QA Testing - After releasing the product, if clients/user find the bug, then what is the responsibility of QA/Te

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After releasing the product, if clients/user find the bug, then what is the responsibility of QA/Test engineer and How to handle the situation.

Total Answers and Comments: 7

Last Update: December 27, 2009 Asked by: Jaykay

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Submitted by: smart.test

though its normal that bugs will occur even after release, if the bug has high severity the testing team will be targeted for that for not doing testing thoroughly.

in such cases, the testing team has to make sure whether the particular scenario of the bug has been covered or not in their test cases and also the environment in which the bug has been reported is considered or not while doing testing.

because the bug after release, will have a legal value depending on the terms and conditions between the client and the company, the testing team has to make sure the bug is not due to improper test coverage during testing cycle. the company can always go for bug-fixing depending on the contract terms.

Above answer was rated as good by the following members:
vk1978, anyash, Pawi_lp

December 12, 2007 01:44:09

Anshoo_Arora

Member Since: October 2007 Contribution: 384

RE: After releasing the product, if clients/user find the bug, then what is the responsibility of QA/Test engineer and How to handle the situation.

It "depends" on what company you work for and how they deal in such situations. There is no right or wrong answer for this. It also depends on the Severity of the bug and the functionality of the application it affects etc.

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December 21, 2007 04:54:09

ravikrishna2007

Member Since: December 2007 Contribution: 6

RE: After releasing the product, if clients/user find the bug, then what is the responsibility of QA/Test engineer and How to handle the situation.

Well- Based upon my experience normally post production Bugs are been treated in a different way. If the client has any budget after the product has gone live normally we perform Post production testing.

As said No product is BUG free. So its a iterative cycle.

Hope this answers ur query

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December 27, 2007 10:31:05

Pawi_lp

Member Since: December 2007 Contribution: 3

RE: After releasing the product, if clients/user find the bug, then what is the responsibility of QA/Test engineer and How to handle the situation.

Reproduce the bug. When a client calls he/she just says "The system collapsed when I did this" ... but the bugs are not that simple so the QA has to reproduce the bug find and report it so the developers can fix them easily.

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March 25, 2008 07:18:27

smart.test

Member Since: March 2008 Contribution: 1

RE: After releasing the product, if clients/user find the bug, then what is the responsibility of QA/Test engineer and How to handle the situation.

though its normal that bugs will occur even after release if the bug has high severity the testing team will be targeted for that for not doing testing thoroughly.

in such cases the testing team has to make sure whether the particular scenario of the bug has been covered or not in their test cases and also the environment in which the bug has been reported is considered or not while doing testing.

because the bug after release will have a legal value depending on the terms and conditions between the client and the company the testing team has to make sure the bug is not due to improper test coverage during testing cycle. the company can always go for bug-fixing depending on the contract terms.

Is this answer useful? Yes | No

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Overall Rating: +1

September 25, 2009 07:21:20

mathan_vel

Member Since: December 2007 Contribution: 476

RE: After releasing the product, if clients/user find the bug, then what is the responsibility of QA/Test engineer and How to handle the situation.

No need to blame who missed the bug. Let it be fix first after that it should be discussed in the Team meeting. Try out the steps again and execute the bug and check that the same Test case already exists and check for the result. Here we should notable the Test Environment. If the Testing Environment and Client environment is differ means Testers is not responsible for that. If it is Tester mistake means it should be avoid on further builds.

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December 22, 2009 22:00:01

kurtz182

Member Since: November 2009 Contribution: 857

RE: After releasing the product, if clients/user find the bug, then what is the responsibility of QA/Test engineer and How to handle the situation.

As mathan_vel states in a previous response to this question there is no need to point fingers and place blame. We all make mistakes and it is best to focus energy on recovery than to try to find a scapegoat.

It is the responsibility of the test team to find the source of the issue (this part is true) and to take measures to ensure it doesn't happen again. For example if the problem was caused by differences between the test and production environments the test team should attempt to bring the test environment in alignment with production in order for the issue to be adequately tested. Here are a few possible causes (not an exhaustive list):

1) Requirements were not accurate and test cases were written to pass something that should have failed.

2) Requirements were not complete and test cases did not include something that should have been tested.

2) Requirements were misinterpreted because they were written unclearly or the tester simply misunderstood them.

3) Tester didn't author test case(s) accurately or completely and therefore botched or missed some steps when testing the problematic functionality.

4) Tester was in a hurry during test execution and rushed through the test case missing some important step(s) that would have uncovered a defect.

5) The test environment is not the same as production and this defect slipped through the cracks due to these differences.

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December 23, 2009 09:03:27

Pawi_lp

Member Since: December 2007 Contribution: 3

RE: After releasing the product, if clients/user find the bug, then what is the responsibility of QA/Test engineer and How to handle the situation.

This kind of issues should help us the testers to see how did they find the bug? Why my team didn't find it? Then as a team leader or project manager you should analyze why quality assurance didn't find it and improve those areas; it might be because a non covered environment or becuase testers focus on testing that there are no errors in a process but don't test it as it the final users will do I mean sometimes testers don't know the business logic. The reason you find has to help you to improve the process so it doesn't happen again in the future because if it does then someone should be warned.

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