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Customer Support Center
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Contents

What's the Customers Support Center?
The Customers Support Center is our bug-tracking and suggestion database. It allows you to make suggestions to improve SyrianSoft's products, as well as to report bugs you find in our products. You can search for existing bugs and suggestions, review their status, validate bugs, vote on the importance of bugs and suggestions, join discussions, and view published workarounds.

Signing In
To make suggestions, report bugs, join discussions, and post workarounds, you must be signed in.

Viewing My Tracked Bugs/Suggestions
An overview appears on the Customers Support Center Home page of all the bugs you've reported, as well as any other bugs you are tracking, and all the suggestions you've made, as well as any other suggestions you are tracking. To view specific bugs or suggestions, click their title. This will take you to the Bug Details or Suggestion Details page.

Searching for Bugs and Suggestions
Before submitting a bug or making a suggestion, you are required to search the Customers Support Center for an existing bug or suggestion that duplicates your own.

The default settings for both the basic and Advanced Search are as follows:
  • Search will look for "all words" (as opposed to "exact phrase" or "any of these words").
  • Search is case insensitive.
  • Search will look for both open and closed bugs.
  • Search will look for both bugs and suggestions.
  • It will search in these fields: title and description, category, and bug ID number.

In the Advanced Search, you can change nearly all of these default settings, and further refine your search by selecting options in the various fields.

Reporting a Bug
Once your search has confirmed that your bug has not been previously reported (Report a Bug, Steps 1 and 2), you're ready to complete the New Bug Form (Step 3). The fields in the New Bug Form are largely self-explanatory, but the care that you take in completing this form can make the difference as to whether or not your bug is fixed. Below are some guidelines to use when filling in the New Bug Form .

To report a bug by filling in the New Bug Form
  1. Fill in the Title field. Choose a concise yet descriptive title for your bug. Your bug's title should precisely convey the issue it identifies so it can easily be found and validated by others. If your bug only happens on a specific platform, include the platform name and version in the title. If it involves a specific application file or error code, include the name of the file or the error code number as part of the title.

      Note If you decide that your "bug" is really not a bug at all, but rather a suggestion (a request to change the design or behavior of the software), then make a suggestion. (See Making a Suggestion.)

  2. Enter the correct information in the Product Version, and Operating System fields. Without accurately filling these fields, your bug may not be reproducible, and could end up resolved as Not Repro. (See Lifecycle of a Bug.) Note that the Status and SyrianSoft Status fields are preset to New and Not Reviewed respectively, and cannot be filled in.

  3. Fill in the Description field. Give a detailed and specific description of your bug to expand upon your title.

  4. Complete the Steps to Reproduce field. Describe step-by-step how to reproduce your bug. Be as clear and specific as possible, giving only the steps actually required for the bug to occur (avoid superfluous steps).

  5. Fill in the Actual Results field. Describe what the application does when you follow the steps you just described.

  6. Complete the Expected Results field. Tell what the application should do were there no bug.

  7. Attach any relevant files. Include relevant log files and other supporting attachments that may help testers/engineers find and fix the problem.

  8. Click Submit.

Lifecycle of a Bug
You've found a bug and reported it. What happens now? Your bug will pass through a number of states before it's finally resolved and closed. These states are shown in the table below. Note that a suggestion goes through the same lifecycle as a bug, with the exception that a suggestion does not need to be validated.

Table 1. States/lifecycle of a bug

Status

Description

What Happens Next

New

When you first report your bug, it is New.

Validation of your bug by anyone else leads to the status of Validated. Your bug may also be Resolved without ever being validated. For instance, you may discover your bug is a duplicate of another bug, and so resolve it as Duplicate. (See Table 2 below for a description of possible resolutions.)

Validated

This is the status of your bug once another person validates it.

From here your bug is voted upon by other users and can be Resolved.

Resolved

You (if you opened the bug) or a SyrianSoft employee can resolve the bug in one of several ways. (See Table 2 below for a description of possible resolutions.)

Closed

Closed

Once your bug is resolved, you can close it. If you don't close the bug within 7 days after resolution, it will be closed automatically, and you will receive an e-mail notification that your bug is closed.

Reopened

Reopened

You can reopen your closed bug if appropriate. For instance, if your bug was resolved as "Not Repro" and closed, but now is reproducible with more information available, it can be reopened.

