Can IBM Rational Focal Point be used for production support?
For example, here is a scenario: a tester or any stakeholder raises a production support incident in this tool when an issue is found with software they are working on. As soon as the issue is raised, the development team is notified about the issue through e-Mail/some other means. Similarly, once the issue is fixed, the stakeholder who had raised the issue is made aware. Does this tool facilitate the entire production support cycle? If so, how is it done? Thanks!
Yes, Focal Point can do it very easily. The issue is raised by entering a new issue/bug. Focal Point can notify via email SMPT and it can show up on the development team dashboard whenever the development team members are logged into Focal Point. It can be managed by a status flag that triggers a workflow engine from inception to closing as well as many others things throughout the life cycle management process.