Support Guidelines

Software Development Methodology

This section outlines the Talman software development methodology for ensuring the WoolPak system changes are high quality and reliable.

This process has been refined over the years to ensure clients are receiving timely releases of high quality. It will continue to be refined.

The process is used for our wool products including WoolBroker, WoolBuyer and PrivateBuyer.

1. Support call / logging 

  1. Clients call or email Talman Support and make a support request
  2. Support logs a support request (SR#) in the Talman Call Centre system (TalmanCC)
    1. Clients are advised of the SR# within a couple of hours of lodging the request
    2. Support staff investigate the queries raised (often requiring hours or even days of investigation and analysis).
    3. The best course of action is advised to the client, this may involve a software modification
  3. If required, a software modification request (Mod) is raised in the TalmanCC system

2. Approval/allocation

  1. The logged modification gets assigned to a planned release number based on the priority of the logged Mod.
  2. The logged modification goes through an approval process
    1. If a database modification is required, it goes through the database expert before approval
    2. If class level modifications are required, it goes through software architect before approval
    3. If wool industry related modification is required, it goes through wool experts before approval
  3. After approval, MODs are assigned to a suitable programmer based on the urgency of the requirement (Super urgent / Urgent / Normal etc)

3. Analysis / programming 

  1. Mods are assigned to the programmers by the supervisor based on priority and given a required by date.
  2. The programmer works on the modification and when completed the changes, does the first level of testing.
  3. The MOD is then assigned to support for the second level of testing

4. Testing / QA 

  1. Second level of testing is performed by the support member who wrote the mod.
  2. Once the mod has been tested it is set to TESTED-OK. At this stage it may be given to the client for customer testing.  This is recorded in the TalmanCC system.
  3. The last stage of testing is done by the Quality Assurance Staff Member. The program is tested for the current changes, plus run through various other processes to ensure all is working to requirements.
  4. Once through the testing process, the programmer sets it to complete and it is available for release

5. Software distribution 

  1. The completed modification is checked for
    1. Dependencies of classes / programs
    2. Database changes
  2. Completed modifications are consolidated into patch / release as per the scheduled time frames
  3. A patch / release installer is built
  4. The installer package is tested by QA
  5. The release notes are built for the patch / release
  6. The update installer along with the release notes is updated to the Talman website along with all the installation notes
  7. Distribution consultant / Support staff will call clients and schedule the dates for patch release to
    1. The test environment for trial purpose (if test environment available)
    2. The live environment
  8. Alternatively, for Non-ASP Clients the release can automatically be downloaded and installed on click of a button, i.e we have a new Check for WoolPak Updates / Auto update feature integrated into our system, for detailed information on installing and using this feature check the following link: Auto update (* requires login)