@Peter (RL)... or other moderator...

If a Feedback Tracker is marked as "Not Reproducible," will they revisit it if you post a follow-up comment with more instructions?  Or will it be ignored?  Hopefully for former, not the latter.

http://www.reallusion.com/FeedBackTracker/Issue/Conform-Hide-Inner-Mesh-needs-fixing-or-at-least-a-lot-of-improvement

SUGGESTION 1:
If requesting more information from the originator, it might be nice if they sent a PM or an Email.  This sat for a couple of days before I realized they had looked at it but weren't able to reproduce it.  I could have responded with easy-to-follow instructions had I known.

SUGGESTION 2:
On a related note, it sure would be nice if you could attach pictures to comments, especially when trying to provide more information for the evaluator.

SUGGESTION 3:
A "subscribe to updates" feature would be nice.  Options could include to be notified of any comments, or be notified only if an "admin" comments, and of course be notified of any change in status.

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iClone 7... Character Creator... Substance Designer/Painter... Blender... Audacity...
Desktop (homebuilt) - Windows 10, Ryzen 9 3900x CPU, GTX 1080 GPU (8GB), 32GB RAM, Asus X570 Pro motherboard, 2TB SSD, terabytes of disk space, dual  monitors.
Laptop - Windows 10, MSI GS63VR STEALTH-252, 16GB RAM, GTX 1060 (6GB), 256GB SSD and 1TB HDD

In my former corporate life, we had the "feedback tracking" system designed such that there was automatic escalation to senior staff if an issue is not progressed or closed within a specific time-frame. Basically performance metrics for helpdesk staff build into the system. Each status had a resolution goal and a timeframe. The overall ticket had to be closed within a specified time-frame - else escalated progressively to senior management.

The thing about these "feedback / bug tracking" systems is that the first respondents (typically non-techie helpdesk staff whose job is just to route messages OR overworked techies who see every request as an evil attack)..  quickly learn to "work the system" - keeping things in limbo by making spurious (often unnecessary - but plausibly deniable requests), then marking the ticket as pending (less work for them!).

I raised an obvious issue in FT but they want me to list steps to reproduce as well. Ping pong. Its hilarious to me but could negate the goals of Feedback tracker system if RL management doesn't intervene. 

How things progress for FT from this point is up to RL managers. If users get disillusioned... not a good scenario.

Hi justaviking,

Don't worry.
We will get message when we have new comment, so our support team will answer you in 7 days. 

And thanks for your suggestions, I sent to our support team. They will discuss how to update this service.

@Lukepan(RL)

Thank you for the reply.  It's greatly appreciated.
And I apologize for my moment of cynicism.  It was more of a concern resulting from past experiences.
I'm glad "Not Reproducible" is not being treated as "Closed."  Your reply provided some very nice assurance.
Thanks, too, for passing along the suggestions.

@pmaina,

Yeah, the "rush to close" is always a risk, especially if a company tracks (and rewards or punishes based on) how long items are open.  I would rather get a good answer tomorrow than get a poor answer today and have my support ticket closed.

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iClone 7... Character Creator... Substance Designer/Painter... Blender... Audacity...
Desktop (homebuilt) - Windows 10, Ryzen 9 3900x CPU, GTX 1080 GPU (8GB), 32GB RAM, Asus X570 Pro motherboard, 2TB SSD, terabytes of disk space, dual  monitors.
Laptop - Windows 10, MSI GS63VR STEALTH-252, 16GB RAM, GTX 1060 (6GB), 256GB SSD and 1TB HDD

Well said. 

Yes ability to format/ add pic/ link in Comments would be nice.
Sometimes I just want to "piggyback" a request as part of a larger request...
Especial when "Votes" are limited to 10 votes
(Bit stingy but I understand the need to curb over-enthusiasm)

That said, Voting Yes to Suggestions is different to Confirming Yes to Reported Issue!

In my other Jira tester lives I'm used to 3 typical categories of "feedback reports"
1. Potential Bug/ Confirmed Issue
2. IMPROVEMENT Suggestions (minor/ subcategory to existing main features)
3. NEW FEATURE Suggestions (major/ fundamental/ add-ons/ plugins)

Confirming bugs/issues should have a different kind of vote...
"ME TOO!" vote? :)
'Me Too' button auto-generated when everything else EXCEPT when Suggestion tag is ticked
This class of votes should not be capped to 10 for obvious reasons!


  >>> Indie Generalist modeler-rigger-animator <<< Hardware: AlienWare i7-HK 32G GTX1080 2T-SSDs BenqSW320 Wacom-Intuous 3Dconnexion ||| Software: IC6 Pipeline - CTA3 Pipeline - ATK2 - Indigo ||| Zbrush4R8. Blender 2.79. DazStudio 4.9. Carrara. Poser. Octane.

I like the differentiation between "Improvement" and "New Feature."
Another value for the "Improvement" category is sometimes there is a fine line between an "Improvement" and a "Bug."




Agree.
The ability to confirm a bug, and indicate it's important to you, would be great, and I agree that should be unlimited (one per issue, but unlimited other than that).

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iClone 7... Character Creator... Substance Designer/Painter... Blender... Audacity...
Desktop (homebuilt) - Windows 10, Ryzen 9 3900x CPU, GTX 1080 GPU (8GB), 32GB RAM, Asus X570 Pro motherboard, 2TB SSD, terabytes of disk space, dual  monitors.
Laptop - Windows 10, MSI GS63VR STEALTH-252, 16GB RAM, GTX 1060 (6GB), 256GB SSD and 1TB HDD

Good news...
The "conform" issue I reported at the start of this thread has been upgraded from "Not Reproducible" to "Hold."
I'm glad they're continuing to take a look at it, and that it's not being ignored after their initial assessment.

Another, albeit minor, issue I reported is marked as "Assigned."

Hopefully tonight I'm going to detail and document what I believe is a very serious issue, and I'm pretty I can provide simple instructions to duplicate at least the basics of it.

Getting some response like this is SO much better than things just going into a black hole.

Good job, Reallusion.

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iClone 7... Character Creator... Substance Designer/Painter... Blender... Audacity...
Desktop (homebuilt) - Windows 10, Ryzen 9 3900x CPU, GTX 1080 GPU (8GB), 32GB RAM, Asus X570 Pro motherboard, 2TB SSD, terabytes of disk space, dual  monitors.
Laptop - Windows 10, MSI GS63VR STEALTH-252, 16GB RAM, GTX 1060 (6GB), 256GB SSD and 1TB HDD