Support Case number

[Thomas Mercer-Hursh]

I don't know what Sparx is using internally to track the resolution and status of support cases, but I would like it a lot if when one filed a support case, one got back some kind of identifying number.  There are times that I find that a case goes back and forth a bit and then there is a lull ... sometimes it is just a gap and then picks up again, perhaps after someone has had the time to do some testing .... but other times I am left wondering whether the case has been marked resolved and I didn't know about it.  It would be very handy to have a clear reference number so that one could ask about status and feel reasonably sure that one was talking about the same case, especially if one happened to have more than one issue open at the same time.

I would also appreciate it if, when a case is closed, that a clear simple message to that effect is sent with the status.  E.g., "it's a bug and will be fixed in a future release, so there is nothing we can do about it now" or "We can't reproduce the problem so we don't know what to fix" or "Problem seems to have gone away for reasons which are not clear" or "Solution supplied and effective".  Then, I would know whether or not I agreed!

[Frank Horn]

Which again leads to the matter of a public bug tracking repository. For reasons unknown to me, people at Sparx are very reluctant to even discuss the possibility.

http://www.sparxsystems.com/cgi-bin/yabb/YaBB.cgi?num=1214782507
http://www.sparxsystems.com/cgi-bin/yabb/YaBB.cgi?num=1212418423/3#3

[Thomas Mercer-Hursh]

I thought of also mentioning bug tracking and enhancement requests (with voting), but thought I would focus on one small incremental change at a time.