Hi, as I am the reason for the excitement I'd like to apologize to Bryan and give some background to the recent activity in Bugzilla.
First of all I'm sorry for not giving enough attention to your problem
Bryan. I truly tried to reproduce your problem (even attached a
screen-shot of my working setup) but didn't get to the bug. We'll
revisit this bug and will get to the root of the problem, promised.
Then I'd like to give some feedback to the generally bad state of many
Bugzilla entries. It is true that in the past many of the reported bugs
didn't get the attention they deserved. I found plenty examples of bugs
that never received any answer, or ended in the middle of a thread
without providing a solution. Thanks to all of you who still reported
bugs. I'm not sure if I would have had the patience that many of you
demonstrated.
But this is about to change. I made it my personal objective to improve
the way how ((otrs)) treats Bugzilla entries and to get an answer to
every filed bug within reasonable time. You may not get solution, but at
least some feedback should be given within a couple of days to let you
know that we got your feedback and are going to address the issue (if we
can reproduce it and agree that there in deed is a problem...).
We're not quite there yet, but we are making good progress to reach this
target. To get there we first needed to weed out old bug reports. Many
bugs are solved in newer releases, but were still open. Another big
group of reports existed where the reporter didn't follow up on
questions we had in order to reproduce the issue. Many bugs were not
bugs at all but support requests or sometimes not related to OTRS at all
but general Apache/Linux issues. So I went through all reports, tried
to answer as many of them as possible readjusted severity etc. In order
to use Bugzilla as a productive tool we need to be able to see and focus
on real issues. That's why we closed many of the old reports.
Maybe I was too agressive closing some of them like in Bryan's case. For
this I apologize and promise to improve in the future.
But be assured that in no way is it my or any ((otrs)) employees
intention to alienate our user community or to discourage anyone form
filing bug reports. Quite the opposite is true. The intention of the
'big Bugzilla clean-up' is to get to a new start, to refocus on fixing
bugs and to improve our code quality.
Your help is appreciated and we don't want to loose a single member of
the OTRS community. Please keep up your great work and help us to make
OTRS a success.
BB
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