David_Bond
Professor
ProfessorCommunity Forum request: Bug Reports
To stop me flooding this channel with bug reports, please create a Bug Reports channel.
Forum Discussion
- mray
LM Conqueror
Sounds like we're talking two different things: bugs and product feedback
I'm actually no longer in Support, but even so, I do still believe legit bugs should go through the proper support channels (i.e. support ticket/chat). That said, I do think this community can, and should, be used as a first line defense with troubleshooting and sharing ideas for solving issues.
Feedback on the other hand, I believe should be made much more public. This could mean here in this community or some other customer facing feedback portal, where users can vote on features.
pgordonAdvisor
I think both can be at least semi-public. Once logged in, you can see pretty much any bugs Cisco has a case for, what software versions are impacted, how many open cases for that issue there are, a status, and the last time the bug was updated. Sometimes it's just nice to know if anyone else is having an issue or if there are other details to check for before submitting a support request.
I also would love to the sort of public feature request set up like Microsoft or other companies have up. If LM is looking to their customers for what features they should be prioritizing, this seems like a good way to do it. Having it all public can lead to some productive conversations or even better ideas/requests. Personally, I've forgotten what I've submitted as feature requests at this point (versus what I've thought about and forgot to submit) and it would be nice to go see them somewhere that I can't lose them- David_Bond
Sorry mray, but I disagree on bugs. The bugs are already public. We can all see them (and must suffer them every day). Microsoft, Cisco, Atlassian etc. all do feature/bug management in public.
Security bugs should be handled differently, of course.
- SuzanneShaw
Community Manager
Hi David_Bond how were these handled before? Ideally all product issues are going through the support portal so they are tracked and we can ensure they are resolved
- David_Bond
Hi SuzanneShaw
FEED tickets are a black hole with no tracking. Chat is no more. The Support portal doesn't allow community members to see the feature request/bug report and comment/vote.
My understanding is that this community's aim is designed to foster "customer pull" discussion of things that we power users care about and to gather momentum around issues that really matter. We really love the product and want to see it improve - so let's discuss that in the open?
Meraki, Atlassian, Microsoft and Github communities work great, with feature requests and bug reports gaining votes. What do votes mean? Product attention!
- pgordon
Completely agree - I feel like this was discussed at one of the recent livestreams too, at least someone brought it up in the one I was in
- SuzanneShaw
Thanks for the insights, guys! Having it noted publicly is great for awareness and discussion, for sure, we just want to make sure they are also logged with support so we can track progress!
