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Evo-ERP and DBA Classic >> Suggestions for Updates >> Trouble Tickets
http://www.istechforum.com/YaBB.pl?num=1201182565

Message started by kkmfg on 01/24/08 at 06:49:25

Title: Trouble Tickets
Post by kkmfg on 01/24/08 at 06:49:25

Recently I've seen a lot of people who are having problems but are getting frustrated at the sometimes lack of any answer or confirmation.

I am wondering if it's time for ISTech to implement a trouble ticket type system. This would consolidate all problems with the software into a single repository and allow for better checking on their status. Has anyone duplicated your problem? You can find out. Is the problem fixed? Be the first to know.

This also would make people enter in what version they are using when they post a problem.

Now, this would be in addition to the forum, obviously. I think that the best course would be to post bugs to the trouble ticket system and get your ticket # then if you want to talk about it on the forum reference the ticket #.

And my suggestion for bug tracking:

http://www.bugzilla.org/about/

Title: Re: Trouble Tickets
Post by GasGiant on 01/24/08 at 07:12:02

This forum has been the first line for several years and it is working very well. The best part about people coming here first is that we can often answer each other's questions without any intervention by the busy folks at ISTech. I feel that changing the first mention method to a ticket would be a step backward. Perhaps all that is needed is to remind everyone that, if you are having a problem with the software, use the right forum. We have two "Problem Report" areas on this board. ISTech people should be concentrating on the Problem Reports, and turning them into tickets if they feel it is warranted. We users should continue to help people as we have time and knowledge. And users who report their problems in the Sales Order discussion forum (for example) should be gently reminded to use the Problem Report sections if they expect a response from ISTech. I'd even go so far as to say that threads should be moved the the Problem Reports areas when they are started in the wrong place.

Title: Re: Trouble Tickets
Post by kkmfg on 01/24/08 at 07:21:42

Yes, you could be right. It might go a long ways if everyone to posted actual problems to the two forums dedicated to such (or move the thread if they do not) and also attempt to cause people to give their EvoERP or Classic version. A ticket system might still work behind the scenes but I suppose that's up to them.

I just don't want to see a bunch of unanswered problem threads and so I figured I'd throw some ideas out.

Title: Re: Trouble Tickets
Post by kkmfg on 05/16/08 at 07:36:56

And, once again, I've come to the conclusion that a trouble ticket system would really be helpful. It's usually a good development decision to have a centralized big tracking database. Particularly with a program which is as large as Evo and has as many users using it in such a wide variety of ways. I know that ISTech tries to get all the bug reports and fix things the best that they can but that's hard to do without a centralized database of bugs. Now, they probably do have something internally but we users can't see it and it's currently difficult to check up on the status of a bug report.

A large number of software packages have bug databases. It's not as if I were suggesting something revolutionary. It's a very much time tested and well validated approach to software maintenance.

Title: Re: Trouble Tickets
Post by GasGiant on 05/16/08 at 07:43:00

You thinking about a full blown Bugzilla install, or a home grown status board?

Title: Re: Trouble Tickets
Post by kkmfg on 05/16/08 at 07:54:47

I suppose I don't really know quite yet. Maybe a full blown bugzilla install is overkill.

My main motivation for posting this is that some issues seem to be hard issues for users to pin down properly (like the labor entry issues) but someone with developer access could check things out and/or speak on a much more informed level. Yet, sometimes the developers seem to never comment at all. I've talked to some people who got very frustrated at the lack of communication that they perceived from ISTech. They'd like to at least know that ISTech actually read their plea for help. A bug tracking system would tell you whether the developer has read the report and whether they agree that there is a problem or not. It just all around could provide that extra level of communication that people are looking for.

