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Intro:
I'm working for a contractor company. We're making SW for different corporate clients, each with their own rules, SW standards etc.
Problem:
The result is, that we are using several bug-tracking systems. The amount of tickets flow is relatively big and the SLA are deadly sometimes. The main problem is, that we are keeping track of these tickets in our own BT (currently Mantis) but we're also communicating with clients in theirs BT. But as it is, two many channels of communication are making too much information noise.
Solution, progress:
Actual solution is an employee having responsibility for synchronizing the streams and keeping track of the SLA and many other things. It's consuming quite a large part of his time (cca 70%) that can be spend on something more valuable. The other thing is, that he is not fast enough and sometimes the sync is not really synced. Some parts of the comments are left only on one system, some are lost completely. (And don't start me at holidays or sickness, that's where the fun begins)
Question:
How to automate this process: aggregating tasks, watching SLA, notifying the right people etc. partially or all together?
Thank you, for your answers.
You need something like Zapier. It can map different applications and synchronize data between them. It works simply:
You create zap (for example between redmine and teamwork).
You configure mapping (how items/attributes in redmine maps to items/attributes in teamwork)
You generate access tokens in both systems and write them to zap.
Zapier makes regular synchronization between redmine and teamwork.
But mantis is not yet supported by Zapier. If all/most of your clients BT are in Zapier's apps list, you may move your own BT to another platform or make a request to Zapier for mantis support.
Another way is develop your own synchronization service that will connect to all client's BTs as each employee using login/password/token and download updates to your own BT. It is hard way and this solution requires continious development to support actual virsions of client's BTs.
You can have a look a Slack : https://slack.com/
It's a great tools for group conversations
Talk, share, and make decisions in open channels across your team, in
private groups for sensitive matters, or use direct messages
one-to-one.
you can have a lot of integrations tools, and you can use Zapier https://zapier.com/ with it to programm triggers.
With differents channels you can notifying the right people partially or all together in group conversation :)
The obvious answer is to create integrations between all of the various BT's. Without knowing what those are, it's hard to say if that's entirely possible. Most modern BTs have an API and support integrations. Some, especially more desktop based ones, don't. For those you probably have to monitor a database directly.
Zapier, as someone already suggested, is a great tool for creating integrations and may already have some of the ones yo need available. I love Slack and it has an API, but messages are basically just text and unless you want to do some kind of delimiting when you post messages to its API, it probably isn't going to work.
I'm not sure what budget is, but it will cost resources to create the integrations. I'd suggest that you hire someone to simply manage these. Someone who's sole responsibility is to cross-populate the internal and the external bug tracking system and track the progress in each. All you really need is someone with good attention to detail for this, they don't have to be a developer. This should be more cost effective than using developer resources on this.
The other alternative is simply to stop. If your requirements dictate that you use your clients' bug tracking software for projects you do for them, just use their software and stop duplicating the effort. If you need some kind of central repository or something for managing work maybe just a simple table somewhere or spreadsheet with the client, the project, the issue number, the status and if possible a link to the issue in the client's BT. I understand the need and desire for centralizing this, but if it's stifling productivity, then the opportunity costs are too high IMO.
If you create an integration tool foe this, you will indeed have a very viable product. This is actually a pretty common problem.
We receive 5-10 improvement requests each day from our customers. Some of them are good, and some not so good. I can easily pick out the ones that I agree with, but I'd like a good way to organize the rest, so if we get a lot of similar requests we can prioritize those appropriately.
We have a large backlog of good ideas, so a request usually won't get added to the work queue unless we see a strong demand from customers. This makes it impractical , so it doesn't make sense to track them with our current work item tracking (TFS). The main goal of organizing them is so that we can see where the demand is strongest, and we can determine which features are most important to our users.
Any suggestions are welcome.
I've seen small applications that allow people to add requests and anyone can vote on them. This would show you what people using that particular system are most interested in - although depending on implementation it can be very susceptible to gaming. Look into something like UserVoice. They probably do most of the work for you.
Use a StackExchange site for letting your user's create and vote on their priorities. Another alternative would be using something similar, like UserVoice, though here on SO we've found that the SO platform seems to work better.
You might also want to compile a set of potential feature requests and use something like SurveyMonkey, Vovici/WebSurveyor, or even Google Docs Forms to collect information from your users on which items they would like to see.
