Unbeknownst to most software consumers, the existence of software bugs in newly released programs is expected and often times known by software developers. What might initially look like a quality control issue actually has three very understandable causes. For one, it’s virtually impossible for a development team to anticipate every user situation in which a bug might reveal itself, which leads to cause number two: because programs have a scheduled release date, a development team doesn’t have the luxury of spending years ferreting out every bug. And third, fixing a minor bug can sometimes result in another, more severe bug, in which case developers plan on finding a solution to the situation prior to the program’s next release.
Regardless of why bugs exist, most software companies use a computerized bug tracking system-also referred to as an “issue tracking system”-to help resolve bugs in a timely manner. Generally, bug tracking systems come in two types: systems that contain complex methodology and can only be understood by experts and systems that have an easy to use interface that allows all parties to be involved in bug resolution. In most cases, companies opt for the latter because it allows management and help desk personnel easier access to critical information. By printing out customized reports, management can consult with developers and technical staff and re-delegate assignments as needed, while help desk staff can address customer complaints.
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