Encountering a bug is a frustrating experience and one we’ve heard we can improve upon our communications. We take this feedback seriously. This past quarter we have talked with customers and staff, gathered best practices and refined processes to develop a more transparent approach around Bug Communication. We will roll this out with our Case Portal improvements on 20 March.
This new Bug Communication process will make it easier for you to triage bug requests, understand workarounds, and implement resolutions, once available. This four-step process will allow you to track progress and manage internal expectations. Let’s look at what this process entails:
Step One: Open Case You experience an issue with our product and open a case. A Technical Support Engineer triages the issue and works with Engineering to identify an answer. During this stage, the Support and Engineering teams assess if the issue is a bug.
Step Two: Classified as a “Bug” The Technical Support Engineer moves your case to the Case Portal > "Bug" area and marks the status as "Under Assessment." At this point, our document writers flag the item to include in the “Known Issues” documentation.
Step Three: Under Assessment & Fix Planned Our engineering team will update the Case Portal > Bug status after the initial assessment is done and move the status to either "Awaiting Fix Decision" or "Fix Planned: <version name>."
Step Four: Resolved Issue The fix is pushed to production and your case is changed to “resolved” status. Details on Resolved Issues may be found under the “Resolved Issues” for FlexNet Manager Suite and the product release notes for other products.