Re: [U2] U2 Bug reporting / list monitoring
Not quite succinct, but well said. -Original Message- From: u2-users-boun...@listserver.u2ug.org [mailto:u2-users-boun...@listserver.u2ug.org] On Behalf Of Tony Gravagno Sent: 31 August 2012 19:14 To: u2-users@listserver.u2ug.org Subject: Re: [U2] U2 Bug reporting / list monitoring Three topics here... > From: Wjhonson 1) > Not support though. Bugs. > In my book, they are opposite ends of the spectrum. > And a company that ignores bug reports because they don't come through > "approved" channels is heading in the direction of Netscape and > Liquid Audio. Questions and answers aren't always simple. The bug you see in your system might only manifest under specific conditions. It takes time to understand those details and then to reproduce the case internally so that a vendor can then fix the problem. Even when you publish details about a bug, a tech needs to verify the information. Usually notes in forums are incomplete - often simply wrong. It takes technicians time to verify, diagnose, reproduce, and log anomalies. Someone must pay the techs for their time. That's what Support/Maintenance fees are for. Sure, sometimes it's a slam-dunk - someone reports a bug and the issue seems like an obvious bug that should get logged and processed. But then comes the question about "why are we doing this?" Can a company justify a product change because "someone in a public forum" reported it? What's the priority of this compared to other reports logged by paying clients? If a paying client doesn't report an issue, might this not be an indication that this is not a serious-enough issue for paying clients, and thus not worth a development effort? On this notion I've had strong arguments with many people - I believe people are often more inclined to leave a platform than to report bugs, so bugs need to be identified and squashed however possible. If the process of reporting issues is too rigorous, That is a separate problem that needs to be addressed with paying clients. All of these things need to be considered, but without following processes, chaos rules. WJ, you're a huge fan of chaos. That simply doesn't work well in the real world. 2) > I agree there are consultants who know tricks and make customers pay > for not only their knowledge of those tricks, but the hours it took them, > perhaps unpaid, to acquire that knowledge. But to make the 20th > customer pay the same hours as the 19th customer did, is really a bit > shocking. As long as people are asking specific questions there will be someone charging for related answers. "Quality" is a factor that can make the 20th answer as valuable as the 1st or the 19th. Information has just as much value to the 20th customer who does not have that information as it did to the 1st customer who did not have that information. As long as there are people out there who perceive "value" in something, there will be others who offer that value at varying prices and with varying degrees of quality. There might be people willing to pay for information because they believe it has value to them. Others will not be willing to pay anything or as much, because to them the information has less value. By offering information for free, because a consultant has earned "enough" for it, he/she is re-defining the value of the specific offering for everyone. The market also redefines value. Pricing based on what consumers will bear has been the basis of trade for thousands of years, and defines the nature of the stock market. Your notion of "shocking" doesn't fit the world as it has existed for millenia. 3) > That *some* people in the professional services world, wish that user > groups didn't exist, so they could keep charging high prices for simple > questions... is perhaps too bad on them. I don't believe anyone has said what you just suggested. Will, this has been an ongoing subtheme of yours for years. Really, anyone can go back into archives and check that we've talked about this many times. You expect other people to do research and then to provide complete, site-specific answers in public forums so that you can then get your customers to pay you for solutions. We're not here to do your research, and those of us who continue to do research every day and night can't pay our own bills if we keep giving away our findings. We use data as raw materials, and manufacture knowledge and context-specific, actionable information as our product. Take your time to manufacture a product and give it away if you wish, but those of us who are not independently wealthy cannot afford to do so, especially for your benefit. So please, once again, stop asking. T ___ U2-Users mailing list U2-Users@listserver.u2ug.org http://
Re: [U2] U2 Bug reporting / list monitoring
