Author Topic: bug updates (Read 4637 times)

darren · « **on:** June 30, 2008, 09:35:07 am »

I submitted a bug through the Bug Report page. Where do i go to get updates on the bug?

Thanks.

Eve · « **Reply #1 on:** June 30, 2008, 10:22:15 am »

I don't know if you've already got a response or not, but either way you will have to contact Sparx Systems directly. We do not maintain a public bug repository.

If you haven't received a reply yet, please be patient. Some bug reports take longer to get a response than others but you will get a reply.

Frank Horn · « **Reply #2 on:** June 30, 2008, 04:58:19 pm »

Quote

but you will get a reply

... or maybe you won't ...

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

Eve · « **Reply #3 on:** July 01, 2008, 09:08:33 am »

I can't comment on any particular users issues or bug reports.

There are unfortunately delays at times. At other times we can't get a reply back because email bounces or similar problems. Either way, the appropriate response would be to send an email to Sparx Systems requesting information.

Finally, feature requests do not usually get a response, so if you submitted a bug report using the feature request form it could get missed.

Frank Horn · « **Reply #4 on:** July 01, 2008, 05:30:31 pm »

OK, so most probably you will get an answer. Maybe abcde had too tough a spam filter.

Still a public bug tracking system would be much better.

Dave.B · « **Reply #5 on:** July 02, 2008, 01:05:05 am »

It would be much better to have web interfaced CRM ticket system that users can log into to see the status on their submitted tickets.

A significant problem with the priority bug submit form is that the submitted bug is not copied back to the user in the automated acknowledgement email; hence as the days go by waiting for a response you forget what you said!

Dave B.

Frank Horn · « **Reply #6 on:** July 02, 2008, 05:23:35 am »

Quote

as the days go by waiting for a response you forget what you said

... and as versions and builds go by you try to guess if anything in the release notes refers to what you vaguely remember having said ...

dude · « **Reply #7 on:** July 07, 2008, 02:34:57 pm »

As best I can tell...

1. The support consits of an email account, everything goes into this mailbox..
2. There is no tracking as such, and appears to be no defect processing or assignment process.. I.e they cannot relate one bug to another..
3. Keeping the header text as is seems to help responses.. see 1 above..
4. There appears to be no QA on bugs, i.e breaking defects dont get any progress or reponse anywhere that I can tell..
I.e when they say fixed in a couple of weeks, this does not actually seem to have any meaning, time just goes on, and no feedback at all..
The bug is off radar..

So yes, agree a very basic bug management system is realy needed!

Eve · « **Reply #8 on:** July 07, 2008, 02:47:57 pm »

Please... Your guesses about our issue tracking process are unhelpful and wildly inaccurate. It is an internal system, and as far as I can tell, that is the issue you have with it. But that doesn't mean it doesn't exist.

I will say that estimates of when a particular build of EA will be released are usually inaccurate, but this isn't the fault of the bug tracking system.

dude · « **Reply #9 on:** July 08, 2008, 04:51:48 am »

Quote

Please... Your guesses about our issue tracking process are unhelpful and wildly inaccurate.

>> Who would know?
The comments are from a paying customers perspective?
Please read this thread..
There is no bug tracking system..

It is an internal system, and as far as I can tell, that is the issue you have with it. But that doesn't mean it doesn't exist.
>> From a customers perspective there is NO bug tracking system..

I will say that estimates of when a particular build of EA will be released are usually inaccurate, but this isn't the fault of the bug tracking system.

>> Correct there would need to be one, for it to be inaccurate..
NO one expects that an estimate is 100%, but if there were a tracking/feedback system one would have a glue..

Frank Horn · « **Reply #10 on:** July 08, 2008, 06:20:53 am »

Simon,

"dude" may have put it somewhat harshly, but he certainly has a point. From a customer's perspective there hardly is anything like a bug tracking system. And however elobarately you trace bugs internally passes us by when we hardly have a chance to see what becomes of our bug reports. Sometimes we get an answer, and sometimes we don't. Sometimes we even get a number, but this is never referred to later on. Not in this forum, and not in any release notes. So the number is useless for us.

Instead we read release notes saying something like "improved handling of milk delivery diagrams" and have to check our backups of the bug reports we once sent, be it the one about the milk element not being properly resized, or the one about the delivery connector dancing around in diagrams. So we run our EA tests again with the latest build to find out which of the bugs have been fixed, if any.

All in all Sparx has a fairly good web appearance, and when we were evaluating UML tools it was a central point in our decision to take on EA that you have this open and vivid forum. And later on we were glad to find that the money we paid for support wasn't wasted. In fact our support requests have always been answered promptly and thouroughly.

Which leaves only one thing to desire: a public bug and feature request tracking system. This would be the cream we could skim while waiting for improvements on the milk delivery diagram.

But for new customers a lack of response to a bug report might just be the thing to piss them off. So please don't go sulking when a customer demands a better response to bug reports. It's bloody well justified. And I still can't understand what keeps you from going public with your bugs. They're being discussed in this forum anyway, so you might as well publish a tracking repository.

Frank

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