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  1. #1
    Quality Assurance cathy_n_QA's Avatar
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    Exclamation How, when, and why to use the Bug Reporting form

    This is a post about the bug reporting form and how it's being used (and abused) these days. Here's the short version of what you need to know about bug reports.
    • Bug reports are processed by QA. They are not read by billing, customer service, technical support, designers, developers, management, CEOs, or stockholders. They are not passed up the chain or to other departments. They stay in QA.
    • The only kinds of bug reports that QA can do anything about are actual bugs. Anything else is deleted.
    Now for the long version...

    If you load up the bug reporting form, you will see at the top in big bold letters: "IF YOU NEED HELP, please do not use this form. Use one of these other options to receive timely assistance". At the bottom, you will see: "This form is for reporting bugs only. Bug reports are read and investigated by the QA department during normal business hours, Monday-Friday 9am-6pm EST. You will not receive a reply to your bug report."

    The reason it says all this is because the bug reporting form is not intended for:
    • Asking for help.
      If you need help, contact a GM. If you're stuck in a corner and can't get out, if a quest objective didn't tick off, if a required NPC didn't spawn, if you lost an item, if somebody is calling you names, if a plat farmer is sending you spam -- then contact a GM first. QA cannot help you with anything in the game. The general rule of thumb is, if you need assistance from a human being or you need a timely response to your query, then talk to a GM first. This can be done through the Help menu, which is accessed by selecting the ? icon on your menu bar. Choose New Ticket to file a help request.
    • Giving us your opinions.
      The correct place for opinions is on the forums. The Community Team reads the forums and pass your opinions directly to the developers. The developers themselves often read the forums, too. On the forums, your opinions are very likely to be heard. Via the bug report form... not so much. Any bug report we receive that is a) an opinion (good or bad), b) a rant, c) an idea, or d) a question is deleted. Sending non-bugs through the bug reporting form has the effect of making it take much longer for us to read the bug reports every day, all without conferring any appreciable benefit upon you.
    I realize that occasionally folks really want to be heard, and thus attempt to get their message through by using as many forms and forums as possible. I'm hoping that this post will help make more people aware that the bug reporting form is only for bug reports. We encourage you to make use of the other channels available to you should you need help or wish to offer your opinion. I've listed some of them below.
    • Customer Service: To speak to a Customer Service Representative (GM) while in the game, please go to the Help menu, which is accessed by selecting the ? icon on your menu bar. Choose New Ticket to file a help request. Your request will be handled in the order in which it is received. Please stay online while you wait for a GM. For non-urgent queries, or to ask questions while not in the game, you can use the In-Game Customer Service Forum.
    • Technical Support: If you have a Technical Support problem, then first check the DDO Knowledge Base for a resolution to your concern before contacting Turbine Technical Support. If your issue still cannot be resolved, go to our Online Support page and click on "Technical".
    • Billing Support: If you need to contact our Billing department, you can do so from our Account Support page.
    • Feedback and Discussion: Go to our main forum list, pick an appropriate discussion forum or sub-forum, and tell us what you think.
    Other Helpful Links

    Thank you for getting this far!
    Last edited by Tolero; 05-17-2010 at 03:28 PM.

  2. #2
    Founder Ziggy's Avatar
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    hey cathy you should probably sticky this.
    R.I.P. Xoriat 8/2/07 ______________[]Ninja Posts:726.5 bunninja is watching
    Information from devs ______________Member of Cupcake's Muskateers!____
    /wearing a Jiffy Pop pan tinfoil hat made by shecky

  3. #3
    Community Member Symar-FangofLloth's Avatar
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    Are typos appropriate to submit through the bug report? I encountered code in the NPC dialog boxes in Gianthold and bugged it.
    Former Xoriat-er. Embrace the Madness.

  4. #4
    Quality Assurance cathy_n_QA's Avatar
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    Quote Originally Posted by Symar-FangofLloth View Post
    Are typos appropriate to submit through the bug report? I encountered code in the NPC dialog boxes in Gianthold and bugged it.
    Yes, they are, and thank you!

  5. #5
    Community Member Dane_McArdy's Avatar
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    Thanks for taking the time Cathy~

  6. #6

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    Cathy,

    I tried to submit a basic bug on Risia the other day and I entered information into all the Required fields and clicked the submit button at the bottom... and absolutely nothing happened. So I clicked it about seventeen more times, all with no apparent effect.

    I haven't submitted any bugs on Live in quite some time so I don't know if it's a Risia only thing, but:

    Is that what's supposed to happen? Was my bug actually submitted or did something go wrong? If something went wrong, why no feedback on what was wrong?
    Have a question about the Eberron Setting?
    Ask a Loremaster.

