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Software Testing Policy and Feature Request Support Framework for the Virtual Reception and Placement (VR&P) Project

  • Updated

1. Purpose

This document establishes the Software Testing Policy and Feature Request Support Framework for the Virtual Reception and Placement (VR&P) Project. It aims to ensure the delivery of high-quality software solutions by defining clear processes for handling routine technical support, designated support requests, and feature requests.

2. Scope

This policy applies to all software components and related activities within the VR&P Project, including but not limited to:

  • Zendesk Administration:
    • Management of forms and automation.
    • Handling technical support and feature request tickets.
    • Management of groups, user account management, permissions schemas, etc.
  • Custom Applications:
    • VR&P Assistant App
    • ETO Integration
    • M&E Dashboard
    • Disbursement Report Generator
    • Other related codebases
  • Help Center Website:
    • Custom form processing logic.
    • Automation connecting with Zendesk forms via triggers and Requests API.
    • Help Center front-end development using HTML, Handlebars, JavaScript, CSS.

3. Roles and Responsibilities

3.1. Developer (1)

  • Responsibilities:
    • Develop and maintain custom applications and the Help Center website.
    • Implement new features and enhancements based on approved feature requests.
    • Write and execute test cases for new and existing functionalities.
    • Fix bugs and issues reported through Zendesk.
    • Ensure code quality and adherence to best practices.

3.2. Technical Project Administrator/Zendesk Admin (1)

  • Responsibilities:
    • Manage the Zendesk instance, including forms, automations, and workflows.
    • Monitor and triage both routine tech support and designated support requests.
    • Categorize, prioritize, and assign tickets appropriately.
    • Assist in documentation and knowledge base updates.
    • Facilitate communication between the Developer and stakeholders.

3.3. Product Manager (Part-Time, 10%)

  • Responsibilities:
    • Oversee the product vision and ensure alignment with user needs
    • Participate in weekly calls to review and prioritize the roadmap/wishlist
    • Backstopping technical and programmatic support needs

3.4. VRP Program Team

  • Responsibilities:
    • Submit designated support requests and feature requests through Zendesk.
    • Act as touchpoints for feature requests, involved in testing and answering questions.
    • Approve testing scenarios related to feature requests.
    • Participate in red-teaming alongside the Developer or Technical Admin.
    • Collaborate with the Product Manager during UAT and approval for publishing changes.

4. Feature Request and Support Framework

This framework delineates the processes for managing Routine Tech Support Requests, Designated Support Requests, and Feature Requests within the VR&P Project. Given the current team structure, it ensures that each type of request is assigned with sufficiently clear conditions of satisfaction and testing scenarios.

4.1. Ticket Management in Zendesk

4.1.1. Ticket Types

  1. Routine Tech Support Requests
    • Origin: All system users.
    • Includes:
      • Account management issues.
      • Bug reporting.
      • Other routine support needs (e.g., password resets, access issues).
    • Characteristics:
      • Typically straightforward and can be resolved quickly.
      • Do not require detailed testing scenarios.
      • Actioned immediately without the need for further review.
    • Examples:
      • Deleting a duplicate ticket
      • Adding a user profile
      • Updating text in a templated message or in dynamic content
  2. Designated Support Requests
    • Origin: Only through designated members of the VRP program team.
    • Includes:
      • Higher priority issues.
      • Program-specific support needs.
      • Complex problems that may require coordination with multiple stakeholders.
    • Characteristics:
      • It may require additional review and prioritization.
      • Handled with greater attention to ensure alignment with program objectives.
    • Examples:
      • Updates to views
      • Updates to group settings
      • Updates to forms
  3. Feature Requests
    • Origin: Primarily through designated members of the VRP program team.
    • Includes:
      • Suggestions for new functionalities.
      • Enhancements to existing features.
      • Significant improvements that add value to the system.
    • Characteristics:
      • Require detailed information, including testing scenarios.
      • Must undergo a formal approval process before it can be submitted and assigned to developers
    • Examples: 
      • ETO integration
      • Any updates on the help center

