Forum Discussion
How happy are we with feature request and bug handling at Articulate?
Sam, Thanks for the video. I really enjoyed it and the music.
I too have come to the conclusion that requests for "features" are a waste of time because they're ignored.
As far as bugs go, I get emails every time someone posts to the forum. Whenever a bug is mentioned/acknowledged by multiple people including SL staff, I drag it to a separate Outlook folder (SL Bugs) so I can find it again.
One pet peeve of mine is when SL asks to take the issue offline. Other users no longer learn whether a bug was confirmed, or not.
At my company we never update to the latest release (always has too many bugs) and often wait 6 months or more to upgrade when the software is hopefully more stable.
It's sad but that advice is sound and most professional companies i worked for or with advice that too.
Nevertheless i am inclined to give both Articulate and Kerry the benefit of the doubt and let us see if they can improve on it.
I would be happy with 1 upgrade per half year or year if it was 100% bugfree and new features would be really properly tested and indeed improvements.
I understand the sound reason to take offline so that the communication can be more efficient and direct, but I think Maura is talking more about the loss of transparency for everybody else tracking the same issue. I think taking out of the forum is fine, as long as people can still a) find out whether the issue is a bug, and b) track the progress of a fix if it is a bug. We are frequently in a position where we cannot communicate this to our clients. If we're frustrated, our clients are frustrated too. We just need to have a certain level of trust that issues are looked at in a timely manner.
Absolutely. The various ancient "/solved" web forum entries from half a decade ago are sometimes the most valuable source for almost any PC problems. Documenting past problems and solutions is extremely helpful for future use.
An archive for old entries might be a good solution.
