Field PT Support Staff Able to Access Problem Reports

Question

I was working on a end user computer helping with a PT8 crash, and I submitted a problem report. Right after I submitted the problem report I was able to fix the crash.

I am listed as his support person in his registration, and I am a support person in the PT8 registry for the organization.

It would be wonderful if I had visibility into the problem reports submitted from the organization (not as a developer obviously), and had visibility to see the updates back and forth and any resolution. And the ability to enter an update as well. Does that exist?

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Answer 1

Unfortunately, we pay for our tracking system based on the number of users. We just don’t have the money to add everyone as a user. There is a Guest user that everyone could use, but that creates issues with information from sensitive projects and users. This makes it very difficult to get the functionality you want.

EDIT: Right after I posted that, I realized that our new tracking system that we’re moving to could send a “confirmation” e-mail when someone creates a problem report. You would, then, be able to reply to that e-mail to add a comment into our new tracking system (We already have the ability to send e-mails to you from the tracking system). But I guess that wouldn’t help you keep track of reports you didn’t send, though. I’ll have to give this some thought.

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Comments

Would it be worth making it an option for partner organisations to pay whatever it costs per person to add them to the tracking system? I recognise there’s still the sensitive projects issue, but it might be that some supporters or their organisations might be willing to contribute that cost, if it were an option.

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If there are support people either within SIL/UBS or outside that think they would access the bug tracking system on a regular basis please write me ([Email Removed]) and I will pass the request on to my management. I am not sure if it would get approved or not.

The tricky part is that it is “free” for us to add another user, unless you are user 51, in which case it is currently going to cost someone an additional $750/year.

Admin edit: Fixed formatting of e-mail address

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There used to be a confirmation email sent that we could reply to, I think. Or else I’m thinking of the FW tracker… This would be a very nice feature to have. I have been wishing that I could view some of the comments made, or even to view my own original report, since it doesn’t get saved in my email program. But I guess that gets into the # of users problem.

Thanks for considering this!

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