I try to devote certain time everyday to learn new skills while also improve the older skills that I've gained. But, I'm not hitting the sweet spot where I learn what I want and get things done.
So, I was just curious to know how you guys spend time everyday and "hit the spot".
I use Google reader and just add more and more tech blogs as I find them. Then, I read them in the morning with coffee. This site provides quite a bit of education as well.
I read technical websites everyday. I like to use Google reader as well since it tracks what I've read and allows me to easily continue where I left off from any computer I happen to have access to.
I started out with the basics : Slashdot, Ars Technica
, and Dr. Dobb's Journal. These sites will frequently lead to other great sources of information.
When following sites like this using an RSS feed, you don't have to read every article that comes through. Just scan them over and read the ones that catch your interest. Without realizing it, you will store away alot of information that will pop back into your head when you encounter a situation that triggers it.
You won't necessarily be a master of everything you read but you will be at least aware of current developments and technologies.
The second part is to practice. I usually have some simple and enjoyable programming project on the go at home all the time. I may not actually complete anything useful but I use it as a basis to try out new things. Alot of times I will encounter a problem at work and find that I've already explored some of the solutions at home or at least thought about them and will be able to make a much more informed decision.
Tech blogs are a great way to find out basic information on new material and sometimes they will even have a more in-depth feature that can leave you with some take-away knowledge than just another tech headline.
What works best for me is to identify topics that I have read in tech blogs that interest me and then find sources that provide me with more advanced information on the subject. Then as the week goes by spend however much time needed to digest the information learning the material.
Just browsing tech headlines all day, in my opinion, won't leave you with any distilled information beyond basic advances in technology. Actually diving in and spending X amount of time each day learning material that is interesting to you will be infinitely better.
I find the key to getting things done is to manage distrations. I process email in batches only once or twice per day, and try to avoid phone calls, meetings and IM where I can. This leaves me bigger chinks of time available for development.
I learn new skills in a couple of different ways... Firstly reading a load of developmetn related tech blogs via an RSS reader. This allows me to absorb a continuous flow of new ideas without necessarily "learning" a lot, but saves me a lot of time on research later. Then when I run into something new, chances are something I've already read will be of assistance and I can dig in an "learn" something in more detail.
e.g. Through regular RSS reading I became aware that a significant number of javascript frameworks had been developed and it seemed to make more sense to use a js framework than coding DOM manipulation by hand. Later when I started a new project that was going to be heavy on Ajax, I was able to name a couple of frameworks off the top of my head,quickly pick one and really dig in and get to know it.
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We're neck deep in a project right now, schedules are tight (but reasonable). Our general strategy is to get a strong beta done, release it for testing, and get feedback from our testers.
Quite frequently, we're being hit by small things that spiral into long, time-costing discussions. They all boil down to one thing: While we know what features we need, we are having trouble with the little details, things like 'where should this message go' and 'do they need this feedback immediately, or will it break their flow, so we should hold off'?
These are all things that our testers SHOULD catch, but
a) Each 'low priority' bug like this drains time from critical issues
b) We want to have as strong a product as possible
and
c) Even the best testing group will miss things from time to time.
We use our product, and we know how our users use the old version...but we're all at a loss as to how to think like a user when we try to use the new version (which has significant graphical as well as underlying changes).
edit - a bit more background:
We're writing a web app used by a widely-distributed base of users. Our app is a big part of their jobs, but not the biggest (and, of course, we only matter to them when it doesn't work). Getting actual users in to use our product is difficult, as we're geographically distant from the nearest location that serves as an end user (We're in Ohio, and I think the nearest location we serve is 3+ hours away).
The closest we can get is our Customer Service team (who have been a big help, really) but they don't really think like the users either. They also serve as our testers (it really motivates them to find bugs when they know that any they DON'T find may mean a big upswing in number of calls). We've had three (of about 12 total) customer service reps back here most of the week doing some preliminary testing...they've gotten involved in the discussions as well.
Watching someone using the app is a huge benefit to me. Possibly someone who is not entirely familiar with it.
Seeing how they try to navigate, how they try to enter information or size windows. Things we take for granted after creating/running the app hour after hour, day after day.