G-man: I suspect it'd be nice if we were all reasonable here. Sometimes a bug is defined as a functionality that doesn't work as expected, and sometimes it's defined as a functionality that doesn't work as expected in a particular environment, and sometimes it's defined as a functionality that doesn't work as expected in all environments. There is a lot of software that doesn't work as expected in all environments. When we find our software utilizing multiple technologies, we have to expect that sometimes it won't work as expected, then try to find out what is it, within the "other technology", that prevents the software from working. Sometimes a fix will work and sometimes not. For instance, many times, in a web browser, we can't do things unless we allow a particular domain to become one of our "Trusted Sites". This is totally a user requirement, but it causes our application's functionality not to work as expected in this environment. Is this a bug? I don't think so. Can I "fix" it? I can create help files on our web site to provide instructions to a user how to fix it. Many other issues, within the technological nightmare we find ourselves in, are far more difficult to track down and resolve, and the "bugs" we find are mostly a configuration issue. :-( I'm always willing to "give-away" any knowledge I have of the MV environment. I'm happy to fix something at my end and publish what I've done. I've always thought that increasing the size of the market has more advantages to everyone than limiting the information "leaked out" to the user and developer base. But...that's just me, and I wouldn't want to insist others to go along with the same view of our dbms environment. If you can make money, fine. If you want to give away solutions fine. That's why we have a "wiki" and why the B&B group wants this all in one location so everyone can benefit, and the market can grow. Just a few thoughts. :-) Bill ---------------- ----- Original Message - *From:* 3xk547...@sneakemail.com *To:* u2-users@listserver.u2ug.org *Date:* 8/31/2012 11:13 AM *Subject:* Re: [U2] U2 Bug reporting / list monitoring Three topics here... From: Wjhonson 1) Not support though. Bugs. In my book, they are opposite ends of the spectrum. And a company that ignores bug reports because they don't come through "approved" channels is heading in the direction of Netscape and Liquid Audio. Questions and answers aren't always simple. The bug you see in your system might only manifest under specific conditions. It takes time to understand those details and then to reproduce the case internally so that a vendor can then fix the problem. Even when you publish details about a bug, a tech needs to verify the information. Usually notes in forums are incomplete - often simply wrong. It takes technicians time to verify, diagnose, reproduce, and log anomalies. Someone must pay the techs for their time. That's what Support/Maintenance fees are for. Sure, sometimes it's a slam-dunk - someone reports a bug and the issue seems like an obvious bug that should get logged and processed. But then comes the question about "why are we doing this?" Can a company justify a product change because "someone in a public forum" reported it? What's the priority of this compared to other reports logged by paying clients? If a paying client doesn't report an issue, might this not be an indication that this is not a serious-enough issue for paying clients, and thus not worth a development effort? On this notion I've had strong arguments with many people - I believe people are often more inclined to leave a platform than to report bugs, so bugs need to be identified and squashed however possible. If the process of reporting issues is too rigorous, That is a separate problem that needs to be addressed with paying clients. All of these things need to be considered, but without following processes, chaos rules. WJ, you're a huge fan of chaos. That simply doesn't work well in the real world. 2) I agree there are consultants who know tricks and make customers pay for not only their knowledge of those tricks, but the hours it took them, perhaps unpaid, to acquire that knowledge. But to make the 20th customer pay the same hours as the 19th customer did, is really a bit shocking. As long as people are asking specific questions there will be someone charging for related answers. "Quality" is a factor that can make the 20th answer as valuable as the 1st or the 19th. Information has just as much value to the 20th customer who does not have that information as it did to the 1st customer who did not have that information
Re: [U2] U2 Bug reporting / list monitoring
