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Use the Create Issue form to log an issue in the online support system and submit any related test programs/files. At creation time you my indicate the severity and the business impact of the issue. The severity will influence how the urgency with which the support team will respond. To ensure the system works well please use the highest level severity for only your most urgent issues.
Once an issue is created it’s assigned to a support engineer who works on the issue until it is resolved. Resolution is defined as either arriving at a point where the issue can be closed (a question was answered, feedback was provided, etc…etc. …), or assigning the Bug or Feature to our Engineering team.
If an issue is a Bug or a Feature, it is given a status (Will Not Fix, Deferred, In Consideration, Imminent, In DevelopmentIn Development, Backlog, Declined, Resolved) based on its position within our development backlog.
If an issue is a Feature, it is given a status (Declined, Deferred, Targeted, In Development) by our Product Management Team.
When a decision is made to target the delivery of a Bug-fix or Feature in a specific release, the release value is set in the ‘Fixed Version’ field (the default value is ‘Unscheduled’.) and the status of the issue changes to 'In Development'workflow.
Issue Category
Issue Type | Description |
|---|---|
Info Request | A request for information about product usage, distribution, licensing, etc. |
Bug | The issue is an apparent bug with our product and/or documentation. |
Feature Request | A request for new functionality within the product, or a limitation which Tech Soft 3D has determined can only addressed via new functionality. |
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