@@ -19,54 +19,55 @@ use-cases and start to flesh things out.
1919
2020Back to our domain expert:
2121
22- So when we've added a reported issue to the issue log, what happens next?
22+ _ So when we've added a reported issue to the issue log, what happens next?_
2323
24- Well we need to triage the problem and decide how urgent it is. Then we might
25- assign it to a particular engineer, or we might leave it on the queue to be
26- picked up by anyone.
24+ > Well we need to triage the problem and decide how urgent it is. Then we might
25+ > assign it to a particular engineer, or we might leave it on the queue to be
26+ > picked up by anyone.
2727
28- Wait , the queue? I thought you had an issue log, are they the same thing, or is
29- there a difference?
28+ _ Wait , the queue? I thought you had an issue log, are they the same thing, or is
29+ there a difference?_
3030
31- Oh, yes. The issue log is just a record of all the issues we have received, but
32- we work from the queue.
31+ > Oh, yes. The issue log is just a record of all the issues we have received, but
32+ > we work from the queue.
3333
34- I see, and how do things get into the queue?
34+ _ I see, and how do things get into the queue?_
3535
36- We triage the new items in the issue log to decide how urgent they are, and what
37- categories they should be in. When we know how to categorise them, and how
38- urgent they are, we treat the issues as a queue, and work through them in
39- priority order.
36+ > We triage the new items in the issue log to decide how urgent they are, and what
37+ > categories they should be in. When we know how to categorise them, and how
38+ > urgent they are, we treat the issues as a queue, and work through them in
39+ > priority order.
4040
41- This is because users always set things to "Extremely urgent"?
41+ _ This is because users always set things to "Extremely urgent"_ ?
4242
43- Yeah, it's just easier for us to triage the issues ourselves.
43+ > Yeah, it's just easier for us to triage the issues ourselves.
4444
45- And what does that actually mean, like, do you just read the ticket and say "oh,
46- this is 5 important, and it's in the broken mouse category"?
45+ _ And what does that actually mean, like, do you just read the ticket and say "oh,
46+ this is 5 important, and it's in the broken mouse category"?_
4747
48- Mmmm... more or less, sometimes we need to ask more questions from the user so
49- we'll email them, or call them. Most things are first-come, first-served, but
50- occasionally someone needs a fix before they can go to a meeting or something.
48+ > Mmmm... more or less, sometimes we need to ask more questions from the user so
49+ > we'll email them, or call them. Most things are first-come, first-served, but
50+ > occasionally someone needs a fix before they can go to a meeting or something.
5151
52- So you email the user to get more information, or you call them up, and then you
53- use that information to assess the priority of the issue - sorry triage the
52+ _ So you email the user to get more information, or you call them up, and then you
53+ use that information to assess the priority of the issue - sorry * triage* the
5454issue, and work out what category it should go in... what do the categories
55- achieve? Why categorise?
55+ achieve? Why categorise?_
5656
57- Partly for reporting, so we can see what stuff is taking up the most time, or if
58- there are clusters of similar problems on a particular batch of laptops for
59- example. Mostly because different engineers have different skills, like if you
60- have a problem with the Active Directory domain, then you should send that to
61- Barry, or if it's an Exchange problem, then George can sort it out, and Mike has
62- the equipment log so he can give you a temporary laptop and so on, and so on.
57+ > Partly for reporting, so we can see what stuff is taking up the most time, or if
58+ > there are clusters of similar problems on a particular batch of laptops for
59+ > example. Mostly because different engineers have different skills, like if you
60+ > have a problem with the Active Directory domain, then you should send that to
61+ > Barry, or if it's an Exchange problem, then George can sort it out, and Mike has
62+ > the equipment log so he can give you a temporary laptop and so on, and so on.
6363
64- Okay , and where do I find this "queue"?
64+ _ Okay , and where do I find this "queue"?_
6565
66- Your customer grins and gestures at the wall where a large whiteboard is covered
67- in post-its and stickers of different colours.
66+ > Your customer grins and gestures at the wall where a large whiteboard is covered
67+ > in post-its and stickers of different colours.
68+
69+ ## Mapping our requirements to our domain
6870
69- Mapping our requirements to our domain
7071How can we map these requirements back to our system? Looking back over our
7172notes with the domain expert, there's a few obvious verbs that we should use to
7273model our use cases. We can triage an issue, which means we prioritise and
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