I have (again) reached the maximum posts in a single ticket in FogBugz, I know you all are aware of FogBugz limitations on posting updates to tickets, but we as users are supposed to only reply to the same ticket to keep it on the one ticket. My ticket is not showing my last 4 posts to it and those are very important for you to continue to trouble shoot the ticket.
I have been scolded at in other threads in the wish list and otherwise to make sure that I do not “flood” Unity with support emails which could create new tickets (which I never do, but hey I take scoldings ftw). Now, here is my delima, do I get scolded at and open a new ticket about the old ticket and do I create another ticket about the continued issues with FogBugz? Sam and I found this issue months ago and Sam escelated this (FogBugz) issue back then, apparenly it either went ignored or unresolved and was thrown into the annual “bug list” which takes a while for anything to get done due to the length of that list.
So that said, do you want community members to create new tickets once the old ticket reaches this limit in FogBugz or do you want us to post here to continue the troubleshooting steps? It is like a rock and a hard place, get scolded for creating another ticket about the old ticket, post here when it reaches its limit and get scolded here, or email someone about it their in hopes someone reads about the FogBugz issue that is on going?
I am at a loss, although I know one thing is for certain, I can’t IM the person working on the ticket, it gets deleted and ignored, I am told to use the ticket system, can’t use the ticket system it is reached the max post in that ticket, can’t create another ticket because that causes queuing issues, damn, don’t know… I am lost…
I’m not personally aware of a posting limit, but I’m also far from our best FogBugz expert. If you’re hitting a limit then:
a. Try to limit how many times you post (if possible)
b. Post a summary page elsewhere that you can update all you like, submit a link to that page (for future reference)
c. If you have information that you must add to the current case and it’s rejecting you on that then submit anew and reference the old case, just don’t do so in the subject line (that’s how FogBugz auto-routes), do it in the body of the email instead
I’m just not clear on any limits nor why there’s need for so many messages, but use the above to keep at it as necessary.
Any word on this? My ticket is no longer showing any of my responses and the
tech has not tested using the server ip or port yet (I can easily see who has used the server by activity log on screen) since the ticket is not responding to emails to it any longer and the tech isn’t im me, I don’t even know if he has the last 4 or so messages for the ticket.
So what does Unity want me to do? A new ticket referencing old ticket or what?
Cross post or something (you posted like a minute before I did so I was probably typing at the same time you were), I see your instructions, the limit is something Sam can verify. If you have a long running case, after so many posts to that case, fogbugz simply stops showing the results. AS it stands the tech assigned to the case doesn’t look at it daily anyway, I need to know if he got my information. The server I setup for him to test, well this morning based on his request, he has not responded to any of the last 4 posts to it so I can either safely say he didn’t get them or he got them and didn’t have time to respond.
I have posted links to the thread to the server code compiled for both VS2005 and VS2008, I have created a server for him to use and given him an IP and a Port to use for the Unity client I gave him. As of now, about 6 or so hours later he still hasn’t tested. (I can see the server log screen and only my tests because I can see the connecting IP)
It is one thing to create another ticket, it is another for it to get attention back to the original posted thread (and considering that individual told me NOT to send in multiple emails to support…) I was hoping he would read this and post as to what he wants done. Once he loads up the Unity client that was given to him, change the port and IP to the one I supplied to him and runs the project, he will have all the tools he needs to document if this is a bug or not.
As I said though Sam can verify what I am talking about with Fogbugz limitation. If I am not to allow that thread to get long then Joachim will probably ding me or so will Angry Ant about opening other cases. As you have pointed out though before to me, if I add information to a ticket it just needlessly pushes the ticket back up to the top.
I’ll give it until tomorrow to hear from the technician on the case and watch the server console, if no activity (most likely the case), I will open another ticket and in the body reference the first case like you suggest.
And in general submitting multiple cases on the same topic is something to avoid. But again, if there’s information you must add to this case and it’s blocking you based on max limits being hit, then it’s best to have the information somewhere rather than not at all.
FYI: hoping people read public postings is a risky game at best. Do you know who you’ve been working with on this? If so, have you tried contacting them directly instead of posting about all this here on the forums? That would seem a better way to ensure that they read about your issues (again, if you know who that is and have their information).
I know who I am working with and I have IM"ed them already on this ticket and that IM got read (out of my outbox and into my sent box) and as suspected didn’t respond to me. I sent a different email to someone else about what was going on and they responded that it would get looked into on monday and they responded to me letting me know that I needed to setup the server and give compiled code which I did but didn’t state if it was moved to them or still to the original technician. The original technician has no desire to respond to any IM’s to them about the ticket and already stated in the ticket how they are treating it.
I am just trying to get this test out of the way so it can be truly moved into the bug queue, unfortunately the original technician kept refusing to move it out of the bug queue and into the support queue until it was actually deemed a bug or not. All of this because of the lack of responses on the actual ticket itself by the technician, which is probably mute now since not even he can post to it most likely.
I am not naming names as to who the technician is or who I sent the email to, the technician in question just needs to tell me if the test worked or not (not the person I emailed on Friday). And I know if the technician actually tested it because I have physical proof of the test back to my server. Once he actually tests it in Unity and Unity crashes, he will have what he needs to say ‘woh a bug’ or ‘woh not a bug’, one puts it in queue to be fixed, the other does not. If it is not a bug with Unity, fine, if it is YOU need to know about it, either way I need to know.
Without him having desire to communicate with me within the ticket or through IM’s it makes it blatantly hard to troubleshoot. If he simply spent like 2 or 3 days of like 2 questions a day max, this would probably either be A) solved, or B) on some bug queue in the nethers of bug land.
FWIW, give folks time, it’s only the “next business day” and they may be looking into this already (with or without a reply), you do realize we, like most working folks, take weekends off, right?
Also, please keep in mind that just because you contacted them doesn’t mean you suddenly force yourself as their top-priority either, you go into their queue of work which may mean investigating this today or tomorrow or ??? The point is that our teams have lots on the go, they are dealing with multiple cases every single day, you don’t get first dibs just 'cause you PM’ed.
There just doesn’t seem to be any need to push this public as opposed to pinging them with a “I saw you read the PM, any word?”. That would go right to them, seem to encourage a polite follow up and avoid making this some sort of public “why won’t you reply” thread.
Totally understandable, I totally agree:
Wed Aug 05, 2009 4:04 pm
That is the date and time I sent the technician a PM asking for any status and if he needed further info since he wasn’t responding to my case questions on the case itself, so I guess thats Wed, Thr, Fri and now Mon Full business days without anything from the technician.
Granted I only opened the ticket back on July 19’th and it was mis-queued. (don’t get me started on that debacle) I get it about giving them time to work the ticket, but I am not sure about the issue itself being an issue or not and a simple connect to my server or a local server with my code would prove one way or another.
Sorry, I thought I read that you just sent the latest on Friday, my bad if I misread. Either way, dragging this all out in public and hoping someone reads it still seems like a rather ineffective tactic. Keep pinging the person you’re in contact with and go from there. You’ve got a contact, use them directly not forum posts you hope someone reads.
this post really shouldn’t have gone in to that much detail anyway it was more about figuring out how to pursue this outside or in leu of fogbugz, that and to bring out that fogbugz is still hosed and I am stuck based on what I was told in the wish list how to create tickets beyond how I am doing it and I didn’t really want to do a new ticket based on the old one.
The Email was to someone else to try to get help since the IM wasn’t working