Users will always try and do things you never expected and watching them in action might bring to light how you can change something that might have seemed minor, but really makes a big impact on them.
Read Don't make me think.
Speaking generally, you can't. There's not any way you can turn off the "programmer" part of your brain and think like a user.
And you're right about (c), testing groups don't necessarily catch all the bugs. But the best thing you can do is get a testing group comprised of real, honest-to-goodness end users, and value their feedback. Draw further conclusions from their general comments.
If you want to know how your users will see your system, the closest you can get is usability testing with real users. Everything else is just heuristics and experience, and is also subject to error. There's no such thing as a bug-free product, but you should be able to get a "strong" product with usability testing.
Buy a cheap, easy to use video camera and record your testers using the app. Even better, get some people unfamiliar with the app. to use it and video them. It's relatively cheap, and you'd be surprised what it will highlight.
I like policy of "eating your own dog food"("http://en.wikipedia.org/wiki/Eat_one's_own_dog_food). It brings you one step closer, because you become a user, although you might think like one.
Try to use your app when you are very hurry (e.g. you have someone who waits for a dinner).
You will see all this little things because you have to wait, you have to go back to the mouse of the keyboard, etc.
And also, make your wife use it. Or your mother.
Another useful test : help someone to use it, by phone. If he can't find the button with your directions, that's probably a bug.
The important thing is to get enough information that you yourself can become a "user". Once you do that you can answer most questions yourself.
The way I always do this is to go talk with them about what they need to do, what they typically do, and how they use their current tools to do it. Then (very important) sit with them while they do it. Make sure you get on with them well enough that you can come back to them with questions about how they handle edge cases you think of later (often the answer will be the appalling "we go around the system manually for that").
I will almost always notice something they are doing that is a royal PITA that they didn't bring up because they are used to having to do that and don't know any better. I will always notice that their %90 typical workflow isn't the easiest workflow the tools provide.
You can't really rely on plain old-fashioned requirements gathering by itself, because that is asking them to think like a developer. They generally don't know what is possible to do with your software, what is easy, and what is hard. Also they typically have no clue on GUI design principles. If you ask them for design input they will just tell you to put any new control on their favorite page, until the thing looks like a 747 control panel.
The problem is often that even the users don't know what they want until they are actually working with the software. Sometimes, a small oversight can be a big usability problem, sometimes a well thought out function that was requested by many users sees only little use.
My suggestions to decrease the risk of not implementing the right usability features:
Take a look at users actually doing their day to day work. Even if they use another software or no software at all. You will be able to determine the artifacts they often need to get their job done. You will see what data they frequently need. Concentrate on the artifacts, data and workflows most used. They should be the most usable. Exotic workflows may be a bit more time consuming for the users than often used workflows.
Use working prototypes of the GUI to let users work through a realistic workflow. Watch them and note what hinders them and what works well. Adjust your prototypes accordingly.
If an issue arises in an often-used part of your software, it is time to discuss it now and in details. If the issue concerns a seldom used part, make it a low priority issue and discuss it if you have the time. If issues or suggestions are low priority, they should stay low priority. If you can't determine if solution A or solution B is the best, don't run in circles with the same arguments over and over. Just implement one of the solutions and see if the beta testers like it. The worst thing you could do is waste time over tiny issues, while big issues need to be fixed.
A software will never be perfect, because the viewpoints of users differ. Some users will think that a minor problem breaks the whole application. Others will live with even severe usability issues. People tend to lend their ear to those who argue the loudest. Get to know your users to separate the "loud" issues from the important ones. It takes experience to do this, and sometimes you will make wrong decisions, but there is no perfect way, only one of steady improvement.
If you can, set aside a certain amount of usability development resources for the rollout phase of your software. Usability issues will arise when people start working with it in a real production environment. Sometimes it is not important to present the perfect software, but to solve issues quickly as they arise.
The flippant (yet somewhat accurate) answer to how to think like a user is put a knitting needle in your ear and push really hard.
The longer response is that we as programmers are not normal and I mean that in a good way. I scratch my head at the number of people who still run executables they receive from strangers in emails and then wonder how their computer got infected.
Any group of people will in time develop their own jargon, conventions, practices and expectations. As a programmer you will expect different things from an operating system than Joe User will. This is natural, to be expected yet hard to work around.
