Design and Implementation of an Automated Tool for Issue Tracking and Report Generation

Abstract

At Intel, Platform Application Engineering Team works on Intel Graphics Driver Validation. Every Employee needs to track all the Graphics Issues of their respective Customers on all the platforms like Ivy Bridge, Sandy Bridge, Haswell and also on Up-coming platforms like Broadwell, Sky Lake, etc. Hence, once a graphics issue is logged in internal database and the severity of the issue is determined, relative priority has to be assigned, followed by tracking the issue across various engineering teams to identify the root cause and solution. The developed web based tool provides a fast, user friendly and one stop point interface to employees to gauge the status of the customer issues, to follow up on next steps, and generate indicators and reports. This web based tool improves the productivity of employees by further automating customer support related activities. Due to very high confidentiality of the Database (HSD), all the security concerns are taken into consideration by creating the HSD API to securely login into the database and only allow authorised person within Intel to access the tool. Also, relevant tables are copied into local database and normalised accordingly so as to increase the speed to access the database to increase the overall efficiency of the Tool.