Critical Bug: Department/Staff Drop Downs

[Kristie]

the work around i use with this bug is i assign the department first and then save and then i assign who it goes to

[NC Software]

Is it really that hard for Kayako to just fix this? As a developer I would be embarrassed by this bug and immediately resolve it.

[Jamie Edwards]

As posted previously, it will be fixed in 3.20.03: Kayako Bug Tracker - Viewing Issue #491 - Staff assignment cleared on dept. change even when staff is a member of that department

Thank you for posting that fix for others to implement before this, John.

[NC Software]

When is the estimated release for this Jamie?

[Jamie Edwards]

We aren't going to publish an estimated time of release for this build, as the roadmap continues to change.

[NC Software]

There is no road map for BUG fixes Jamie! Have the STABLE build published by the end of this month. Your car has already driven off of the road, how about mapping it back onto the road and get these heinous issues fixed! I also don't understand how you can have a "road map" so far into a release, this road is already traveled, aren't you working on v4 for a 2012 release?

[Jamie Edwards]

Hi Neal,

I am surprised you have missed the roadmap, as it gets posted in most threads and is currently stickied in this forum.

Kayako Bug Tracker - Roadmaps

Have the STABLE build published by the end of this month.

The simple response; no. The reason why; this does not leave enough time to complete the remainder of the 3.20.03 roadmap and ensure testing of the entire build, as well as allowing for a couple of release-candidate iterations for public testing.

Thanks,

[NC Software]

Thanks for the info Jamie. It's very unfortunate so many bugs exist that it requires a road map to get "back on the road" so many years into version 3 now! All I want is this heinous ajax combo box mix up fixed, not sure why you all can't post the files to upload as a hotfix and not make us wait for gobs of road mapped fixes instead. I suggest review Kayako's commitment to QUALITY to not have us suffer through issues like this which is why again, your mentor (vBulletin) uses a patch level update system. The time between fixes at Kayako is FAR too long. If something needs to be fixed, do the right thing and fix it!

[Jamie Edwards]

Hi Neal,

I suggest review Kayako's commitment to QUALITY to not have us suffer through issues like this which is why again,

We are doing exactly that; the only difference is, we haven't yet fixed the bug you find personally most important. You need to understand that every bug in the tracker is someone's most important issue.

vBulletin does not provide a 'patch level' update system; you cannot translate every bug fix made by vBulletin into a patch you can apply to your live copy. This is only done for security vulnerabilities.

It is not possible for us to create a patch for every bug fix and support it; too many dependencies exist, and new interdependencies are created throughout the course of a bug-fixing roadmap.

We offer access to nightly CVS builds for those who are eager to receive the fixes thus far, and accept the risks of running bleeding-edge builds.

[michael_S]

This issue is an annoyance at best, hardly a critical bug. The title of this thread is misleading and should be changed to:

Minor issue causes aneurysm in over-caffeinated Support Suite user.



Glad to see this will be fixed in .03, unfortunately, too late for our aneurysm victim who will never fully recover.

[PeteV]

While Neal is indeed using rather strong wording, we can relate to his frustrations.

We, our staff, and our users all comment continuously how "unfinished" eSupport seems to be. Generally, it leaves the impression that Kayako added far too many features too quickly, and left a lot of bugs in their releases. While some bugs are minor, others cause data loss, and a lot of wasted time due to inefficiencies of workarounds.

On the bright side, Jamie managed to convince us that Kayako is moving ahead fairly rapidly with their bug fixes (many of which really should have been addressed a long time ago), and even leaving not-so-critical feature additions for later.

So, while Kayako's past releases were rather disappointing, the current approach (as Jamie explains it) seems to be a great improvment.

However, the duration of many bug fixes (from the past) as they occur in the present leaves us frustrated at times, especially if "our" bugs were not fixed yet in a release.

[johnham]

Neil,

You have an owned license. Apply my fix. It works!!! I had an over caffeinated staff user that made me track it down Friday and he is completely happy.

It seriously will take you less than 5 minutes to fix.

Open notepad with the file indicated in my fix, press CTRL-G and type in the line number indicated.

Replace it with the line indicated.

Save and publish and you are DONE!!!

I have saved you 3 hours of learning how the Ajax system in SupportSuite works and done all of the leg work. My only satisfaction is that my support tech and you can use it.

PLEASE TRY IT!!!

If you have any problems post back here and I'll be happy to try helping you.

[NC Software]

Thanks John. Why can't Kayako post the files to change out to handle this fix? It obviously would take them an hour or so to resolve and simply post file changes for those of us with owned licenses and then we can get back to our work and not be fighting the kayako monster and their failure of Q/A constantly.

[johnham]

I would say Q/A and time management IS the reason they just don't arbitrarily post an bug fix here an a bug fix there.

I can give you a quick hack to fix this. But who know how many templates and languages this effects. I don't have to deal with customers having side effects or anything else.

Plus they do provide daily CVS builds and this bug not being critical it's just on a list. Say they fix it on April 25th but haven't scheduled release until May 30th. This means that you can get the CVS build at the end of the day the day the bug tracker says it is fixed and you don't have to wait the extra month.

I went ahead and posted the fix in the tracker comments so when the dev team hits this on their list (page 5) they will be able to quickly apply a fix and check it for Q/A with other pieces of the system.

As for me. Our bugs and problems with SupportSuite v3 have been rather minor. A HUGE improvement both functionally and in terms of bugs over v2! They have made vast strides over the last couple of years and their internal organization has become ship shape.

Their last bug tracker was a complete mess and now with Jamie at the helm, there is actually a plan and "roadmap". AWESOME!!!

I work on a dev team and we will NEVER be that organized. Keep up the good work guys!

[ecornet]

I only have 3249 lines in that file... huh?