4.1.2. Ticket Workflow

  1. Submission:
    • Routine Tech Support Requests:
      • Submitted by any system user via Zendesk.
    • Designated Support Requests and Feature Requests:
      • Submitted exclusively by designated VRP program team members via Zendesk.
  2. Prioritization:
    • Routine Tech Support Requests:
      • Prioritized based on severity:
        • Critical: Issues causing system outages or significant functionality loss.
        • High: Significant functionality issues.
        • Medium: Most routine support requests.
        • Low: Minor issues or cosmetic bugs.
    • Designated Support Requests:
      • Prioritized based on impact and urgency specific to VRP program needs.
    • Feature Requests:
      • Reviewed for completeness and business value.
      • Prioritized based on strategic alignment and resource availability.
  3. Assignment:
    • Routine Tech Support Requests and Designated Support Requests:
      • Assigned directly to the admin or Developer for resolution.
    • Feature Requests:
      • Await approval by the VRP program team and product manager before assignment.
  4. Development & Resolution:
    • Routine Tech Support Requests:
      • Developer addresses and resolves issues promptly.
      • No additional testing scenarios required.
    • Designated Support Requests:
      • Developer works on resolving issues with appropriate priority.
      • Conducts UAT with the relevant designated VRP touchpoint
    • Feature Requests:
      • Developer implements features only after approval and ensuring readiness (i.e., completion of other outstanding tasks).
  5. Testing:
    • Routine Tech Support Requests:
      • Minimal testing to verify resolution.
      • Typically do not require formal testing scenarios.
    • Designated Support Requests:
      • Conduct appropriate testing based on the nature of the support request.
    • Feature Requests:
      • Comprehensive testing based on submitted testing scenarios.
      • Involves specific VRP program team tasks and collaboration with assigned developers or admins for red-teaming.
  6. Closure:
    • Once validated, tickets are marked as resolved and closed in Zendesk.
  •  

4.3. Feature Request Submission Process

  1. Submission:
    • Designated VRP program team members submit feature requests via Zendesk.
    • Each feature request must include:
      • Feature Description: Clear and concise explanation of the desired feature.
      • Business Justification: Reason why the feature is needed and its expected impact.
      • Testing Scenarios: Specific scenarios to validate the feature’s functionality.
      • Priority Level: Suggested priority based on business value.
      • Designated Approver: Member of VRP who will assist with UAT and clarification for devs
  2. Review and Approval:
    • The VRP program team reviews feature requests for:
      • Completeness of submitted information.
      • Alignment with project goals and strategic objectives.
  3. Roadmap Maintenance:
    • The VRP program team maintains a living roadmap/wishlist of approved feature requests.
    • This should be managed by the VR&P program team
    • The roadmap is reviewed and prioritized during weekly team calls
    • Feature requests from the roadmap are submitted to the tech team from the program team
  4. Prioritization and Scheduling:
    • Weekly Calls:
      • Review the roadmap/wishlist.
      • Prioritize feature requests based on current project priorities and resource availability.
      • Ensure that feature requests are only moved to the "Ready for Development" queue when:
        • They are a high priority.
        • All outstanding higher-priority tasks are completed.
        • They are fully detailed and ready for implementation.
    • Issue specific-calls: The assigned tech and program team touchpoint (will be responsible for scheduling calls to review and conduct UAT as necessary)
  5. Development Readiness:
    • Developer ensures readiness by:
      • Completing other outstanding tasks.
      • Reviewing the feature request and associated testing scenarios.
      • Preparing the development environment for implementation.
  6. Implementation:
    • Developer implements the feature according to specifications.
    • Adheres to coding standards and best practices.
    • Utilizes version control to manage code changes when appropriate.
  7. Testing:
    • Developer executes the testing scenarios included in the feature request.
    • Collaborates with designated VRP program team members for red-teaming and additional testing as needed.
    • Ensures all testing scenarios are covered and defects are addressed.
  8. User Acceptance Testing (UAT):
    • Developer or Technical Project Administrator/Zendesk Admin conducts UAT in coordination with the VRP program team touchpoint.
    • Collects and documents feedback from UAT participants.
    • Works with the Developer to make necessary adjustments based on feedback.
  9. Deployment and Closure:
    • Upon successful testing and UAT, the VRP program team touchpoint and Product Manager approve publishing.
    • The change is pushed to the production environment.
    • Technical Project Administrator/Zendesk Admin or Developer marks the feature request as resolved and closes the ticket in Zendesk.
    • Updates the roadmap/wishlist to reflect the completed feature.

