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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 may indicate the severity and the Business Impact of the issue. These influence 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...), or assigning the Bug or Feature to our Engineering team.
If an issue is a confirmed Bug, it is given a status (Archived, Declined, Backlog) based on our analysis and https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.3-Triage-Process.
If an issue is a Feature Request, it is given a status (Archived, Declined, Backlog) upon review 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 Planned.
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Issue Status | Description |
|---|---|
Open | A new, unassigned issue. |
Assigned | A Support Engineer is actively working on the issue. |
Needs Partner Review | The issue requires customer feedback or activity. Your response returns the status to Assigned. |
Triage | The confirmed bug will be reviewed by our engineering https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.3-Triage-Process. After triage the issue may be moved to Archived, Declined, Backlog or Assigned. |
Backlog | The confirmed bug/feature has been added to our product backlog. No specific timeline has been determined. The time frame for action is a maximum of 24 months. See https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.4-Backlog-and-Engineering-Process for details. |
Planned | The confirmed bug/feature has been reviewed by our engineering team and a release target identified resulting in a "Fix version" notification. The time frame to resolves a bug in an official release is generally 3 months. The time-frame for new feature delivery in an official release is ~6 months. |
Scheduled | The confirmed bug/feature has been assigned to an upcoming sprint. Development will generally begin within two to four weeks. |
In Development | The engineering team is actively working on the fix/implementation including development, review and testing. |
Pending Review | The Feature Request has been forwarded to Product Management. There is no timeframe for reviewing requests in this quasi-archived state. |
PO/PM Review | Product Management is actively reviewing & considering the Feature Request. |
Needs Input | Product Management requires feedback or additional information related to a Feature Request. Your response returns the status to PO/PM Review. |
Archived | The bug Bug has been confirmed and reviewed in our engineering https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.3-Triage-Process. It is currently considered a lower priority relative to other bugs and development efforts. In this state, it will not be scheduled for resolution unless it is strategically grouped with other development work. Please let us know, if your business needs change and we will reevaluate this status. A Feature Request may be archived when the Product Management team chooses not to decline the request but has no current plans to address it. |
Declined | The bug/feature has been confirmed but will not be fixed/implemented. It is possible that issues with the Backlog, Planned, Scheduled and even In Development status may be Declined. See https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.2.3-Declined-Status for more information about this status and process. |
Closed | The issue has been handled (answered, fixed, implemented). This is the terminal status for all issues. |
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Deprecation indicates End of Support for a designated functionality (cf. Platform Support Plan for HOOPS Suiteand Ceetron SDKs)
We plan to remove this functionality in the near future (the timeline will vary in each instance, and may be undefined).
We urge partners to discontinue use of this functionality as soon as possible.
We will not fix defects related to this functionality.
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