians to be resolved.
Priority:
Low - Inquiry, but minimal impact to user experience.
Medium - Significant issue impacting production, but users are still getting value from the software.
High - Issue preventing the user from getting value from the software. May impact retention of the customer.
Project - A ticket to group a large number of related tickets to track the progress of a large undertaking in the software.
Action - A simple request for something to be done. E.G. write a document for an existing feature, make a change to a license in the database etc. A miscellaneous ticket.
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Process:
Ticket is submitted and it is in the Open state.
Carlson will review, ask questions if necessary and then add the ticket to the development or support queue.
Once a resolution is found Carlson will mark the ticket Solved/Awaiting Feedback.
For defects or features this will mean that the bug was found and fixed in the software, or that the feature has been implemented in the code. Carlson will add remarks on the ticket and give an estimate on when the fixes will be available for testing
For support issues a suggestion on how to resolve the issue will be provided.
Carlson will test defects, features, and support solutions and provide details on these tests while the ticket is in the Awaiting Feedback state. It is then the responsibility of the submitter of the ticket to review the resolution, and ensure that it meets all of the requirements. When it does, they can mark the ticket Closed. Tickets that sit in this state with no feedback from the submitter for long enough may be closed automatically.