Because they want to fix bugs in their product? Really I don't comprehend the line of reasoning that says 1. Our product is defective, and here is a reported defect 2. Support dollars go for *support* not fixing our defected product 3. We won't fix defects unless someone is paying for *support* Support is not bug fixes. If your product has community-perceived *bugs*, then the "dollars" to fix those comes from your *general* fund, not our support dollars. -Original Message- From: Bob Wyatt To: 'U2 Users List' Sent: Fri, Aug 31, 2012 10:13 am Subject: Re: [U2] U2 Bug reporting / list monitoring -Original Message- From: u2-users-boun...@listserver.u2ug.org [mailto:u2-users-boun...@listserver.u2ug.org] On Behalf Of Wjhonson Sent: Friday, August 31, 2012 11:48 AM To: u2-users@listserver.u2ug.org Subject: Re: [U2] U2 Bug reporting / list monitoring Not support though. Bugs. In my book, they are opposite ends of the spectrum. And a company that ignores bug reports because they don't come through "approved" channels is heading in the direction of Netscape and Liquid Audio. I agree there are consultants who know tricks and make customers pay for not only their knowledge of those tricks, but the hours it took them, perhaps unpaid, to acquire that knowledge. But to make the 20th customer pay the same hours as the 19th customer did, is really a bit shocking. That *some* people in the professional services world, wish that user groups didn't exist, so they could keep charging high prices for simple questions... is perhaps too bad on them. -- In my opinion, you just cannot be this naïve (or is it demanding?). OpenSource is the only arena that comes to mind where this may happen; after all, they have no other feedback channel! Even in this arena, just because you say you have a problem doesnt mean that you get a reply, or that your potential "bug" may eventually be resolved! A potential exception is OpenQM, which offers paid and free versions; however, I'm not sure how they handle the "free" side of the product, and whether forum discussions regarding potential bugs has resulted in product changes for both the free and paid versions... Neither am I familiar with their funding paradigm... If you want bugs fixed on a paid-for product that offers support contracts, buy a support contract. Report the bugs through proper channels. Bugs have to be vetted, which costs someone money. Just because you can reproduce the bug at will on your system doesnt mean that it happens to everyone running the product. Just because more than 1 person in this group may be able to reproduce the bug for you when done precisely as you document it does not mean there is a bug in the product. Just because more than 1 person in this group may be able to reproduce the bug for you when done precisely as you document it does not mean that everyone running the same environment can. Just because you "mention" a potential bug in a group posting but are unwilling to report it through proper channels tells me (if I were a vendor) that the problem is very minor and not worth my time or effort (if I were the vendor) to address it further. Why would Rocket expend yours, mine, and anyone else's support contract $$$ on potentially supporting/vetting/helping users not entitled (not paying for) such support/vetting/helping? What is the take-away when you get a response back from group members that doing it precisely your way fails, but doing it this other way does not - do you or do you not have a potential bug? And why should members of this group be asked to vet your issue(s), who (likely) are being paid to do other things for their employer, or, in the case of consultants, another customer? ___ U2-Users mailing list U2-Users@listserver.u2ug.org http://listserver.u2ug.org/mailman/listinfo/u2-users ___ U2-Users mailing list U2-Users@listserver.u2ug.org http://listserver.u2ug.org/mailman/listinfo/u2-users
Re: [U2] U2 Bug reporting / list monitoring
Three topics here... > From: Wjhonson 1) > Not support though. Bugs. > In my book, they are opposite ends of the spectrum. > And a company that ignores bug reports because they don't come > through "approved" channels is heading in the direction of Netscape and > Liquid Audio. Questions and answers aren't always simple. The bug you see in your system might only manifest under specific conditions. It takes time to understand those details and then to reproduce the case internally so that a vendor can then fix the problem. Even when you publish details about a bug, a tech needs to verify the information. Usually notes in forums are incomplete - often simply wrong. It takes technicians time to verify, diagnose, reproduce, and log anomalies. Someone must pay the techs for their time. That's what Support/Maintenance fees are for. Sure, sometimes it's a slam-dunk - someone reports a bug and the issue seems like an obvious bug that should get logged and processed. But then comes the question about "why are we doing this?" Can a company justify a product change because "someone in a public forum" reported it? What's the priority of this compared to other reports logged by paying clients? If a paying client doesn't report an issue, might this not be an indication that this is not a serious-enough issue for paying clients, and thus not worth a development effort? On this notion I've had strong arguments with many people - I believe people are often more inclined to leave a platform than to report bugs, so bugs need to be identified and squashed however possible. If the process of reporting issues is too rigorous, That is a separate problem that needs to be addressed with paying clients. All of these things need to be considered, but without following processes, chaos rules. WJ, you're a huge fan of chaos. That simply doesn't work well in the real world. 