So, even a home grown status web applet could probably work. Just something to say

- Bug XYZ has been submitted,
- ISTech says "yeah, we see that too. We'll fix it"
- ISTech closes the ticket "We fixed it. It's in the June 23rd update"

Title: Re: Trouble Tickets
Post by GasGiant on 05/16/08 at 08:35:46

For the Intranet apps that I create here I always include a built-in bug reporting feature that collects the date, the problem (or feature request), a telephone extension, and a "priority" of 1, 2, or 3. I check it every morning and acknowledge anything new. It has a "planned action" field for me to fill in with a short sentence, and a target date field so that people know their issue is in the pipeline. When I close it I add comments that tell briefly what I did and there is another date field for closing date. Closed issues slide off of the active bug list, but are available on the closed bug list via one click.

I think I spent two or three hours creating it (PHP and MySQL) and the users love it. They actually think that I care about their issues! ;-)

Anyway, I'll discuss it with Lynn. Maybe it could become part of a sitewide redo of evoerp.com?

Title: Re: Trouble Tickets
Post by kkmfg on 05/16/08 at 09:15:02

Sounds like you are on top of the game! I'd be happy if something like that came to pass on their website.

Title: Re: Trouble Tickets
Post by Vman on 05/16/08 at 14:20:54

I would like some sort of formalized bug-tracking./trouble ticketing. I have received very good help from both the Administrators and better-informed users with problems that I have had. At the same time, I have posted things that have gone unanswered. Sometimes a search can yield good information, sometimes not. Of course, what I may see as a problem may not be an EVO software issue, but rather something specific with my installation, or my lack on knowledge of how something works.
A central, monitored system would seem to be more efficient. One question I would have is can you/should you enforce a level of detail when a problem is reported? Obviously, just saying that a particular program does not work doesn't help anyone.

Title: Re: Trouble Tickets
Post by GasGiant on 05/16/08 at 20:57:12

An open ticket system can get confusing. If the problem is a general software bug, then it is a good way to collect them. But if the problem is one that is particular to one customer or one of simply not knowing the software or not wanting to read the help files, then the site needs to pay for Silver support and send an email to their rep.

Perhaps the bug tracker would need to have a login and be reserved for those who pay for support?

Title: Re: Trouble Tickets
Post by kkmfg on 05/17/08 at 12:45:57

Even companies which pay for support could post a bug that isn't a bug. All incoming bug reports would need to be validated by someone - be it just ISTech or maybe ISTech plus a few trusted users. Someone needs to verify that it's really a bug and that it's reproducible. Along those lines, bug reports must be as verbose as possible. Merely stating the error is not enough. Detailed steps to produce the error or incorrect result are needed.

I think that people who post bugs should have an account on the bug tracking system but maybe that would discourage full participation. Maybe it would be enough to just have them enter in their email address so that they can get automatic status updates. Then, if it's a bug they can get an email saying "yes, it's a bug. We'll fix it" or if it's not then "No, that's not a bug. Call us for help or ask about this on the forum"

And then, of course, there is the problem of bots. If a bug tracking system were in place would it be filled up by script kiddie creations?

Title: Re: Trouble Tickets
Post by GasGiant on 05/17/08 at 13:46:47

Eventually, they would get in. Perhaps a human challenge for the posting would be enough to stop bots, but it would still get abusers. Unless log in is required and limited to trusted users.

The automatic email updates is a nice touch.

Title: Re: Trouble Tickets
Post by GasGiant on 08/28/08 at 13:07:20

Believe it or not, I actually think about this stuff in daily life. I've been weighing the option, the pitfalls and the benefits. The challenge is to keep this forum working as it is and to add a visible bug tracking / feature request method.

So, how about a tracking system like the one I described as my homebrew (see my May 16th post above) that can be seen by all, but only modified by IS Tech? Getting things onto the list will require verification that the bug exists (unlike bugzilla), but legit bugs and feature requests will not get lost.

The forum or email will still be the reporting method, but the tracking and feedback will shift to the BaFR (bug and feature request) list once acknowledgment happens.

I'm hoping to have some time to work on rework/updates to the several IS Tech web sites this winter. That would be a great addition.

Title: Re: Trouble Tickets
Post by kkmfg on 08/29/08 at 04:08:01

Sounds great! Thank you other Colin Michael. ;-)

I think that it would be a very welcome addition.