The team has always used some form of issue tracking and configuration management tool - currently, we are using JIRA to track and manage features, releases, changes and bugs.
This tool has allowed the team to be able to refer back to releases or issues and confidently answer questions posed by the client. If used properly, it represents a key informational cog in the wheel of project and configuration management.
Like many information sources though, it is only as good as the information going into it. Therefore, it is vital to enforce mandatory data requirements to assist in efficient issue resolution.
All of the above are of heightened importance in a distributed project environment due to the ambiguity of informal requirement communication such as email and instant messaging.
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