2) > I agree there are consultants who know tricks and make customers pay > for not only their knowledge of those tricks, but the hours it took them, > perhaps unpaid, to acquire that knowledge. But to make the 20th > customer pay the same hours as the 19th customer did, is really a bit > shocking. As long as people are asking specific questions there will be someone charging for related answers. "Quality" is a factor that can make the 20th answer as valuable as the 1st or the 19th. Information has just as much value to the 20th customer who does not have that information as it did to the 1st customer who did not have that information. As long as there are people out there who perceive "value" in something, there will be others who offer that value at varying prices and with varying degrees of quality. There might be people willing to pay for information because they believe it has value to them. Others will not be willing to pay anything or as much, because to them the information has less value. By offering information for free, because a consultant has earned "enough" for it, he/she is re-defining the value of the specific offering for everyone. The market also redefines value. Pricing based on what consumers will bear has been the basis of trade for thousands of years, and defines the nature of the stock market. Your notion of "shocking" doesn't fit the world as it has existed for millenia. 3) > That *some* people in the professional services world, wish that user > groups didn't exist, so they could keep charging high prices for simple > questions... is perhaps too bad on them. I don't believe anyone has said what you just suggested. Will, this has been an ongoing subtheme of yours for years. Really, anyone can go back into archives and check that we've talked about this many times. You expect other people to do research and then to provide complete, site-specific answers in public forums so that you can then get your customers to pay you for solutions. We're not here to do your research, and those of us who continue to do research every day and night can't pay our own bills if we keep giving away our findings. We use data as raw materials, and manufacture knowledge and context-specific, actionable information as our product. Take your time to manufacture a product and give it away if you wish, but those of us who are not independently wealthy cannot afford to do so, especially for your benefit. So please, once again, stop asking. T ___ U2-Users mailing list U2-Users@listserver.u2ug.org http://listserver.u2ug.org/mailman/listinfo/u2-users
Re: [U2] U2 Bug reporting / list monitoring
In what world is isolating bug reports from any user a good idea? You're being utterly over dramatic. Just because a user submits a bug report doesn't mean you have to immediately stop all development and put your entire staff on vetting and fixing the bug. I would guess most companies fix common bugs first wouldn't you? Jake -Original Message- From: u2-users-boun...@listserver.u2ug.org [mailto:u2-users-boun...@listserver.u2ug.org] On Behalf Of Bob Wyatt Sent: Friday, August 31, 2012 12:14 PM To: 'U2 Users List' Subject: Re: [U2] U2 Bug reporting / list monitoring -Original Message- From: u2-users-boun...@listserver.u2ug.org [mailto:u2-users-boun...@listserver.u2ug.org] On Behalf Of Wjhonson Sent: Friday, August 31, 2012 11:48 AM To: u2-users@listserver.u2ug.org Subject: Re: [U2] U2 Bug reporting / list monitoring Not support though. Bugs. In my book, they are opposite ends of the spectrum. And a company that ignores bug reports because they don't come through "approved" channels is heading in the direction of Netscape and Liquid Audio. I agree there are consultants who know tricks and make customers pay for not only their knowledge of those tricks, but the hours it took them, perhaps unpaid, to acquire that knowledge. But to make the 20th customer pay the same hours as the 19th customer did, is really a bit shocking. That *some* people in the professional services world, wish that user groups didn't exist, so they could keep charging high prices for simple questions... is perhaps too bad on them. -- In my opinion, you just cannot be this naïve (or is it demanding?). OpenSource is the only arena