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9/26/2011 15:14:10   
Keanman
Member

Hi guys,

I was just wondering if something could be implemented so that when a support person sees an issue in a bugs forum, the specific post is updated when the support person starts working on the issue. Most game problems have some sort of ticket system and you know immediately when somebody is working on an issue regardless if it is resolved or not. From what I've seen so far on this forum, you only get an update after the support person has fixed the issue or if he/she is having problems duplicating the issue. Let me just give you an example.

About a week ago I reported a map down on AQW. I think it was greenguardeast. About 15 minutes later the servers were rebooted (I'm guessing because of this issue) and when I logged back in, greenguardeast worked. About 17.5 hours later, my post was updated by another support person saying "It appears to have been fixed". Not so much a problem. Last night I posted the same issue with tavern. There has been no update and the map still isn't working. I tried to repost in the general forum to draw some attention to the issue and my post was deleted saying it was in the wrong area and be patient as it could take more than 24 hours to resolve an issue. My question is how am I supposed to know the issue is even being looked at? An update saying something like "Looking into this issue." would be a great help.

Thanks.
AQW  Post #: 1
9/27/2011 8:15:00   
XxiBeefxX
Member

I see where you're coming from, and this does sound like it would work out better for not only the people who reported the bug, but for the people who are fixing the bugs too!

< Message edited by XxiBeefxX -- 9/27/2011 21:54:05 >
AQW  Post #: 2
10/4/2011 9:33:05   
  Grixus Faldor



 There is open-source ticketing providers online such as osTicket and OTRS which are among the more mainstream of these. They're all absolutely free and setting them up is easy. Though the decision lies with the coders ultimately, it would be nice to one day see a ticketing system. They provide backlinking to resolved issues that may be of relevance, thus reducing the amount of repeat questions, this is in the end much more effective than the forum search function.
AQ DF MQ AQW Epic  Post #: 3
10/13/2011 1:45:36   
The Legendary d4
Member

The priority really depends on how the severe the issue is.
If its a game breaking issue then you know it being fixed after you post it in forum or notify a mod.
If it just a minor problem like let say a monster is not in its original place then it will be fixed after they got all the higher priority problem fixed aka game breaking problems.
Usually if there is no edit in text of an AK/Mod in your post then your problem hasn't been confirmed or looked at YET but either way around someone will edit your post on how to fixed it,if its being looked at, or it is fixed.
So if you really wanna know if your problem is being looked at then go check your post after an hour or more,like I said if your problem is not game breaking it will be dealt later on,as long as you have post the problem it will get fixed soon.

Hope that clears it up, if you more questions please feel free to PM me ^^
AQW Epic  Post #: 4
10/13/2011 5:18:58   
  Grixus Faldor



 That's true, however, a ticketing system would act as the front for game support, IMO, most mainstream games have OTRS or some other ticketing system and because you can't subscribe to an individual thread on the forums you are at a disadvantage, with ticketing systems you get notifications for YOUR ticket and yours alone, plus it gives you suggestions for other tickets that may have reported a similar issue, it could also act as the bans appeals front also.
AQ DF MQ AQW Epic  Post #: 5
10/13/2011 13:19:39   
Everest
Moving Mountains


 Part of the problem with an implementation like this is that the bug reports the coders receive aren't all from the forums. They might fix a bug not knowing at all that it's been reported here. This is why we have AK groups for the bug forums, so they can streamline the reporting process to make it easier for the design staff to assess the bugs. However, the coders will generally look at these reports when they have a chunk of time free - so a message saying the bug has been reported will probably not result in an immediate fix anyway.

Secondly, we very much appreciate players reporting bugs and we make an attempt to thank anyone for doing so. But put bluntly, I'm not sure why there is a real need to update members that a bug they reported is being checked. We have set up the bugs forums to be as efficient as possible and to get the bugs fixed as quickly as the team can. This means you can inherently trust your bug will be checked. If it isn't fixed immediately, it's likely due to what I mentioned above. But you can trust your bug report will be looked over.
Post #: 6
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