Restoring a normal service operation and minimizing impact on business operations is the work of incident management. The process of incident management ensures that incidents (actual result is different from the expected result) are tracked. The task of test engineers involved in the project is to record and classify the incidents for further investigation.

Incidents are raised on incident reports which have the following objectives:

• To provide developers feedback on the problem to enable identification, isolation and correction as necessary.
• To provide test leader with a means of tracking the quality of the system under test and the progress of testing (number of incidents, their status).
• To provide ideas for test process improvement.

Incident Report

It must contain the following:

1. Identifier.
2. Summary. A summary of incident, detailing where expected and actual results differ, identifying at a high level the items that are affected, and the steps leading up to the recognition of the incident.
3. Description. A detailed description of the incident includes: inputs, expected results, actual results, anomalies if any, date and time, procedure step, environment, attempts to repeat, tester’s comments, information regarding possible causes and solutions.
4. Impact on progress (if known).

Regards,

Softheme team

See also:
Softheme Approach to Testing Web Projects
Controlling the Test Progress
Softheme Software Testing Approach

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