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bug in tickets


Lux Aeterna

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Posted

I apologize in advance if this is answered elsewhere, but I could not find it.

When we open a support ticket and the outcome of the ticket is "bug report has been generated - confirmed issue" etc.

What are we supposed to do exactly? lol

Does this mean that the issue will only be fixed in a future version update of the application?
Will there be a "hotfix" released between versions?
Will we be automatically notified when a fix is available?
Is there any way to sign-up/follow the bug in order to be notified when a fix is available?

I appreciate your guidance.

Posted

I'm confused why this post was moved out of technical support forum and into this feedback forum? This post is general questions related to the wrap-up and conclusion of a technical support scenario >.>

I was hoping tech support could reply lol

Posted

It very much depends on the issue.

The support agent should advise you appropriately depending on the situation - if you need further clarification, just reply to your support request :)

Posted

As Mark said, the answers to your questions will largely depend upon the specific scenario.


I apologize in advance if this is answered elsewhere, but I could not find it.



When we open a support ticket and the outcome of the ticket is "bug report has been generated - confirmed issue" etc.



What are we supposed to do exactly? lol



Does this mean that the issue will only be fixed in a future version update of the application?


Will there be a "hotfix" released between versions?


Will we be automatically notified when a fix is available?


Is there any way to sign-up/follow the bug in order to be notified when a fix is available?



I appreciate your guidance.




As a general rule, the response you are describing means we can duplicate the issue and believe it to be a bug. Thus, it does not just affect you but all of our customers. If no fix is immediately available, a bug report is created so that a developer can investigate and resolve the issue.

Sometimes we will post a hotfix in the bug report, but it is not guaranteed. You can subscribe to the bug report to be notified of updates to it, if you like, yes.

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