How is Prompt's development work handled?

Prompt Support Updated by Prompt Support

Development Process

We follow the Agile methodology for our development cycles. This is an iterative process of selecting pieces of work each cycle, and working through to completion and release. The Product Owner (Prompt Application Manager) decides what is the most important work for the developers to work on each cycle from the product backlog and the development team works on those items all the way to release.


How are bug tickets managed?

  1. Every bug is allocated a priority and added to the product backlog. You can view our priority matrix and SLA's here.
  2. The prioritised bugs are weighted for effort required during a planning meeting prior to the sprint commencing.
  3. Once the bug has been selected for resolution, it is worked on by the development team, checked via QA and then released on our standard release cycle.
  4. You are then notified that your bug has been resolved and asked to test or confirm resolution.
OnlyOffice (Draft tool) and Aspose (PDF conversion tool) bug tickets are excluded from this process as they are managed by external vendors

One of the ongoing internal improvements is increased visibility for you so you can see when your issue is being worked on in order to manage expectations.

New features and improvement requests

We welcome and receive a lot of great feedback about how Prompt is used on a daily basis, and how you, the Prompt User, would like to see improvements. From updated reports to screen layouts, we love it all!

In addition to this, we also have multiple internal features being developed based on our internal roadmap and plans for the product.

So, how are these requests from end users handled and scheduled?

  1. The feature is reviewed :-
    1. If it already exists as a feature in the system, we will provide a link to the feature & support article.
    2. If it is already on the product backlog, as a feature request or roadmap item, we add you to the notification list when it makes the development cycle.
    3. If it has already been reviewed in the past, and decided against development, we will advise of such and the reason why.
  2. Document the feature request onto our product backlog, linking your original ticket details. We then close your ticket with notes as such.
  3. Feature tasks are reviewed by the Prompt Application Manager, who selects the work each cycle to be worked on.
  4. Once the feature has been selected, it is worked by the development team, checked via QA and then released on our standard release cycle.
  5. You are then notified that your feature has been developed and how to use it.

When will my feature be developed?

Short answer is we don't know - the is no guarantee when, or even if, it will be selected for development. We strive to implement all requests, but there is only so much development time to spread across so many features so is a careful balancing act.

Features are weighed against multiple factors including impact, usability, benefits and general timing. A feature that is desired by, or assists more, organisations, the more likely it is to be developed over a feature that only affects one or two. A feature that will form a part of a larger piece of work is more likely to be developed at the same time.

One of the ongoing developments inhouse is a publicly visible Roadmap so you can see what features are being developed, and then rate features on the backlog as to how important they would be to you.

Where can I find my previous requests?

All requests can be found in the Support Portal, by clicking Tickets then changing the "Open Tickets" dropdown to "Closed Tickets". Feature Requests will have the words "Feature Request:" at the start of the title, so you can sort by A-Z and find them easily.

How did we do?

User Permissions - How do I add or change user permissions?

Prompt Documents Support Hours