To make it easier for the client to get additional information from Testlio on a particular issue report, Testlio integration supports @-mentions feature. Namely, the customer can mention Testlio in the issue report, which will trigger an automatic notification system to the corresponding Engagement Manager and also to the particular tester who created this issue report.

When are these notifications used?

It really depends on the client when such a mention is triggered, but usually, it means that some important information is still required for the issue report.

Some customers use this option to notify Testlio about a general matter - e.g. that this particular issue is actually by design.

What happens from the Tester’s and QA Engagement Manager’s point of view when @-mention is triggered?

Once an @-mention is added to some issue as a comment, the issue reporter will automatically get a task assigned.

QA Engagement Manager of the project will get an email notification, saying that @-mention was used by the client.

What should be the next steps from the Tester’s point of view?

Depending on the project workflow, there are several ways the task should be dealt with:

  1. If it’s a simple question from the client or client referred to some details missing in your issue report, please go ahead, and answer the client’s question in the issue’s comment;
  2. If a client requested an extra test in a comment, please confirm the need for such testing first with the project's Testing Manager or Engagement Manager. In this case, separate working time will be approved for you.
  3. In any other scenario, please contact an Engagement Manager or a Testing Manager.

Additional things to keep in mind as a Tester:

  1. Please NEVER leave a comment, that doesn’t answer the client’s question or request.
           a) In such case please rather contact the Engagement Manager or the Testing Manager
           b) Examples of comments that don’t bring value are: “I don’t have a device”,  “I’m on vacation and can’t do this task now”, etc.
  2. It might happen that the Engagement Manager already handled the issue before you. This means that you will not see the task on the platform and you do not need to do any follow-up actions despite the fact that you did receive a new task notification.

In case of any questions, you can always turn to the project Testing Manager or Engagement Manager. 

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