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Topic Title: Is support classifying cases correctly?
Topic Summary: Request for comments on the classifications that support allocates to cases.
Created On: 8-Feb-2008 08:43
Status: Read Only
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 8-Feb-2008 08:43
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Charlie Lane

Posts: 86
Joined: 16-Sep-2005

I see a number of my recent cases (in the Case Tracking view on support.telelogic.com) listed as being "Enhancement request" when they are in fact defects. These are things like Gateway failing to load a project, invalid typedef in the generated code, navigation from Rhapsody to Gateway failing.
In these cases I usually email ssmdsupport to tell them that the case appears to be misclassified, but I don't think any case has yet been reclassified.
My concern is that the term "enhancement request" implies that the problem is just the customer wanting more functionality, which is subject to the product team's consideration as to whether to implement, whereas what I actually want is for the existing features to work without defects, which should automatically go on the queue for the developers.

Do you find that the problem reports you submit are correctly classified?
If not, have you found an effective way to get them reclassified?
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 12-Feb-2008 12:21
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Helen Holohan

Posts: 1
Joined: 20-Dec-2002

Charlie

I believe what you are seeing is the result of the following:

- Where both a Defect and Enhancement Request are logged as a result of the initial support case, Support log a second support case. One case will have a Defect associated with it and the other will have an Enhancement Request associated with it.
The subject of the original support case is often not changed though which is probably where the confusion is coming from.
So, you have a case with subject "Gateway fails to load Rhapsody project" which actually is associated with an Enhancement Request. A further case was then logged by support to cover the defect. Now that you've brought this to our attention, I will look at our processes to incorporate the editing of the case subject to something more appropriate afterwards.

- When Support re-classify a Defect or Enhancement Request, this is done in the development database and the support case isn't necessarily updated. Now that you've pointed out that the status does not match reality when viewed on the web site, we will incorporate this also into our processes in future.

Thank you for bringing this to our attention and apologies for any confusion caused.

I hope that it won't be necessary in future but please do mail support if you feel that something should be reclassified. We will take the necessary actions.

Helen
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