Well, yeah, there is some support done through the forums, however, that is not the best method of posting reproducible bugs, and that is not *the* place to get technical support (we have a phone number for that).
Just like some of us try to get some issues "supported" in these mail threads, so the forums are a place where we have a limited support scope and will try to do as much as possible. Jesse Noller [EMAIL PROTECTED] Macromedia Server Development Unix/Linux "special guy" > -----Original Message----- > From: Chad Gray [mailto:[EMAIL PROTECTED]] > Sent: Tuesday, July 30, 2002 11:21 AM > To: CF-Talk > Subject: RE: [OT] Problems with CFMX? > > I understand that... I was just making sure you know people are being > told they can go to the MM Forums and get tech support. > > If this is suppose to happen then ignore my post. > > > > -----Original Message----- > From: Jesse Noller [mailto:[EMAIL PROTECTED]] > Sent: Tuesday, July 30, 2002 10:12 AM > To: CF-Talk > Subject: RE: [OT] Problems with CFMX? > > Yeah, that's because they asked a question that went beyond the > immediate scope of the free installation support. > > In this case, it's probably not a bug, but rather a support issue. > > Re-read the part: > > " The detailed guidelines that qualify for an installation support can > be reviewed at:" > > This means the user was trying to get more support than was covered by > that team. This does not indicate that he was pointing out a bug. > > Jesse Noller > [EMAIL PROTECTED] > Macromedia Server Development > Unix/Linux "special guy" > > > -----Original Message----- > > From: Chad Gray [mailto:[EMAIL PROTECTED]] > > Sent: Tuesday, July 30, 2002 11:12 AM > > To: CF-Talk > > Subject: RE: [OT] Problems with CFMX? > > > > Just so you know MM techs are telling people to use the MM Forums to > > submit problems. See the quote below: > > > > "With regard to the new error you had posted, I have to request that > you > > post this issue to the ColdFusion Community Forum where ColdFusion > > Engineers, Team Macromedia members and other developers, system and > > network administrators can assist you. The ColdFusion Community Forum > > is located here: http://webforums.macromedia.com/coldfusion/. This > new > > issue you had included falls beyond the scope of Macromedia > Installation > > support. The detailed guidelines that qualify for an installation > > support can be reviewed at: > > http://www.macromedia.com/v1/handlers/index.cfm?ID=10244&Method=Full."; > > > > > > > > > > -----Original Message----- > > From: Jesse Noller [mailto:[EMAIL PROTECTED]] > > Sent: Tuesday, July 30, 2002 7:29 AM > > To: CF-Talk > > Subject: [OT] Problems with CFMX? > > > > Hey All- > > > > I just wanted to take a moment and discuss something which has > > been bothering me. There are a lot of good discussions on this list > > about CFMX; however, there are a lot of "CFMX suck because of X" > > threads. > > > > I wanted to take a moment to mention something. Generally, there > > are a lot of internal people here at Macromedia on these lists, but we > > don't have the time or the resources to address every single issue > with > > the attention you the user deserve. > > > > This raises the point that we, as employees, may respond to > > given user issues, but really, in order to get things fixed (if in > fact > > it *is* a bug) a bug must be entered into our bug tracking system, and > > then escalated. > > > > Getting a bug into the system can basically go a few ways: > > > > 1: A subscriber to the list internally figures it's a very bad > > bug, and submits it his or herself. > > > > 2: A user calls technical support and a bug is found, and > > submitted into the bug system, and then escalated. > > > > 3: A user goes to: > > > > http://www.macromedia.com/support/email/wishform/?6213=3 > > > > If that URL does not work: > > > > http://www.macromedia.com/support/coldfusion/ > > > > (Go to the bottom, under feedback, and click "submit feature > > request for coldfusion) > > > > > > Those are the only three real ways of getting those issues you > > think are "severe bugs" addressed. To be honest, the best way of > getting > > it addressed is to do number three. We need it to be entered into our > > system, with a fully reproducible test case. > > > > This means we need your operating system specs and revision, > > service packs and patches. We need your web server version; we need > the > > code, or at least access to the code you are running. > > > > This way, we can go through, and find serious bugs. I know, for > > each one of you who finds any bug generally, to you, that is one show > > stopper of a bug, but bugs like say, broken COM support cannot be > > adequately addressed unless submitted directly into out bug database. > > > > The mailing lists generate a great deal of traffic, this is a > > good thing, but those of us who watch the lists internally miss > things. > > Debbie, Sean and Vernon, as well as myself can only spend a finite > > amount of time each day reading the couple hundred emails that cross > the > > lists, the few hundred forums postings, the newsgroups, etc. > > > > The quickest, easiest and most direct approach is to submit the > > bug directly to the database. When you find what you think is a bug, > > please, please, please submit it. > > > > This applies to things like "The Apache module is stupid" and > > other such items. Want the Apache module source to be shipped? Submit > a > > request into that DB in either an enhancement request, or in a bug > > report and explain why. > > > > This will save a lot of us a lot of trouble. Yes, fellow > > "Macromedians" monitor the list, but we can't catch every actual bug, > > and filtering the lists is painful at best. > > > > Ok, I'm done now. Back to work. > > > > Jesse Noller > > [EMAIL PROTECTED] > > Macromedia Server Development > > Unix/Linux "special guy" > > > > > > > > > > ______________________________________________________________________ Structure your ColdFusion code with Fusebox. Get the official book at http://www.fusionauthority.com/bkinfo.cfm FAQ: http://www.thenetprofits.co.uk/coldfusion/faq Archives: http://www.mail-archive.com/[email protected]/ Unsubscribe: http://www.houseoffusion.com/index.cfm?sidebar=lists
