: Thomas MAUL
I immediately got the message my findings are confirmed as being a
bug (thanks to Djompolo!).
yes, and sorry for misunderstanding.
International support has a more difficult job for different languages and different user groups.
Easier for us in German forum, when both sides speaks German.
But we also had misunderstandings, before we started to be very careful with language.
We stopped saying “bug report”, and strictly use “TAOW”. “Please open a TAOW case”.
If we think that a story reported has all information needed, we open a TAOW case in delegation for the partner and copy&paste the message there and answer in the public forum thread “moved to TAOW”.
Easier for us, as we are in charge for German partners. You are from Belgium, so customer from a distributor. Honestly, I don’t even know if your partner contract is signed with distributor or with 4D SAS.
So to avoid misunderstandings, if you are a partner and if you report something in a forum or other public medium (iNug, etc) and being told “file a bug” or “report a bug”, please read “open a TAOW case”.
Use the forum to discuss things, to ask other for help or advise (or give help), but do not see it as bug report or 4D support forum. We tried to handle bugs via forum and failed. Too many reports was uncomplete, not reproducible, and so never fixed in many years.
Use TAOW to open a case. The case is monitored and has a status (such as open or closed). As long it is not closed, it stays in the work list of an employee. Their job is to keep that list short.
Forum is discussion, not work list.
'bug already registered"
I know. Very frustrating.
And what’s even more frustrating: when the “already registred” is fixed, your’s is still open, because it only looked similar, but was different.
So for German Tech Support, we handle everything via TAOW. If a customer reports an issue and we think it is a bug, we report a new bug. We check with the newest build and if it is still there, we report a new bug. Don’t even check for existing ones.
Why? As more customers report about an issue, as higher is the priority, I guess that’s the same everywhere. But thats just one side.
When the “'bug already registered” is said to be fixed, our TAOW case is still open. We test the example from this customer, not the other one. We make sure that the real problem is fixed as well, or directly complain. This does not work if we would think “oh, somebody else had something similar, case closed” (do not try to build a real example for this customer, do not report a bug for this one).
It needs time to build an example? Yes. Oh, wait, usually no.
It needs time to understand the real problem. Upfront, the message is often fuzzy. That’s why searching fails. You think you saw something similar, but did not really understood the issue. Found something similar, but still different.
If I really understood an issue, I can build an example in 5 minutes. What takes hours is too know enough of the problem to reproduce, to build that example. And later that example is so important to verify if the problem (the real problem, not something similar), is really fixed.