Using The Bug Tracker

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SUMMARY

We are pleased to announce the BETA of The Foundry Bug Tracker to enable our customers to keep track of bugs and subscribe to changes in the bug state. In addition, the Bug Tracker is also integrated to our support ticket system, so if you raise a support request, not only will you see useful KB articles related to the question, but you’ll also see a list of known issues.

BUG REPORTING PROCESS

We appreciate the time you take to provide us with bug reports to help us make our software better. The best way to report a bug is to use the bug reporting form by selecting the ‘Create a Ticket’ link at the top of the page (you need to be signed in for the link to appear). From the link, select the appropriate bug reporting form. Using the from is preferred over email since it ensures that the bug report is captured in a consistent way. Ultimately, this helps us reproduce the problem quickly, and allows us to make the bug report available in our system for you and other users.

Once a bug is received by the Support team, we will attempt to reproduce the issue. Once we have confirmed the issue is a bug, we will publish the bug to the Bug Tracker and provide you with a link where you will be able subscribe to future updates.

USING THE BUG TRACKER
If you already know the bug ID, you can search the Bug Tracker directly, or filter bugs by their status or their severity at a product level. In the list, you can see if it is currently assigned to a future release. (please note that any dates or versions are indicative only and due to the complex nature of software development, may be subject to change).

Opening a bug will provide you a detailed description of the problem, including steps to reduce so you’ll know if it’s relevant to you. You’ll also see the current severity and any targeted release information (again, subject to change). You can click the ‘Follow’ option to subscribe to updates, as soon as something changes regarding the status, you’ll receive an email notification of the change. You can also leave a comment on the bug to provide a useful workaround or additional information.

LIMITATIONS
During the beta there are a few limitations:

  • Our MODO team use a different bug database for their bug management, but we are investigating how we can integrate the systems so you don’t have to check multiple locations. We hope to align the systems over the coming months.

  • Currently we do not sync all open bugs as some may contain email addresses or other sensitive information. As we value our customers privacy, we have taken the approach to publish bugs reported from the beginning of this year and all reported bugs going forward. For older bugs, we are reviewing each bug on a case by case basis to ensure that they contain no private data, before making them available. If there is a bug you are specifically interested in following, please let us know and we’ll take a look to see if a bug report we can easily clean up.

  • We are also working on providing better search options to allow you to search for just product specific information rather than general site search. And restricting searches to just the KB or Bug Tracker.

We hope you find the new Bug Tracker useful, feel free to leave us your feedback.









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