Can't reopen or respond to incorrectly closed Feedback Tracker issues


https://forum.reallusion.com/Topic551828.aspx 		Print Topic | Close Window

By dan.goyette - 2 Years Ago
This is very frustrating. I've submitted a few bugs reports so far, where the Reallusion staff member has misunderstood the issue, and incorrectly closed the issue. There is no way for me to leave a follow-up response, or reopen the issue. The only option is to submit a completely new issue, and copy/paste everything from the original issue.

Why is there no option to reopen an issue when it has been closed?
By Peter (RL) - 2 Years Ago
Hi...

Support tickets are automatically closed by the system if there is no user reply for a few days but you should be able to just reply to the closed ticket and this will reopen it. However, if you still have problems, please send a new ticket and reference the closed ticket number. Support will then reopen the original ticket for you. You don't need to write everything again.
By dan.goyette - 2 Years Ago
Peter (RL) (5/13/2024)
Hi...

Support tickets are automatically closed by the system if there is no user reply for a few days but you should be able to just reply to the closed ticket and this will reopen it. However, if you still have problems, please send a new ticket and reference the closed ticket number. Support will then reopen the original ticket for you. You don't need to write everything again.


I'm not sure if we're talking about the same thing. I'm referring to Feedback Tracker issues. Here's the one I was specific talking about:

https://www.reallusion.com/FeedBackTracker/Issue/Dragging-Expression-into-Timeline-deletes-all-expressions-to-the-right-of-it

This issue was closed today, and I see no way to reopen it, or comment on it. The email notification I received about it doesn't indicate that replying to the email will have any effect, too. I'm just tried replying to that email, and so far it doesn't seem to have done anything.
By 4u2ges - 2 Years Ago
It is very annoying bug. It's like clearance on the left must be 3-4 times longer than the clip itself.
For next time I recommend making a brief video instead of screenshots, so that they cannot get away with closing the ticket and marking it "Not a Bug" :hehe:.



It happened to me too and there is no way to reopen closed FT ticket by replying to it. Only to open a new one and reference a URL.

And generally I see no point of clearing timeline even if clips overlap. We can drag clips and overlap them manually without any issues.
Why clear?? Let us decide how to manage timeline... :Whistling: