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Phase II installation bugs: Handling of bugs

'GIS have been very good all along, extremely willing to sort out our problems, ... They've always sorted out everything as quickly as possible. We're supposed to have been reporting our problems to Keith, ... all our problems should be logged by him, and passed on to GIS ... That in itself can cause problems in as much as it's very difficult to explain some of these problems first hand to somebody without them seeing it on the screen. Many of the problems we've encountered, GIS have not been able to recreate at their end, ... whether it's problems purely with the machinery we've got here, with our server or God knows what else. They can't always recreate errors which means we have to try and manually describe what it is that has gone wrong and if you've then got to pass that through one person and they've got to pass it on to another, it's like a case of Chinese whispers. So his interpretation of what the problem actually involves ... that being said it was certainly needed to have some central record point to have problems reported otherwise GIS will be inundated by the same problems reported ... by different people rather ... '

X040 page 003.07a (tape 02.1.08a) Lucy Notes/Tape 09/06/94

Social influence: Organisation: Systems
Technical influence: Tasks: Maintenance


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