Is the list the right place for issue reports?

RT Developers
1

Hi all,

this is not a ‘omg, you lazy bums’ or anything, I truly appreciate your work!

I am wondering if the list is the correct place to file reports on issues.
It usually takes a long time (if ever?) to get a reply along the lines of ‘we
looked at it, we know the issue exists’. Maybe that is the way you work
(no update unless there is a reason to), maybe I file in the wrong place,
maybe the issues are minor. Thus, I just wanted to check if I am doing the
right thing.

Again, this is not a snide remark though it could easily be read as one. I
really am asking the questions above and I really want an answer so I can
adapt myself to your workflow.

Thanks,
RIchard

2

Hi all,

Hi,

this is not a ‘omg, you lazy bums’ or anything, I truly appreciate your work!

I am wondering if the list is the correct place to file reports on issues.
It usually takes a long time (if ever?) to get a reply along the lines of ‘we
looked at it, we know the issue exists’. Maybe that is the way you work
(no update unless there is a reason to), maybe I file in the wrong place,
maybe the issues are minor. Thus, I just wanted to check if I am doing the
right thing.

Again, this is not a snide remark though it could easily be read as one. I
really am asking the questions above and I really want an answer so I can
adapt myself to your workflow.

For bugs reports, feature requests, you have to send them to
rt-bugs@bestpractical.com, but if you’re unsure it’s a bug, you can
first try to discuss with RT community on
rt-users@lists.bestpractical.com.

To get help on RT, rt-users@lists.bestpractical.com is the community
list where you may get free help, otherwise, you can ask Bestpractical
for commercial support.

If you have questions about the RT code,
rt-devel@lists.bestpractical.com can be the right place :wink:

There is also a community wiki were you can find a lot of technical
informations: http://wiki.bestpractical.com/

Those information are all mentionned on
Request Tracker... So much more than a help desk — Best Practical Solutions :wink:

3

Hi all,

this is not a ‘omg, you lazy bums’ or anything, I truly appreciate
your work!

I am wondering if the list is the correct place to file reports on
issues.
It usually takes a long time (if ever?) to get a reply along the
lines of ‘we
looked at it, we know the issue exists’. Maybe that is the way you
work
(no update unless there is a reason to), maybe I file in the wrong
place,
maybe the issues are minor. Thus, I just wanted to check if I am
doing the
right thing.

If you can reliably reproduce something and have a bit of experience
with RT, it’s not wrong to send mail to rt-bugs@bestpractical.com
reporting your issue (ideally with test cases and patch :wink:

If you’re not sure it’s a bug or are looking to chat about what the
right resolution might be, rt-devel is right.

But yeah, I do tend to keep at least the BPS folks largely focused on
the customer side of things. “We’ll jump right now” is the sort of
thing we do do for customers. For folks who need immediate help with
bug reports, commercial support is often the right call.

Again, this is not a snide remark though it could easily be read as
one. I
really am asking the questions above and I really want an answer so
I can
adapt myself to your workflow.

Understood and appreciated :slight_smile:

Best,
Jesse

4

Those information are all mentionned on
Request Tracker... So much more than a help desk — Best Practical Solutions :wink:

OK, OK, I get it :wink:
Thanks for going the extra mile & filing the reports for me!

Richard