Loading...
> >

New Bug Tracker URL?

Martin_CMartin_C Posts: 164
edited October 2013 in The Commons

Some weeks (or even months) ago I got an email from DAZ that I can't find anymore... must be well obscured with unlikely keywords in it...

Anyway, it said that the old "Mantis" bug tracker (bugs.daz3d.com/) got closed down and that I should re-submit my open topics to the new one. Most of them never got processed anyway... however, I got a new report now, so the simple question: Where's the URL of the new one?

(I don't refer to the ZenDesk for sales and general questions, I mean the old hardcore technical place)

Post edited by Martin_C on

Comments

  • frank0314frank0314 Posts: 14,260
    edited December 1969

    You submit bugs through zendesk now. Just select Tech Support and of course there won't be a order number or anything like that.

  • Martin_CMartin_C Posts: 164
    edited December 1969

    Ooops... OK, that sounds reasonable :-)

    In my defence I must say that I didn't consider this, because the option "technical support" existed before, but whenever I asked/submitted something seriously technical (like: there is a bad character in file xyz which you need to remove) at ZenDesk Technical, they always told me to re-submit it at the "real" bug tracker...

  • DZ_jaredDZ_jared Posts: 1,316
    edited December 1969

    Martin_C said:
    Ooops... OK, that sounds reasonable :-)

    In my defence I must say that I didn't consider this, because the option "technical support" existed before, but whenever I asked/submitted something seriously technical (like: there is a bad character in file xyz which you need to remove) at ZenDesk Technical, they always told me to re-submit it at the "real" bug tracker...

    The reason for this is that Technical Support generally deals with user error. Someone submits a ticket because something is not working and Tech Support says "You are doing x, y or z wrong." When the user isn't doing anything wrong and there is an actual bug in the product or software the QA team has to fix it (for content bugs) or the Dev team for SW bugs. Tech support doesn't have the ability to fix bugs, though they are usually really good at coming up with work arounds that act as stop gaps.

    In the past tech support and the bug tracker were on two different systems. If someone submitted a bug and tech support confirmed that it was a bug they would either submit the bug themselves or have the customer submit the bug. Obviously this was redundant. With the new system when you submit a ticket to tech support the can confirm whether or not it is a bug and then pass file it accordingly as well as give work arounds or solutions to problems.

    This was one of several reasons why we moved to the new system.

  • Martin_CMartin_C Posts: 164
    edited October 2013

    It makes perfect sense and my question was not any complaint by any means...

    I just got confused by that older email (that I actually found in the meantime) that asked to submit at "the new system" without explicitly stating what/where the new system actually is... ;-)

    Post edited by Martin_C on
  • DZ_jaredDZ_jared Posts: 1,316
    edited December 1969

    Martin_C said:
    It makes perfect sense and my question was not any complaint by any means...

    I didn't read it as a complaint at all. I just figured I'd offer up some background information to you or anyone else who might be interested :-)

Sign In or Register to comment.