1 | Automic ticket owner / assigned-to person should be displayed. | Resolved | Resolved 2018.04.16 with migration to CA Communities. |
2 | Ability to add users to ticket watch list. | Resolved | |
3 | Function to export ticket to PDF. | Work-around available | Use operating system’s Print to PDF function. |
4 | Function to export INC/REQ/PRB lists in Excel/CSV format | Resolved | Resolved 2016.10.13 |
5 | Ability to rearrange columns | Unknown | |
6 | Ability to choose which columns to display (e.g., Customer Reference, Version, Environment, etc.) | Unknown | |
7 | Ticket lists should not be constrained in width to 1048 pixels. The width of the list should adapt automatically to the width of the window (or in the case of mobile devices, to the width of the screen). | Resolved | Resolved 2018.04.16 with migration to CA Communities. |
8 | Ability to attach files immediately when we are opening an incident. | Unknown | |
9 | Ability to attach more than one file at the same time. | Resolved | Very likely resolved 2018.04.16 with migration to CA Communities. |
10 | Session timeout too short (support.automic.com: 2 hours; downloads.automic.com: 30 minutes) | Unknown | Unknown |
11 | Ability to sort ticket lists by last modification date. | Unknown | Resolved 2018.04.16 with migration to CA Communities. |
12 | Problem tickets with a confirmed bug should have fields for:
- Jira ticket ID
- Fix version (e.g., a service pack ID)
- Fix release date (or estimated release date)
- Impacted components
- Any dependencies the fix has (e.g., a UI fix that depends on a corresponding AE fix)
| Resolved | Irrelevant following migration to CA Communities. Incidents will now remain open until a permanent fix has been provided. Problem tickets will no longer be visible to customers. |
13 | Decide on whether Jira tickets or problem tickets are the unique and canonical identifiers of software bugs. | Resolved | See item #12 above. |
14 | Emails copied to Case Comments should not include email headers, boilerplate, salutations, or the entire original problem description. Case comments should be succinct, and should be limited to only the actual content that is important to answering the question or resolving the problem. | Unknown | Idea: Updates to support tickets should be limited to new information relevant to the ticket |
15 | When opening a new ticket, the Specific Version pop-up menu should list versions reverse-numerically by major version, minor version, and fix level. | Resolved | |
16 | When text is entered in Description, Comments, etc., multiple contiguous spaces are concatenated into a single space. | Unknown | Resolved 2018.04.16 with migration to CA Communities. |
17 | “Error: The page you submitted was invalid for your session. Please click Save again to confirm your change” | Resolved | Very likely resolved 2018.04.16 with migration to CA Communities. |
18 | Truncated messages in Case Comments of problem tickets include a link that is not accessible. | Resolved | Resolved 2016.10.26 |
19 | It is not possible to see, from an incident, to what problem ticket the incident is linked. | Resolved | See item #12 above. |
20 | Conflict between problem ticket canonicalization and customer privacy. Find a way to protect customer privacy while still preserving the idea of having a single and unambiguous problem ticket for each bug. | Resolved | See item #12 above. 2016.11.28: Updates to problem tickets are now either entirely public, or private & inaccessible even to the customer to which the updates pertain. This is either worse or better than before, depending on your perspective. See this thread. |
21 | When Automic has confirmed that a problem is due to a software bug, Automic should provide the customer with the details of the problem, the fix, any work-arounds, etc. | Unknown | |
22 | Problem tickets should become automatically visible to all potentially affected customers. | Resolved | See item #12 above. |
23 | When a serious bug is found, Automic Support should automatically notify all potentially affected customers. | Unknown | |
24 | If a comment is added just after a ticket is opened, the ticket is removed from the queue, unnecessarily delaying handling of the ticket. | Resolved | Very likely resolved 2018.04.16 with migration to CA Communities. |
25 | Emails sent out about a ticket should always include a link to the ticket. | Unknown | Some emails are still sent out that lack a link to the ticket. |
26 | “Error: Insert failed. First exception on row 0; first error: UNABLE_TO_LOCK_ROW, unable to obtain exclusive access to this record: []” | Resolved | Very likely resolved 2018.04.16 with migration to CA Communities. |
27 | By default the customer contact should be set to the person opening the ticket. | Resolved | Resolved 2018.04.16 with migration to CA Communities. |
28 | Number of remaining days before automatic ticket closure should appear in reminder emails. E.g., “If we do not receive any update within 7 days, this request will be considered resolved and will be closed.” | Resolved | Resolved 2016.10.13 |
29 | The Automic Support web site traps right mouse clicks, disabling the browser’s contextual menu. | Resolved | Resolved 2018.04.16 with migration to CA Communities. Deliberate security through obscurity |
30 | File attachments on tickets should be visible & accessible. | Resolved | Resolved 2018.04.16 with migration to CA Communities. |
31 | Add Comment, Upload File, and Raise a Concern buttons should be moved to the top of the page. | Unknown | Unknown |
32 | No way to create a URL based on the ticket number. | Unknown | See this comment from January 2016. |
33 | Problem ticket numbers missing from downloads.automic.com. | Unknown | Resolved 2017.06.07, but back again on 2017.10.17. |
34 | Notification email not sent when ticket is automatically closed. | Resolved | Resolved (late 2017) |
35 | Enter key submits wrong form on login page | Resolved | Resolved 2018.04.16 with migration to CA Communities. |
36 | Unnecessary blank lines in email templates. | Unknown | Unknown |