On Tue, Aug 31, 2010 at 7:19 AM, [email protected] <[email protected]> wrote: > On 08/31/2010 02:32 AM, Ortsen Dennis wrote: >> Hi, >> >> We have also noticed /var/cache/yum recently filling up with sqlite files, >> to almost the maximum of allowable space. I've searched and found a similar >> issue from Alasdair Gow on this list. >> >> I'd like to help with increasing visibility about this phenomenon. What >> would be the best way to accomplish that? (I'm new at reporting issues at >> RH.) > > Hey Orsten - > > Would you please open a ticket on this issue with support? If your > organization buys direct from Red Hat, you can log in to > https://access.redhat.com/support/cases to open a ticket. If you get > support through a hardware vendor (like Dell, IBM, HP, Cisco, etc.), > please contact them. > > Please don't use Bugzilla for production support issues, please open > support tickets with us or your support provider. > > Thanks so much!
I think this shows one of the ways Red Hat support is failing its customers to be honest. This isssue appears to affect everyone using RHN hosted, at least it is affecting a very large number of customers who have already reported it in several different places including the one suggested above. How many times does it need to be reported before someone who understands the code that was changed when it was introduced will investigate it and fix it? How many more people need to spend their time reporting it again and again? It should not require a thousand customers to waste their time reporting the same issue to get someone's attention. Whether you go through Red Hat support, or whether you open a bugzilla ticket, or whether you report an issue on a mailing list or on IRC, the actual key to success is accidentally getting the issue in front of a developer who takes pride in their work and who will take it upon themselves to check the report and deal with it. From my experience Red Hat developers do have pride in their work and do want to resolve issues like these. The problem is that the support structure makes it incredibly frustrating to even try to get the issue in front of the people who can resolve it. And if we do need 1000 people to vote a bug to a prominence that alerts Red Hat support that it is serious please do use bugzilla where customers can see that the issue has been reported already rather than in 500 separate tickets none of the customers are aware of or can comment on. In fact, if you are going to spend your time reporting a ticket through Red Hat support I think the most effective way to do it is to open a bugzilla ticket first, then open a ticket with Red Hat support with a link to the public bugzilla ticket. That way the 1000 "me too's" that are necessary to get some attention can be done in public and in one place, on the bugzilla ticket. John _______________________________________________ rhelv5-list mailing list [email protected] https://www.redhat.com/mailman/listinfo/rhelv5-list
