[frankc01a]

Once again this request is for ME to add Feature and Defect tracking to the web site.

I still can’t believe that with the number of users ME quotes and 97.832 percent of them probably developers that ME has still not exposed this to the community.

Doing this by FORUM is just bad stuff

[Riyad Kalla]

Frank,
Providing the extra level of triage is critical to our teams success. We have considered different approaches to opening up our bug tracking system over the years and the fundamental problem is that the signal-to-noise ratio is *way too high*.

This is frustrating for users that know what they are doing (like yourself) but critical to do so that we don’t offload the triage step from the support team to the development team; who suddenly spends 8 more hours a week triaging bugs instead of implementing enhancements or fixing issues.

We have discussed the possibility of a “core” group of members that have access to a shared tracking resource but wasn’t launched due to resource restrictions. Any new effort we start will require someone to take care of it and facilitate that communication and we don’t have the man-hours to spare at the moment.

This may be something we look at again at the end of this year or early next though, especially if the user demand is there for it.

Ultimately we want to do right by our users but can’t sacrifice critical team resources to do it; because the end result there will be a poorer release and we know ultimately you guys wouldn’t want that.

[frankc01a]

Riyad,

You don’t face anything different than thousands (if not more) of production development groups across the world. I’m not saying expose the core development team but rather setup something that benefits both the users as well as yourself. I assume here you are the “triage” team (a.k.a. First Level Support). Using a forum medium is just fundementally non-usable. Something parametized is much easier and faster to search and reduce some of the noise (i.e. dupes).

For example, on SourceForge many groups setup a Features and Bugs tracker. I don’t bother looking through emails and forums for a problem I may be experienced but go right to the defect tracker and look at the latest reported.

If you used the same technology as the development team it also makes moving the defect to 2nd level or 3rd (development) much easier without loss of fidelity.

This is not invention, but best-practices followed the world over and for good reason.

My last comment on this, I hope Genuitec it’s position.

Frank

[Author]

Posts