Great!

Fist off, thanks for actually creating a case for this -- I don't think it has been done yet. We are aware of this issue and we're in the process of fixing it.

Yes, I always try to find an issue before I open a new one. In this case I have not been successful.

Hi Will,

Will wrote:

 

Hey guys,

 

This is actually functioning as designed; since we are not receiving updates from JIRA directly, we are caching the values for 1 hour and updating them on the next request.

there seems to be a problem with getting the info from JIRA then. In this case:

http://www.jivesoftware.com/jivespace/message/297338

the widget is not up to date.

best regards,

Nils

Sorry for that.

This whole process of handling and giving out information about the status of cases to the customers is pretty confusing.

We have complained about this since our access to your JIRA has been changed for this platform. It is not really possible to track a larger number of open cases. Having the "Case Product Issues" widget sounded like a improvement, but information like this one

is not helpful, but confusing. Has this issue been fixed? Which versions are affected? What does (QA) mean, especially when 2.5.18 is already available?

This complaint is not about the fixing errors. It is about communication to the customer.

Hi Will,

Thanks for the feedback.

I understand affected versions better, now.

The more important part of our side of bugtracking is fixed versions,

though. How do they reflect the internal bug tracker? We have have an

reopened case (CS-9629 reopened after 2.5.18) which says it was fixed in

(2.5.15). What does this tell us?

Sorry, for being pedantic, but we also have to provide a release plan to our

customers/users. I want to find out what information we can use in which

way.

Best regards,

Nils

Hi Will,

When an issue is re-opened, it should get its 'fixed versions' updated, and

after it moves out of the cache, the new fix versions will be updated in the

issues widget.

This is what I expected, but it does not happen. At least not for the

mentioned case (CS-9629

http://www.jivesoftware.com/jivespace/message/159785).

It says:

Reopened

Affected Versions: 2.5.3

Fixed Versions: 2.5.13

We reported back, that is has not been fixed, which was accepted. But the

widget does not reflect this at this time. Since we live in different time

zones most of the updates are older than an hour when we look at them.

If you take a deeper look at that ticket, you will also see that most of the

time your and our side was spend on other things than reporting a bug.

what would you like to see improved about either?

What would help you out?

The "Case Product Issue" widget would give us some information on the

current state of bugs. But it does not seem to update right. Or the JIRA

backend is not updated correctly?

We/I have said this very often in the past. We'd love to have JIRA access

like it was when we started with Jivesoftware. For us everything got worse

when the Supportal/Jivespace was introduced. Time spend on asking for status

costs lots of valuable time (on both sides!). Since the start there has only

been one improvement that I can remember. It is the widget, which does not

work in most cases. Jivespace surely is a good solution and an improvement

for many customers. For us as stated before a more direct interaction would

be better.

Another thing would also be great an overview about all issues reported by a

customer and there current (cached) status. We have an extra document which

we have to update manually to get this overview. I had talked to Greg Unrein

about that in the path already.

We already plan to 'listen' to bug events so that when the issue is closed,

we'll be posting a new message in all cases which have that issue linked.

This sounds like a great enhancement.

Best regards,

Nils