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The difference between a problem and a feature request
When we run into a problem or detect what looks like a problem we submit a support ticket. That is as it should be and we get notified when the problem has been resolved.
However, we often come up with a request for a new feature. That is not a problem so a support ticket is not the proper route to take. As such we were posting these new feature requests in the discussion forum and they would garner additional discussion. It is appropriate to make these public and open for discussion. Now (as of about a week ago) we have the Improvement Request (IR). Good. Here is a section specifically setup for IR's and their public comment, though it could stand some improvement.
Here's my complaint. Previous IR's that have been submitted in the public forums have only partially been put into the new IR section. We were told by OS to submit these as service tickets so there are other IR's that reside in the service ticket section alone. By the way, those aren't public to the members.
Here is what I want. I want OS to comb the public forums and the service tickets for these IR's and put them into the new IR section. This is not because I don't want to move my own items there, but because by OS doing this they will see the big picture and will be in the best position to collate and summarize these.
->Rant = off
However, we often come up with a request for a new feature. That is not a problem so a support ticket is not the proper route to take. As such we were posting these new feature requests in the discussion forum and they would garner additional discussion. It is appropriate to make these public and open for discussion. Now (as of about a week ago) we have the Improvement Request (IR). Good. Here is a section specifically setup for IR's and their public comment, though it could stand some improvement.
Here's my complaint. Previous IR's that have been submitted in the public forums have only partially been put into the new IR section. We were told by OS to submit these as service tickets so there are other IR's that reside in the service ticket section alone. By the way, those aren't public to the members.
Here is what I want. I want OS to comb the public forums and the service tickets for these IR's and put them into the new IR section. This is not because I don't want to move my own items there, but because by OS doing this they will see the big picture and will be in the best position to collate and summarize these.
->Rant = off
-4
Comments
This is also why we opted to not to call our feedback tool "Submit a bug" or "Submit an improvement" we just wanted to get feedback anyway it came in. This gave us a more organic understanding what direction users need the product to go. I think we have been very open to our plans and have shared our major roadmap changes with you along the way.
I am glad there are some positives to the improvement area and I hope to improve it as we grow.