that comes to mind where this may happen; after all, they have no other feedback channel! Even in this arena, just because you say you have a problem doesn't mean that you get a reply, or that your potential "bug" may eventually be resolved! A potential exception is OpenQM, which offers paid and free versions; however, I'm not sure how they handle the "free" side of the product, and whether forum discussions regarding potential bugs has resulted in product changes for both the free and paid versions... Neither am I familiar with their funding paradigm... If you want bugs fixed on a paid-for product that offers support contracts, buy a support contract. Report the bugs through proper channels. Bugs have to be vetted, which costs someone money. Just because you can reproduce the bug at will on your system doesn't mean that it happens to everyone running the product. Just because more than 1 person in this group may be able to reproduce the bug for you when done precisely as you document it does not mean there is a bug in the product. Just because more than 1 person in this group may be able to reproduce the bug for you when done precisely as you document it does not mean that everyone running the same environment can. Just because you "mention" a potential bug in a group posting but are unwilling to report it through proper channels tells me (if I were a vendor) that the problem is very minor and not worth my time or effort (if I were the vendor) to address it further. Why would Rocket expend yours, mine, and anyone else's support contract $$$ on potentially supporting/vetting/helping users not entitled (not paying for) such support/vetting/helping? What is the take-away when you get a response back from group members that doing it precisely your way fails, but doing it this other way does not - do you or do you not have a potential bug? And why should members of this group be asked to vet your issue(s), who (likely) are being paid to do other things for their employer, or, in the case of consultants, another customer? ___ U2-Users mailing list U2-Users@listserver.u2ug.org http://listserver.u2ug.org/mailman/listinfo/u2-users ___ U2-Users mailing list U2-Users@listserver.u2ug.org http://listserver.u2ug.org/mailman/listinfo/u2-users
Re: [U2] U2 Bug reporting / list monitoring
-Original Message- From: u2-users-boun...@listserver.u2ug.org [mailto:u2-users-boun...@listserver.u2ug.org] On Behalf Of Wjhonson Sent: Friday, August 31, 2012 11:48 AM To: u2-users@listserver.u2ug.org Subject: Re: [U2] U2 Bug reporting / list monitoring Not support though. Bugs. In my book, they are opposite ends of the spectrum. And a company that ignores bug reports because they don't come through "approved" channels is heading in the direction of Netscape and Liquid Audio. I agree there are consultants who know tricks and make customers pay for not only their knowledge of those tricks, but the hours it took them, perhaps unpaid, to acquire that knowledge. But to make the 20th customer pay the same hours as the 19th customer did, is really a bit shocking. That *some* people in the professional services world, wish that user groups didn't exist, so they could keep charging high prices for simple questions... is perhaps too bad on them. -- In my opinion, you just cannot be this naïve (or is it demanding?). OpenSource is the only arena that comes to mind where this may happen; after all, they have no other feedback channel! Even in this arena, just because you say you have a problem doesnt mean that you get a reply, or that your potential "bug" may eventually be resolved! A potential exception is OpenQM, which offers paid and free versions; however, I'm not sure how they handle the "free" side of the product, and whether forum discussions regarding potential bugs has resulted in product changes for both the free and paid versions... Neither am I familiar with their funding paradigm... If you want bugs fixed on a paid-for product that offers support contracts, buy a support contract. Report the bugs through proper channels. Bugs have to be vetted, which costs someone money. Just because you can reproduce the bug at will on your system doesnt mean that it happens to everyone running the product. Just because more than 1 person in this group may be able to reproduce the bug for you when done precisely as you document it does not mean there is a bug in the product. Just because more than 1 person in this group may be able to reproduce the bug for you when done precisely as you document it does not mean that everyone running the same environment can. Just because you "mention" a potential bug in a group posting but are unwilling to report it through proper channels tells me (if I were a vendor) that the problem is very minor and not worth my time or effort (if I were the vendor) to address it further. Why would Rocket expend yours, mine, and anyone else's support contract $$$ on potentially supporting/vetting/helping users not entitled (not paying for) such support/vetting/helping? What is the take-away when you get a response back from group members that doing it precisely your way fails, but doing it this other way does not - do you or do you not have a potential bug? And why should members of this group be asked to vet your issue(s), who (likely) are being paid to do other things for their employer, or, in the case of consultants, another customer? ___ U2-Users mailing list U2-Users@listserver.u2ug.org http://listserver.u2ug.org/mailman/listinfo/u2-users
