On Fri, Jul 18, 2008 at 07:54:59AM -0700, Joshua Daniel Franklin wrote: > On Fri, Jul 18, 2008 at 7:24 AM, Chris Adams wrote: > > I have tried to use RH support for actual RHEL problems, filing Bugzilla > > entries only for Fedora problems (or for RFE-type RHEL things). > > However, my experience with RH support has been rather poor; my boss > > asked "so why do we pay for this" after one recent issue. I don't think > > I've actually had a solution or fix provided by Red Hat yet (I had to > > find my own work-arounds for every issue I found). > > Again interesting and disturbing. Here is a relatively recent EL5 > problem with openldap and pam that I reported on bugzilla: > > https://bugzilla.redhat.com/show_bug.cgi?id=426050 > > As you can read, Tomas Mraz @redhat worked with me (an edu > customer, but he did not necessarily even know that) and provided > good troubleshooting advice and, once he could reproduce, > debugged this difficult thread-related problem. By keeping this fully > public we also got more details from CentOS users. The bug was > actually in the nss_ldap library and, with help from the author of > dovecot, a different Red Hat employee developed a fix and posted > it publicly: > > http://people.redhat.com/tjanouse/dovecot/154314/el4.spec.diff > > Of course, we are left with workarounds until the fix passes QA. > > Again this indicates to me that: > 1) Red Hat has some great people that know their stuff and will > take the time to figure out an issue reported on bugzilla. > 2) Keeping bug reports in the community currently gets better > results than going directly to support. In fact, until support > improves maybe the money is best thought of as a donation. :(
I've always seen the SR's and Bugzilla's as complementing each other. I'll file at bz then file an SR and point to that bugzilla with the hope that there'll be a little more impetus to work on the bz if there's an actual support request in by a paying customer. I've gotten good support from things on RH in the past, but I certainly don't expect their tech support staff to be developers... but I do expect them to know how to leverage bugzilla effectively when I use the two of them together... Ray _______________________________________________ rhelv5-list mailing list [email protected] https://www.redhat.com/mailman/listinfo/rhelv5-list