It's also why BAs (business analysts) exist. They typically come from a business or testing background and don't think like programmers. They are your link to the users.
Really though, you should be talking to your users. There's no poitn debating what users do. Just drag a few in and see what they do.
A usability test group will help.. tests not focused on discovering bugs, but on the learning curve of the new design, made by a group of users, not programmers.
I treat all users like malicious idiots.
Malicious because I assume all users are going to try and break my code, do stuff that is not allowed, avoid typing in valid data, and will do anything in their power to make my life hell.
Idiots because again I can't assume they will understand simple stuff like phone formats, will run away screaming if presented to many choices, and will not make any leap of faith on complicated instructions. The goal is to hold their hand the entire way.
At the same time, its important to make sure the user doesn't realize you think they're an idiot.
To think like a user, be one. But are these actually bugs that your testers are reporting? Or are they "enhancement requests"? If the software behaves as designed per requirements and they just don't like the way it operates, that's not a bug. That's a failure of requirements and design. Make it work, make it rock solid, make it easy to change and you'll be able to make it what your users want.
I see some good suggestions here, especially observing people trying to use you app. One thing I would suggest is to look at the order in which things are presented to the user on paper forms (if they use these to do data entry from) and make the final data entry page mimic that order as closely as possible. So many data entry errors (and loss of data entry speed) are from them having to jump around on the page and losing their place. I did some work for a political campaign this year and in every case, entering data was made much more difficult because the computer screen did things in a differnt order than the paper inputs. This is particularly important if the form is one that can't be changed (like a voter registration form, a campaign has to use what the state provides) to match the computer screen. ALso be consistent from screen to screen if possible. If it is first Name last name on one form, making it last name first name on the next will confuse people and guanteee data entry errors.
If you are truly interested in understanding users though I strongly suggest taking a course in Human factors engineering. It is an enlightening experience.
The 'right' way to do this is to prototype (or mock up) your new interface features, and watch your users try to use them. Nothing is as enlightening as seeing a real user try to use a new feature.
Unfortunately, given most projects time and resources, this is not possible. If that is the position you are in I would recommend you discuss in the team who has the best grasp of usability, and then make them responsible for usability decisions - but that person will need to regularly consult real users to make sure his/her ideas are consistent with what the users want.
I'd suggest doing some form of usability testing; I've participated in such in the past, and found them quite useful.
If you were writing a ticketing system, for example, bring up tasks, and ask questions like "how would you update this ticket" or "what do you expect to happen if this button is clicked".
You don't necessarily need a full application, either, in some places screen shots can be used.
You could take the TDD/BDD approach and get the users involved before beta, having them work with you on refining requirements as you write your unit tests. We're beginning to incorporate some of those trends into our current project, and we're seeing fewer bugs in the areas where we have involved the users earlier.
There is no "think like a user" technique, get your hands on someone who knows nothing of the project and throw what you have done at them.
It's the only way to see how the look + feel + functionality present themselves to the end user.
Once you shocked that person who knew nothing of the product, listen to all of their idiotic (or so you think they are) complaints, fix them, arrange every silly cosmetic thing they point out (either by fixing the UI or by improving whichever documentation you had)..
and after you have satisfied the person you chose to look at your app from zero knowledge on the subject first round, pick another ...and another... until they stop being shocked when they see it, and they don't get stuck on.. "ok.. what does this do?" kind of phases.
You (as a member of the project, be it the project manager, developer, etc) will never think like a user is my answer to that question.
Old saying: You can make something "fool proof" but you can't make it "Damn-fool proof".
Additionally: When you make something "idiot proof" the world invents a better idiot.
Other than that, I agree with what everyone else said.
Ask someone with absolutely no knowledge, insight or programming experience to use the program and try to figure out every function of the program.
People who would NEVER use such a program are most likely to find bugs.
See it as a new Safari user (or FF) who tries to put the URL inside the search field...
As a programmer you guess no-one would be that stupid (or, well.. unknowing), but people actually sometimes find themselves in these situations. As a programmer, we miss these things.
Of all the forms of CAPTCHA available, which one is the "least crackable" while remaining fairly human readable?
I believe that CAPTCHA is dying. If someone really wants to break it, it will be broken. I read (somewhere, don't remember where) about a site that gave you free porn in exchange for answering CAPTCHAs to they can be rendered obsolete by bots. So, why bother?