Re: [U2] U2 Bug reporting / list monitoring
Not support though. Bugs. In my book, they are opposite ends of the spectrum. And a company that ignores bug reports because they don't come through "approved" channels is heading in the direction of Netscape and Liquid Audio. I agree there are consultants who know tricks and make customers pay for not only their knowledge of those tricks, but the hours it took them, perhaps unpaid, to acquire that knowledge. But to make the 20th customer pay the same hours as the 19th customer did, is really a bit shocking. That *some* people in the professional services world, wish that user groups didn't exist, so they could keep charging high prices for simple questions... is perhaps too bad on them. -Original Message- From: Brian Leach To: 'U2 Users List' Sent: Fri, Aug 31, 2012 12:53 am Subject: Re: [U2] U2 Bug reporting / list monitoring Will > So I see no reason really why it cannot be done through *this* channel. Money. People pay for support. This list is free and potentially open to people who don't pay AMC or support. As David rightly says, this is not a Rocket Support Forum and we need to be mindful of that. That's been part of the battle the user group has had with IBM and Rocket over the years, as there are people in professional services who tend to view us as giving away things they would want to charge for (e.g. education, assistance, etc.). We have to keep reminding them that we are ancillary and not a replacement for services. It's got better (and the contributions from people like Wally and Dan are a real bonus and highly appreciated) but words like 'support' are red flags. Of course if members of Rocket who care about the products choose to monitor this list and to feed back any bugs - good on them :) Brian -Original Message- From: u2-users-boun...@listserver.u2ug.org [mailto:u2-users-boun...@listserver.u2ug.org] On Behalf Of Wjhonson Sent: 31 August 2012 02:38 To: u2-users@listserver.u2ug.org Subject: Re: [U2] U2 Bug reporting / list monitoring That *proactive* approach should be enhanced to include monitoring and logging cases of bugs. You do have the email of the person who reported it, it's posted right here. So I see no reason really why it cannot be done through *this* channel. ___ U2-Users mailing list U2-Users@listserver.u2ug.org http://listserver.u2ug.org/mailman/listinfo/u2-users ___ U2-Users mailing list U2-Users@listserver.u2ug.org http://listserver.u2ug.org/mailman/listinfo/u2-users
Re: [U2] U2 Bug reporting / list monitoring
Will > So I see no reason really why it cannot be done through *this* channel. Money. People pay for support. This list is free and potentially open to people who don't pay AMC or support. As David rightly says, this is not a Rocket Support Forum and we need to be mindful of that. That's been part of the battle the user group has had with IBM and Rocket over the years, as there are people in professional services who tend to view us as giving away things they would want to charge for (e.g. education, assistance, etc.). We have to keep reminding them that we are ancillary and not a replacement for services. It's got better (and the contributions from people like Wally and Dan are a real bonus and highly appreciated) but words like 'support' are red flags. Of course if members of Rocket who care about the products choose to monitor this list and to feed back any bugs - good on them :) Brian -Original Message- From: u2-users-boun...@listserver.u2ug.org [mailto:u2-users-boun...@listserver.u2ug.org] On Behalf Of Wjhonson Sent: 31 August 2012 02:38 To: u2-users@listserver.u2ug.org Subject: Re: [U2] U2 Bug reporting / list monitoring That *proactive* approach should be enhanced to include monitoring and logging cases of bugs. You do have the email of the person who reported it, it's posted right here. So I see no reason really why it cannot be done through *this* channel. ___ U2-Users mailing list U2-Users@listserver.u2ug.org http://listserver.u2ug.org/mailman/listinfo/u2-users
Re: [U2] U2 Bug reporting / list monitoring
