Who is in control of our Bug Reporting Ticket System
A> Atari
B> Cryptic
C> ?
Honestly.. I have been filing or reviewing content related Bug Reports for the better part of 3 years.
Between Champions on Line Closed Beta and Star fleet on line.
Recently the in game file reporting system went no where or redirected you to Atari on-line STO section.
On the 27 of June I received 5 Mails from Cryptic studios saying updates to filed tickets were available for review. When I hit the My Tickets the Box was completely empty.
I logged into the Atari Site same thing. Links Broken or the Data base is corrupted or compromised.
You can hit the UI and select Bug report and a ticket will be created.. But as for follow ups one big black hole of the unknown.
Please review your infrastructure and lets roll up some sleeves and help each other out here to troubleshoot. this vital feedback tool.
Bug Reports do not ever give you a direct reply. They are considered internal data from the moment you submit them and you won't be updated by the QA team as they work their way through these. There is a whole slew of reasons, such as - many, many duplicate reports; - your data could not be used; - It would take much more time to reply to each report that could be better used investigating; - the system makes a copy of your report and all attached data (such as screen shots) into a bug tracking system; -and quite a few more.
Bug Reports do not get you feedback. They are used by us to check and track bugs, but they do not initiate communication with the team. That's also why the UI in the game points out that if you need GM assistance, to please submit a GM ticket.
Bug Reports do not ever give you a direct reply. They are considered internal data from the moment you submit them and you won't be updated by the QA team as they work their way through these. There is a whole slew of reasons, such as - many, many duplicate reports; - your data could not be used; - It would take much more time to reply to each report that could be better used investigating; - the system makes a copy of your report and all attached data (such as screen shots) into a bug tracking system; -and quite a few more.
Bug Reports do not get you feedback. They are used by us to check and track bugs, but they do not initiate communication with the team. That's also why the UI in the game points out that if you need GM assistance, to please submit a GM ticket.
Just FYI Wishy - I recently got five (5) e-mails from the ticket system that said a ticket of mine had been updated; yet the ONLY tickets I've opened were Bug Reports on Tribble (and when I logged into the Atari ticket page bas I was just curious - none of those tickets showed, which I assume is still the norm for Bug tickets; but again, I did get 5 seperate game mails stating a ticket of mine was updated; so there may be some ticket system wonkiness.)
Just FYI Wishy - I recently got five (5) e-mails from the ticket system that said a ticket of mine had been updated; yet the ONLY tickets I've opened were Bug Reports on Tribble (and when I logged into the Atari ticket page bas I was just curious - none of those tickets showed, which I assume is still the norm for Bug tickets; but again, I did get 5 seperate game mails stating a ticket of mine was updated; so there may be some ticket system wonkiness.)
Had two of these myself yesterday, just letting you know Dev's
they are form letter automated replies.
all of this and nothing more.
Thank you for the link Wishstone.. I had many tickets updated 3 months ago some were over 140 days old before a csr said they were added to a refined data base..
For Beta experience here and in other products its always how many people are helping you help us make the fun easier to fix and report.
So thanks for the focus and efforts. The system was easier when you knew what issue and be addressed and any possible work around advise the GM found to be helpful.. This is how we worked through many Champions on-line problems together to get to the root of a problem.
Many times Drannic Destra Indigofyre or even Tumberboy would bring a community policing model to solve a problem to resolution as close to the time in occurred. Its a mixed blessing now as we have grown so large its a huge calls for service spindle you must mediate. I miss those simple Beta parties with DEV TM and Atari artist to test a new adventure package so much now.
The only thing I'd like to suggest is instead of that "Your Ticket Has been Updated!" message we get something like:
"Your Bug Report has been Received by Customer Service and is under Review. No further communication from us will follow. Thank you for using the Bug Report System."
That makes file-n-forget clear to players. It might save you a lot of posting on forums explaining that we never get replies from bug reports.
The only thing I'd like to suggest is instead of that "Your Ticket Has been Updated!" message we get something like:
"Your Bug Report has been Received by Customer Service and is under Review. No further communication from us will follow. Thank you for using the Bug Report System."
That makes file-n-forget clear to players. It might save you a lot of posting on forums explaining that we never get replies from bug reports.
p.s. Hope you feel better soon!
Well said.
I keep thinking I was to reply and give additional info or some such...
Comments
a lot of people got the exact same thing as you, including me. I think it might be a bug-hehe ironic,
however when I checked my tickets in game I saw 2 bug reports there (we're not even supposed to see bug reports) that now say problem resolved
This announcement may be useful to you regarding this matter.
Bug Reports do not ever give you a direct reply. They are considered internal data from the moment you submit them and you won't be updated by the QA team as they work their way through these. There is a whole slew of reasons, such as - many, many duplicate reports; - your data could not be used; - It would take much more time to reply to each report that could be better used investigating; - the system makes a copy of your report and all attached data (such as screen shots) into a bug tracking system; -and quite a few more.
Bug Reports do not get you feedback. They are used by us to check and track bugs, but they do not initiate communication with the team. That's also why the UI in the game points out that if you need GM assistance, to please submit a GM ticket.
Just FYI Wishy - I recently got five (5) e-mails from the ticket system that said a ticket of mine had been updated; yet the ONLY tickets I've opened were Bug Reports on Tribble (and when I logged into the Atari ticket page bas I was just curious - none of those tickets showed, which I assume is still the norm for Bug tickets; but again, I did get 5 seperate game mails stating a ticket of mine was updated; so there may be some ticket system wonkiness.)
Had two of these myself yesterday, just letting you know Dev's
http://forums.startrekonline.com/showthread.php?t=221344
No apology needed - if anything, I guess it indicates the reports were indeed looked at by a human being.
all of this and nothing more.
Thank you for the link Wishstone.. I had many tickets updated 3 months ago some were over 140 days old before a csr said they were added to a refined data base..
For Beta experience here and in other products its always how many people are helping you help us make the fun easier to fix and report.
So thanks for the focus and efforts. The system was easier when you knew what issue and be addressed and any possible work around advise the GM found to be helpful.. This is how we worked through many Champions on-line problems together to get to the root of a problem.
Many times Drannic Destra Indigofyre or even Tumberboy would bring a community policing model to solve a problem to resolution as close to the time in occurred. Its a mixed blessing now as we have grown so large its a huge calls for service spindle you must mediate. I miss those simple Beta parties with DEV TM and Atari artist to test a new adventure package so much now.
The only thing I'd like to suggest is instead of that "Your Ticket Has been Updated!" message we get something like:
"Your Bug Report has been Received by Customer Service and is under Review. No further communication from us will follow. Thank you for using the Bug Report System."
That makes file-n-forget clear to players. It might save you a lot of posting on forums explaining that we never get replies from bug reports.
p.s. Hope you feel better soon!
I keep thinking I was to reply and give additional info or some such...