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1,129 Views 5 Replies Last post: Aug 11, 2009 2:33 PM by Will French RSS
Jochem van Dieten Novice
Jochem van Dieten
204 posts since
May 6, 2009
Currently Being Moderated

Jul 10, 2009 1:17 PM

What can I do to get answers?

I have been posting about numerous problems I encountered while interfacing with the webservice implementation of ClearSpace 2.5.7. I think I have posted a bunch of very similar messages, all providing the same level of detail on the issues I am encountering. Yet of the X messages I posted, some are picked up and get attention (1 2), but the majority isn't (1 2 3 4 5 6 7).


Can anybody enlighten me as to why some of my topics aren't picked up? Am I providing not enough information? Too much information? The wrong information? Are the questions too hard to understand? Or are the webservices not an official, supported interface? Any insight is much appreciated: please help me help myself

Will French Jive Employee
Will French
3,905 posts since
Nov 2, 2004
Currently Being Moderated
Jul 13, 2009 8:04 AM in response to: Jochem van Dieten
Re: What can I do to get answers?

Hi Jochem,

 

Our public discussion areas are being monitored by our Support engineers, but we simply cannot get to all of the public discussions in a timely manner. It also seems that these questions are not being addressed by the community either, meaning these could be one off issues. We will try to get to these issues this week. If you belong to a paying customer account, you can submit cases which are tracked against an SLA to ensure you get a response. At this point I do not see you associated with one, so please let me know if this is an error.

 

Thanks,

Jochem van Dieten Novice
Jochem van Dieten
204 posts since
May 6, 2009
Currently Being Moderated
Jul 13, 2009 1:36 PM in response to: Will French
Re: What can I do to get answers?

Will wrote on 2009-07-13 17:04:

Our public discussion areas are being monitored by our Support engineers, but we simply cannot get to all of the public discussions in a timely manner. It also seems that these questions are not being addressed by the community either, meaning these could be one off issues.

 

Could be. The alternative is that I am just finding lots of bugs because

I am pushing the envelope. Has anybody ever tried to develop a client

that completely replaces the web interface for day to day operations for

forum users?

 

 

If you belong to a paying customer account, you can submit cases which are tracked against an SLA to ensure you get a response. At this point I do not see you associated with one, so please let me know if this is an error.

 

Consider me an ISV working with a paying customer. I report issues to

your customer, they report them to you, and I never hear anything

anymore (the average time between me reporting an issue and seeing it

acknowledged is 7+ weeks). I (and others) beat your customer over the

head to get us answers, but giving ISVs access to their support area is

not an option. You do not have a public bugtracker so we try to find

ways to streamline the process, cut out the middle man and report issues

directly. So here I am.

 

 

Would it be an option to get your client to report issues in their

support area, but immediately add a note to make them public? If you can

make the issue public but keep his SLA attached to the issue we can do

the technical followup without the non-technical middle man.

 

Jochem

 

 

--

Jochem van Dieten

http://jochem.vandieten.net/

Will French Jive Employee
Will French
3,905 posts since
Nov 2, 2004
Currently Being Moderated
Jul 13, 2009 4:23 PM in response to: Jochem van Dieten
Re: What can I do to get answers?

Hi Jochem,

 

When a customer makes a case public, it is still tied to the same SLA as private cases.

Jochem van Dieten Novice
Jochem van Dieten
204 posts since
May 6, 2009
Currently Being Moderated
Aug 11, 2009 2:23 PM in response to: Will French
Re: What can I do to get answers?
So http://www.jivesoftware.com/jivespace/thread/52688 is under SLA and  you are busy reproducing the problem?
Will French Jive Employee
Will French
3,905 posts since
Nov 2, 2004
Currently Being Moderated
Aug 11, 2009 2:33 PM in response to: Jochem van Dieten
Re: What can I do to get answers?

Hi Joechem,

 

That case is actually simply submitted as a public discussion, instead of a public case. It is not currently tied to their account and therefore not under SLA. You can read more about public cases here: http://www.jivesoftware.com/jivespace/blogs/jivespace/2009/02/16/the-science-behind-public-cases

 

Cheers,

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To better serve our customers we have included functionality to automatically follow up on a case after it has been idle for more than 5 days, and then auto close after an additional 3 days of inactivity. Choose No to acknowledge that this case will remain idle for longer than 5 days.
Making cases public allows other customers to learn from the solution of the case. It can also be used to gain feedback from others in the community. Ask our Support Engineers for more info, but we encourage you to make your cases public.