4.4. Support Request Management

4.4.1. Routine Tech Support Requests

  • Submission:
    • Any system user can submit a routine tech support request via Zendesk.
  • Triage:
    • Technical Project Administrator/Zendesk Admin categorizes and prioritizes the ticket based on severity.
  • Resolution:
    • Developer addresses and resolves the issue promptly.
    • Minimal testing is performed to verify the resolution.
  • Closure:
    • After successful resolution, the ticket is marked as resolved and closed in Zendesk.

4.4.2. Designated Support Requests

  • Submission:
    • Only designated VRP program team members can submit designated support requests via Zendesk.
  • Triage:
    • Technical Project Administrator/Zendesk Admin categorizes and prioritizes based on impact and urgency.
  • Resolution:
    • Developer addresses the issue with appropriate priority.
    • Comprehensive testing is conducted as needed.
  • Closure:
    • Upon successful resolution and verification, the ticket is marked as resolved and closed in Zendesk.

4.5. Feature Request Requirements

All Feature Requests must adhere to the following requirements to ensure they are actionable and aligned with project goals:

  1. Comprehensive Information:
    • Feature Description: Provide a clear and detailed explanation of the desired feature.
    • Business Justification: Explain the need for the feature and its expected benefits.
    • Testing Scenarios: Include specific scenarios that outline how the feature will be tested to ensure functionality and integration.
    • Priority Level: Suggest a priority level based on business value and urgency.
  2. Approval by VRP Program Team:
    • Feature Requests must be reviewed and approved by the VRP Program Team before any development begins.
    • The VRP Program Team ensures that the feature aligns with the overall project roadmap and strategic objectives.
  3. Testing Scenarios:
    • Must be detailed and specific to validate the feature’s functionality.
    • Can include:
      • Specific VRP program team members involved in testing.
      • Collaboration with assigned developers or admins for red-teaming.
      • Scenarios that cover edge cases and potential user interactions.
    • Testing scenarios are mandatory for all feature requests to ensure thorough validation.
  4. Readiness for Development:
    • Feature requests should only be submitted when they are fully ready to be worked on.
    • Developer must have completed any outstanding tasks to ensure focus and resource availability for new feature development.
  5. Documentation:
    • All approved feature requests should be documented in the project's roadmap/wishlist.
    • Include detailed notes on the feature’s purpose, expected outcomes, and testing procedures.

4.6. Maintenance of Roadmap/Wishlist

  1. Long-Term Roadmap:
    • The VRP Program Team maintains a comprehensive roadmap/wishlist for all approved feature requests.
    • The roadmap serves as a strategic guide for future development and prioritization.
  2. Weekly Prioritization Calls:
    • Conduct weekly calls with the team to review and prioritize feature requests.
    • Discuss the feasibility, resource allocation, and scheduling of upcoming features.
    • Describe progress on in-progress tasks.
    • Adjust priorities based on project progress, stakeholder feedback, and any new requirements.
  3. Review and Adjustment:
    • Regularly review the roadmap to ensure it remains aligned with project goals and user needs.
    • Update the roadmap based on feedback from prioritization calls and any changes in project scope or objectives.
  4. Transparency:
    • Ensure that all team members have access to the roadmap/wishlist.
    • Maintain transparency in prioritization decisions to foster collaboration and alignment.
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Feature Requests and Roadmap Management:

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Elevated Support Requests:

 

graphviz (2).svg

 

Routine Support Request:

graphviz (3).svg

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