Anyone who really wants to break this padlock can use a pair of bolt cutters, so why bother with the lock?
Anyone who really wants to steal this car can drive up with a tow truck, so why bother locking my car?
Anyone who really wants to open this safe can cut it open with an oxyacetylene torch, so why bother putting things in the safe?
Because using the padlock, locking your car, putting valuables in a safe, and using a CAPTCHA weeds out a large spectrum of relatively unsophisticated or unmotivated attackers. The fact that it doesn't stop sophisticated, highly motivated attackers doesn't mean that it doesn't work at all. Using a CAPTCHA isn't going to stop all spammers, but it's going to tremendously reduce the amount that requires filtering or manual intervention.
Heck look at the lame CAPTCHA that Jeff uses on his blog. Even a wimpy barrier like that still provides a lot of protection.
I agree with Thomas. Captcha is on its way out. But if you must use it, reCAPTCHA is a pretty good provider with a simple API.
I believe that CAPTCHA is dying. If someone really wants to break it, it will be broken. I read (somewhere, don't remember where) about a site that gave you free porn in exchange for answering CAPTCHAs to they can be rendered obsolete by bots. So, why bother?
If you're a small enough site, no one would bother.
If you're still looking for a CAPTCHA, I like tEABAG_3D by the OCR Research Team. It's complicated to break and uses your 3D vision. Plus, it being developed by people who break CAPTCHAs for fun.
If you're just looking for a captcha to prevent spammers from bombing your blog, the best option is something simple but unique. For example, ask to write the word "Cat" into a box. The advantage of this is that no targeted captcha-breaker was developed for this solution, and your small blog isn't important enough for someone to actually develop one. I've used such a captcha on my blog with some success for a couple of years now.
This information is hard to really know because I believe a CAPTCHA gets broken long before anybody knows about it. There is economic incentive for those that break them to keep it quiet.
I used to work with a guy whose job revolved mostly around breaking CAPTCHA's and I can tell you the one giving them fits currently is reCAPTCHA.
Now, does that mean it will forever, call me skeptical.
I wonder if a CAPTCHA mechanism that uses collage made of pictures and asks human to type what he sees in the collage image will be much more crack-proof than the text and number image one. Imagine that the mechanism stitches pictures of cat, cup and car into a collage image and expects human visitor to tick (checkboxes) cat, cup, and car. How long do you think will hackers and crackers will come up with an algorithm to crack the mechanism (i.e. extract image elements from the collage and recognize the object depicted by each picture) ...
If you wanted you could try out the Microsoft Research project Asirra: http://research.microsoft.com/asirra/
CAPTCHAS, I believe should start being considered heavily when designing the UX. They're slow, cumbersome, and a very poor user experience. They are useful, don't get me wrong but perhaps you should look into designing a honeypot.
A honeypot is created by adding a hiddenfield at the bottom of the form. Because spam bots will fill in all the fields on the page blindly you can do a check:
If honeypotfield <> Empty Then
"No Spam TY"
Else
//Proceed with the form
End If
This works until there is a specifically designed spambot for your site, so they can choose to fill out selected input fields.
For more information: http://haacked.com/archive/2007/09/11/honeypot-captcha.aspx/
As far as I know, the Google's one is the best that there is. It hasn't been broken by computer programs yet. What I know that the crackers have been doing is to copy the image and then send it to many phishing websites where humans solve them to enter those websites.
It doesn't matter if captchas are broken or not now -- there are Indian firms that do nothing but process captchas. I'm with the rest of the group in saying that Captchas are on their way out.
Here is a cool link to create CAPTCHA..... http://www.codeproject.com/aspnet/CaptchaImage.asp
Just.. don't.. There are several reasons use of captcha is not advised.
http://www.interfacegeek.com/dont-ever-use-captchas/
I use uniqpin.com - it's easy to use and not annoying for users. So, bots can recognise a text, but can't recognize a image.
Death by Captcha can solve any Regular CAPTCHA (incude reCAPTCHA), but not Speedcoin Cryptocurrency Captcha.
Death by Captcha - http://deathbycaptcha.com
Speedcoin Captcha - http://speedcoin.co/info/captcha/Speedcoin_Captcha.html