  7. #7
    Quality Assurance cathy_n_QA's Avatar
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    Quote Originally Posted by MysticTheurge View Post
    Cathy,

    I tried to submit a basic bug on Risia the other day and I entered information into all the Required fields and clicked the submit button at the bottom... and absolutely nothing happened. So I clicked it about seventeen more times, all with no apparent effect.

    I haven't submitted any bugs on Live in quite some time so I don't know if it's a Risia only thing, but:

    Is that what's supposed to happen? Was my bug actually submitted or did something go wrong? If something went wrong, why no feedback on what was wrong?
    How long ago was this? What was the bug about? Did you submit it while logged in as your forum account?

  8. #8

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    Quote Originally Posted by cathy_n QA View Post
    How long ago was this? What was the bug about? Did you submit it while logged in as your forum account?
    Ooh it's like I'm submitting a bug report on the bug-report-submitting process.

    It was yesterday. The bug was about the grayed-out icon for Mass Cure Serious Wounds. I submitted it while logged into the game (through the in-game version of the form).
    Have a question about the Eberron Setting?
    Ask a Loremaster.

  9. #9
    Quality Assurance cathy_n_QA's Avatar
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    Quote Originally Posted by MysticTheurge View Post
    Ooh it's like I'm submitting a bug report on the bug-report-submitting process.

    It was yesterday. The bug was about the grayed-out icon for Mass Cure Serious Wounds. I submitted it while logged into the game (through the in-game version of the form).
    I didn't get that one... care to try from outside the game?

    http://www.ddo.com/forums/new_bug.php?

    Use Internet Explorer so you can see if IE is doing something like prompting you with a dialog. Players who don't use IE as their primary internet browser sometimes get bitten by this, as IE popups won't show in-game for you to click on them, and the page content won't work until you do.

  10. #10
    Founder Ziggy's Avatar
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    you still need to sticky this.
    R.I.P. Xoriat 8/2/07 ______________[]Ninja Posts:726.5 bunninja is watching
    Information from devs ______________Member of Cupcake's Muskateers!____
    /wearing a Jiffy Pop pan tinfoil hat made by shecky

  11. #11
    Community Member Talcyndl's Avatar
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    Quote Originally Posted by cathy_n QA View Post
    I didn't get that one... care to try from outside the game?

    http://www.ddo.com/forums/new_bug.php?

    Use Internet Explorer so you can see if IE is doing something like prompting you with a dialog. Players who don't use IE as their primary internet browser sometimes get bitten by this, as IE popups won't show in-game for you to click on them, and the page content won't work until you do.
    So if I don't use IE - or possibly if I have a pop up blocker set up - I may not be able to use the in-game bug reporting system?

  12. #12
    Community Member iamsamoth0's Avatar
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    Default From 1 tester...

    Some minor C bugs:

    The create party screen does not allow for a scroll bar so more than 2 toons are not visible.
    The window itself is not scalable, so players cannot see the complet info, and as mentioned before the list of people that wish to join.
    Inventory overflow is not handled when items are 'mailed', i.e. I had the overflow warning, I went to mailbox, mailed away several items, opening slots in my inventory, but, the warning tile stayed.
    PC's that are buffed up, to the gills, the 'examination' spills out of the screen, maybe there should be a scroll enabled section to the display. To fix I just have to click off the focus, but I am trying to confirm a buff that is used, and cannot.
    Beholder cookies have a text issue, the improper 'tense' of paralyze is used, I am not English major, so I could very well be wrong here, I think it should read 'paralyzation', nor am I a great speller.

    As I said most are C or D bugs, and most do not effect gameplay.
    TY for ur time!!

    Chunkss
    Aaliciaa
    Hauler
    /Of Spew
    Argonessen

  13. #13
    Community Member
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    Default hrm

    I think I may know why you are getting more and more non-relevant bug reports in your queues.

    Your GMs are telling people to.

    Out of the past, oh, let's say 10 GM requests, 8 of them have ended with a problem that was something that we needed fixed then, was by no means our fault, and we were told to bug report it.

    Now I generally take that to be "convert it into a bug, and bug report it" rather than "take your complaint/opinion and put it into a bug report", but after the level of frustration that one typically experiences with canned responses that lead to nothing but waiting and frustration, I can imagine that many "opinions" and other rants might sneak their way over to you.

    This is not to say that you are not right, but that sometimes it comes off a bit like Mother telling the child "Go ask Daddy" and then the Father saying "go ask Mommy". Confusion and frustration result.

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