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Thread: How to escalate a bug



Permlink Replies: 4 - Last Post: Dec 22, 2017 1:33 PM Last Post By: Markus Humm
Josh Kelley

Posts: 75
Registered: 3/6/08
How to escalate a bug
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  Posted: Dec 15, 2017 3:43 PM
Is there any way to escalate a bug report with Embarcadero?

I have a bug (RSP-19064) that was just introduced by an Embarcadero
hotfix 3 months ago, was reported 3 months ago, and has not received any
feedback. It's a serious enough bug that it's keeping us from upgrading
to 10.2.2.

Would opening a paid support incident do any good? Should I email one
of the Embarcadero product managers or developer advocates? Which one?
Any advice?

Thanks.

--
Josh Kelley
https://www.joshkel.com/
Eli M

Posts: 1,346
Registered: 11/9/13
Re: How to escalate a bug
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  Posted: Dec 15, 2017 10:17 PM   in response to: Josh Kelley in response to: Josh Kelley
Could email marco cantu at embarcadero with a dot between the name to escalate. Seems like the VCL side is in his realm.

The paid support might get you a workaround if you ask for it.

It looks like the ticket is set to Internal Dev which means they recognized it as a bug (vs. saying Internal QA).

https://quality.embarcadero.com/browse/RSP-19064

My guess is it looks kind of low on the totem pole priority wise so a request for a workaround (or finding your own) might be the best short term solution.
Jeremy North

Posts: 402
Registered: 9/20/99
Re: How to escalate a bug
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  Posted: Dec 21, 2017 1:42 PM   in response to: Eli M in response to: Eli M
Eli M wrote:
Could email marco cantu at embarcadero with a dot between the name to escalate. Seems like the VCL side is in his realm.

The paid support might get you a workaround if you ask for it.

It looks like the ticket is set to Internal Dev which means they recognized it as a bug (vs. saying Internal QA).

https://quality.embarcadero.com/browse/RSP-19064

My guess is it looks kind of low on the totem pole priority wise so a request for a workaround (or finding your own) might be the best short term solution.

Using support incidents has yet to pay off for us. Still waiting for Berlin to be patched for the android keyboard issues.
Markus Humm

Posts: 5,113
Registered: 11/9/03
Re: How to escalate a bug
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  Posted: Dec 22, 2017 1:33 PM   in response to: Jeremy North in response to: Jeremy North
Am 21.12.2017 um 22:42 schrieb Jeremy North:
Eli M wrote:
Could email marco cantu at embarcadero with a dot between the name to escalate. Seems like the VCL side is in his realm.

The paid support might get you a workaround if you ask for it.

It looks like the ticket is set to Internal Dev which means they recognized it as a bug (vs. saying Internal QA).

https://quality.embarcadero.com/browse/RSP-19064

My guess is it looks kind of low on the totem pole priority wise so a request for a workaround (or finding your own) might be the best short term solution.

Using support incidents has yet to pay off for us. Still waiting for Berlin to be patched for the android keyboard issues.

Hello,

I asked Marco about the backspace issues (which afail got fixed in
Tokyo, but Tokyo was unuseable for bigger Android apps until update 2)
lately and he said that it might be difficult to backport these fixes to
Berlin. They had been under consideration for a Berlin update though.

I have one case where such a support case really payed off for me, as
EMBT developed a custom solution for me. What puzzled me was, that they
didn't yet implemented this regularily, as their solution does work and
could be useful at least for a small fraction of the customers and for
the others it would not be harmful.

Greetings

Markus
Markus Humm

Posts: 5,113
Registered: 11/9/03
Re: How to escalate a bug
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  Posted: Dec 16, 2017 12:50 AM   in response to: Josh Kelley in response to: Josh Kelley
Am 16.12.2017 um 00:43 schrieb Josh Kelley:
Is there any way to escalate a bug report with Embarcadero?

I have a bug (RSP-19064) that was just introduced by an Embarcadero
hotfix 3 months ago, was reported 3 months ago, and has not received any
feedback. It's a serious enough bug that it's keeping us from upgrading
to 10.2.2.

Would opening a paid support incident do any good? Should I email one
of the Embarcadero product managers or developer advocates? Which one?
Any advice?

Thanks.

Hello,

if you are on support and maintenance, you have 3 free incidents per
period. In that case you might get a hotfix by logging a case in the SA
support portal. Best is to reference to your QP report and it's good
that this one contains a demo project.

http://support.embarcadero.com/

Greetings

Markus
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