As testing is executed by the Applause Community, the testers will be submitting issues when encountered. The triage process ensures issues are documented at the right level of detail that will allow your teams to attend, prioritize and ultimately fix them. “Good” issues are approved, “bad” or irrelevant issues are rejected, questionable issues are returned to the testers for clarifications, and so on until all issues are triaged.
For the most part, your TTL will be reviewing the submitted issue first, and provide you with their triage recommendation. This integral step in the Applause crowdtesting model is aimed to reduce the “noise” and ultimately make your work more efficient. by working with the testers on perfecting the issue reports, ensuring issues are reproducible and revisiting assigned severity level. The TTL recommendations are, indeed, recommendations, and you are able to rule them out as you see fit. Such disagreements, obviously, only introduce more “noise” to the process, and it is thus important to revisit them when they occur as a great opportunity for improvement.
Here are a few directions to further investigate disagreements with your TTL’s recommendations:
- How clear are the release notes provided to the Applause team in describing how the product and/or new functionality will be used by the end users? Value, severity and relevancy of issues might be subjective at times, and members of your Applause team need to understand what you care about.
- Can the list of known issues provided to the Applause team be improved (or updated) to better reflect all issues your team is already aware of? When you reject the issues approved by the TTL it often means they were unaware of previously-found issues you already prioritized.
- Was there a recent change in personnel – specifically in the interface between you and the Applause team – that may have resulted with lost knowledge about the triage process and/or bring different subjective views on what are relevant issues? Changes are inevitable, yet documentation and knowledge transfer are key to ongoing success.
Whatever the issue, you are advised to collaborate with your Applause team to further troubleshoot the causes for frequent disagreements with your TTL recommendations, and identify improvement opportunities in your processes and testing strategy.