That *proactive* approach should be enhanced to include monitoring and logging cases of bugs. You do have the email of the person who reported it, it's posted right here. So I see no reason really why it cannot be done through *this* channel. -Original Message- From: Wally Terhune To: U2 Users List Sent: Thu, Aug 30, 2012 6:03 pm Subject: [U2] U2 Bug reporting / list monitoring There is a benefit associated with logging a support case to report a bug. We just released 7.2.13 for UniData this afternoon (all platforms). I've started emailing the customers who reported bugs or made enhancement requests that are contained in this update release to proactively advise them that a fix is available. I don't just assume that they all have u2techconnect profiles and have opted in to get release notifications. I hope to have that finished tomorrow (there were quite a few items in this release). When you have a link to a customer via a support case, we can do that. Dan McGrath (product manager for U2 products) spends a lot of time monitoring and contributing to this list. He has been on vacation since U2U AUS - but even posted a note earlier this week - while on vacation. I monitor daily, but don't have much to say about UniVerse and generally leave the programming questions to the group - who do a great job in that area. Regards, Wally Terhune Technical Support Engineer Rocket Software 4600 South Ulster Street, Suite 1100 **Denver, CO 80237 **USA t: +1 720 475 8055 **e: wterh...@rocketsoftware.com **w: rocketsoftware.com/u2 -Original Message- From: u2-users-boun...@listserver.u2ug.org [mailto:u2-users-boun...@listserver.u2ug.org] On Behalf Of David Wolverton Sent: Thursday, August 30, 2012 5:18 PM To: 'U2 Users List' Subject: Re: [U2] Scrub HangUp Fixed Just remember -- this is a USER's Group -- not a Rocket Support Forum. So no one from Rocket is required or expected to be here. This is not a 'support channel' for Rocket at all. And that was my point, Rocket is not lurking here and noticing things they can make better or change, and we sometimes just take the fix we get from our fellow users and move forward without thought of 'wow, that really should not have done that - I should log a case' ... The Engineers don't know what to fix without feedback from users. Hence my 'raise a stink' comment (Okay, Okay ... "log a case" in Rocket-speak. ) I for one say THANK YOU WALLY -- I appreciate your time and concern for all us User-Folk I love it when you lurk and pop up with tidbits... But that's just me! David W. ___ U2-Users mailing list U2-Users@listserver.u2ug.org http://listserver.u2ug.org/mailman/listinfo/u2-users ___ U2-Users mailing list U2-Users@listserver.u2ug.org http://listserver.u2ug.org/mailman/listinfo/u2-users
[U2] U2 Bug reporting / list monitoring
There is a benefit associated with logging a support case to report a bug. We just released 7.2.13 for UniData this afternoon (all platforms). I've started emailing the customers who reported bugs or made enhancement requests that are contained in this update release to proactively advise them that a fix is available. I don't just assume that they all have u2techconnect profiles and have opted in to get release notifications. I hope to have that finished tomorrow (there were quite a few items in this release). When you have a link to a customer via a support case, we can do that. Dan McGrath (product manager for U2 products) spends a lot of time monitoring and contributing to this list. He has been on vacation since U2U AUS - but even posted a note earlier this week - while on vacation. I monitor daily, but don't have much to say about UniVerse and generally leave the programming questions to the group - who do a great job in that area. Regards, Wally Terhune Technical Support Engineer Rocket Software 4600 South Ulster Street, Suite 1100 **Denver, CO 80237 **USA t: +1 720 475 8055 **e: wterh...@rocketsoftware.com **w: rocketsoftware.com/u2 -Original Message- From: u2-users-boun...@listserver.u2ug.org [mailto:u2-users-boun...@listserver.u2ug.org] On Behalf Of David Wolverton Sent: Thursday, August 30, 2012 5:18 PM To: 'U2 Users List' Subject: Re: [U2] Scrub HangUp Fixed Just remember -- this is a USER's Group -- not a Rocket Support Forum. So no one from Rocket is required or expected to be here. This is not a 'support channel' for Rocket at all. And that was my point, Rocket is not lurking here and noticing things they can make better or change, and we sometimes just take the fix we get from our fellow users and move forward without thought of 'wow, that really should not have done that - I should log a case' ... The Engineers don't know what to fix without feedback from users. Hence my 'raise a stink' comment (Okay, Okay ... "log a case" in Rocket-speak. ) I for one say THANK YOU WALLY -- I appreciate your time and concern for all us User-Folk I love it when you lurk and pop up with tidbits... But that's just me! David W. ___ U2-Users mailing list U2-Users@listserver.u2ug.org http://listserver.u2ug.org/mailman/listinfo/u2-users
