Bug Process

Overview of the Bug Review and Resolution Process

After submitting an issue to Bamboo Solutions support, a series of steps will be initiated.

• Bamboo Support will attempt to replicate the issue 
• Bamboo Support will escalate the issue to the Product Owner
• Bamboo Support will provide the customer with a Bug Identification number of reference and the parent ticket will be closed.   Please reach out to [e-mail] at any time for a status with your Bug ID number
• The Product Owner will identify if it is a bug, feature enhancement, or known issue. 
• If the issue is going to be labeled as a bug it will be classified as a major or minor bug by the Product Owner( Major bugs are data integrity or outage bugs,  not usually UI related)
• Customers must be on active product support at the time of resolution in order to receive a new version of the product with the bug fix or enhancement.

Bugs

Major Bugs

Once an issue is classified as a Major Bug, it will be promptly assigned to a developer. The developer will then address the issue either in the upcoming release or as a hot fix, based on the severity of the bug as determined by Bamboo Solutions.  Major Bugs as determined by Bamboo Solutions do get priority and will be remediated as quickly as possible.  

Minor Bugs

The Product Owner conducts monthly reviews of each minor bug. Minor Bugs are addressed and incorporated into a product release when the product is scheduled for a development cycle. During this cycle, customers are informed about the progress of bug remediation. A resolution timeline is provided once development work commences. Once a new release becomes available, Bamboo Support proactively reaches out to all affected parties to notify them of the bug resolution.

Enhancement Requests

Enhancement Requests are customer-initiated requests that typically involve operations or features beyond the current product's usability scope. Once classified as an Enhancement Request, the Product Owner conducts monthly reviews of each request. These requests are addressed and integrated into a product release during scheduled development cycles. Throughout this process, customers are kept informed about the progress of their Enhancement Request, with a specific timeline provided once development begins. Upon the release of a new version, Bamboo Support proactively notifies all affected parties regarding the status of the Enhancement Request.

Known issues

Known issues refer to limitations of the product that cannot currently be resolved due to technological or logical constraints.

As a reminder, customers must be on active product support in order to download new product versions, regardless of any bug affecting their current version.