What Happens to My Report? Part 3: Refinement

Thousands of users work with our software daily. Generally, this occurs without many issues. However, occasionally, unexpected or undesired outcomes from certain actions can create obstacles in your work. In such cases, you can report your issue to us. How do we handle this report? In four parts, we take you through the journey your report takes within MKG. In part 3: the refinement of a report, or the assessment by the Development department.

Refinement

Once the report has been categorized and elaborated, an assessment is conducted by the Development department. In this refinement, the report is supplemented with the expected impact (in hours), possible risk, and a technical solution direction. Subsequently, the report is promoted to a new change or, if it already exists, linked to an existing change with the same subject. After all, the same report can be submitted by different customers. Based on the urgency, it is determined how quickly the change will be addressed. Generally, there are three possible choices.

Showstoppers

Critical errors will, by definition, be addressed immediately, regardless of the version planning. These changes will also be released as soon as possible through a patch.

Requests that fit in the current version

Requests and error resolutions that are not urgent but fit into the current version based on planning, priority, impact, and risk, are addressed in the current version. In principle, a new version is rolled out every five weeks.


Requests that do not fit in the current version

Requests and error resolutions that are not urgent and do not fit into the current version are placed in the so-called product backlog and will be scheduled in a later version based on priority.

The Development department works according to the scrum model. What this means and the implications of this way of working for the follow-up of reports will be explained in more detail in one of the upcoming newsletters.