A while ago I wrote about a few problems we were having with the way our issue tracker was misused and concluded that the tools we use have a crucial role in directing our behavior towards good or bad behavior patterns.
One of the major pain points I mentioned was linked to the many duplicate issues we were seeing and listed one possible solution to reduce the number of duplicate issues that were being raised. After reading my post, my friend Mattia came to me saying “Good point, why don’t we just build it?“. Well, we did.
While issue trackers originate as tools to manage projects more effectively, during the last years of work I have been through some situations where their misuse backfired.
Tools originally conceived to improve workflows and project lifecycle became a significant burden for the team using them, occasionally making difficult situations even worse.
This post is a collection of bad patterns I have seen happening. It is not a survey of all the possible situations that can occur. It is not meant to be an argument against issue trackers (if it tells anything, it will probably be about the teams I was part of), but rather an overview of things that went wrong because of the way a particular team used those systems.
In retrospective, most of the problems were due to a lack of discipline and experience of the project teams, and they are less frequent – if present – in a team of seasoned professionals. But, while training and education can certainly help, I would love to consider a different aspect: the issue tracking systems were not helping as they could have.
Here is a summary of the most common and annoying problems I encountered
The issue tracking system is misused: Lots of issues are duplicates The system imposes over-engineered processes Bug reports do not include enough information The way priorities are managed is broken I would love to build on top of each negative experience, with a constructive attitude, by exploring how a better designed system could induce a better behavior.