What Happens to My Report? Part 2: Elaboration

Thousands of users work with our software daily. Generally, this occurs without many issues. However, occasionally unexpected or undesirable results from certain actions can create obstacles in your work. In such cases, you can report your problem to us. How do we handle this report? In four parts, we guide you through the path your report takes within MKG. In part 2: the elaboration of a report.

Reports for Development

Reports forwarded to the Development department are categorized in advance into several categories that are handled in different ways, by different people, and with different lead times. We highlight a few of them here.

Incorrect Software Operation

A customer or colleague can report unexpected behavior in MKG. This report is elaborated with a step-by-step plan, which allows the erroneous situation to be reproduced. During this elaboration, it is examined whether it concerns a recent change in the software's operation. This affects the priority a report receives. Based on the provided step-by-step plan, the Development department then resolves the error situation. This plan is later used by the testing department to test this solution. If possible, a temporary workaround is offered so that the customer can continue their work.


Requests for New Functionality

If a customer or colleague desires a modification or new functionality, a user story is created, based on three questions: who, what, and why? The 'why' question is particularly important for the design of a software modification. It may also be that an alternative method is offered to the requester, where the same result can be achieved with the current functionality. Customers transitioning from MKG004 to MKG5 sometimes miss certain functionalities. These missing functionalities are described, and where possible, alternatives are also offered here, allowing a customer to (temporarily) achieve the desired result.