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Thursday, June 26, 2008

Workaround - Best Practices

I find myself in a lot of situations to provide a "workaround"

Few quick properties of workarounds:

Workaround generally leaves the root cause not attended. A conscious effort required to get the development identify and fix the root cause of the problem.

Workaround generally forgotten in the documentation and would lead to an unknown problem at a future time. (In most cases another workaround nullifying the original workaround is suggested)

so,

Document the workaround, possible root cause and follow the "process" to get the original problem identified and fixed in the base product. also,

clearly communicate to the customer and make sure they mention the workaround when logging a new related problem (or bug) against the product in future.

Otherwise, customer will have "workarounds", the support team a "nightmare" and the product "a lot of bugs"
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