Understanding bug reporting in software development and use: a representation of knowledge through ontology

Knowledge has been used in different organizations as a source of profit and competitive advantage. In this sense, Knowledge Management (KM) becomes essential to support organizations through the creation, storage, retrieval and representation of knowledge. In organizations that work with software development, knowledge is essential for the final product - the software - to satisfy the needs of its customers. However, the development of this system is a complex task that involves accurate technical knowledge and strict management by the organization, so that deadlines and costs are respected. Thus, it is frequent to deliver software to the customer that contains defects, which are commonly called bugs. When the customer identifies bugs in the software, he must report to the supplier of the product, so that its correction can be provided, thus avoiding further losses. However, the bug report is not structured and not sufficient for the software supplier to understand and solve the problem, requiring several interactions between the customer and the supplier. Therefore, the objective of this article is to validate an ontology in order to improve the understanding of bug reports during the development and use of a software. This research is characterized as applied in nature with a mixed characteristic of descriptive and exploratory procedures. The research was designed in two phases: The first phase of the research consisted of a qualitative and quantitative study. the second phase,