Validated (if previously unvalidated) or Resolved

Table 2. How a bug may be resolved

Resolution

What It Means

Duplicate

Already reported.

Not Repro

Unable to reproduce the bug.

By Design

This is a feature, not a bug.

Fixed

Your bug has been fixed.

Postponed

Postponed for future consideration.

Won't Fix

This issue won't be fixed in this version of the product.

Validating and Voting on a Bug
You can validate a bug if you are able to reproduce it as described in its Bug Details page. Bugs that are validated are much more likely to be addressed by SyrianSoft engineers. Bugs that are both validated and that receive a large number of votes as important are more likely to be given priority. A bug must be validated before it can be voted on.

Once you have found a bug that you would like to validate or vote on, click the title of the bug. This opens the Bug Details page.

To validate a bug
  1. Click on the title of the bug to open the Bug Details page.
  2. On the Bug Details page, in the Can Validate column, click Can validate.
  3. Confirm the information is correct in the Product Version and Operating System fields.
  4. If you need to edit any of the other fields, click Edit, and enter the appropriate information.
  5. Click Submit.

To indicate you are unable to validate a bug
  1. On the Bug Details page, in the Cannot Validate column, click Can't validate this bug.
  2. Confirm the information is correct in the Product Version and Operating System fields.
  3. If you need to edit any of the other fields, click Edit, and enter the appropriate information.
  4. Click Submit.

To vote on a bug
  1. Click the title of the bug to open the Bug Details page.
  2. On the Bug Details page, in the Voting column, click Vote on this bug.
  3. Click a radial button from 1 to 5 indicating your vote. 1 means you feel this bug is unimportant, 5 means you feel it is very important.
  4. Click Submit.

Discussing Bugs

To read the discussions of other users on a bug
  1. Click the title of the bug. This opens the Bug Details page.
  2. At the bottom of the Bug Details page, click a subject title under the Subject heading.

To comment on a bug
  1. To make a comment of your own on a bug, at the bottom of the Bug Details page, click New Comment.
  2. In the New Comment dialog box, enter your comment's subject title in the Subject field, and the text of your comment in the Message field.
  3. Click Send.

Tracking Bugs

To add a bug to My Tracked Bugs list
  1. Click the title of the bug. This opens the Bug Details page.
  2. At the top of the Bug Details page, in the Tracking column, click Add.

To remove a bug from My Tracked Bugs list
  • At the top of the Bug Details page, in the Tracking column, click Remove.

Posting and Viewing Workarounds for a Bug

To post a workaround for a bug
  1. Click the title of the bug. This opens the Bug Details page.
  2. At the top of the Bug Details page, in the Workarounds column, click Post a workaround.
  3. In the Workaround Entry Form, in the Title field, fill in a concise descriptive title for your workaround.
  4. In the Method Description field, describe as specifically as possible how you perform your workaround.
  5. In the Workaround Steps field, list in detail the steps describing how to use your workaround. Enclose code samples with <code><code/> tags.
  6. Click Submit.

To view existing workarounds for a bug
  • You will find any workarounds that have been reported for a bug on the Bug Details page. Near the bottom of the page, next to the Workarounds heading, click the workaround title you wish to view.

Editing a Bug
You can only edit a bug that you opened (unless you are an MVP or SyrianSoft employee).

To edit a bug
  1. Click the title of the bug to open the Bug Details page.
  2. On the Bug Details page, click Edit near the bottom right of the page.
  3. Make your edits in the fields provided.
  4. Click Submit.

Changing the Status of a Bug
You can only change the status of a bug that you opened (unless you are an MVP or SyrianSoft employee). This includes resolving, closing, and reopening a bug. Note that a bug must be resolved before it can be closed.

To resolve a bug
  1. On the Bug Details page, click Edit near the bottom right of the page.
  2. In the Status drop-down list box, click Resolved.
  3. In the Resolution drop-down list box, click the resolution desired.
  4. Only if you are resolving a bug as Duplicate, enter the other (duplicate) bug's ID number in the Duplicate Bug ID field.
  5. Click Submit.

To close a bug
Note that you can only close bugs you reported, and you can only close a bug after it's been resolved. To resolve a bug, see To resolve a bug.
  1. On the Bug Details page, click Edit near the bottom right of the page.
  2. In the Status drop-down list box, click Closed.
  3. Click Submit.

To reopen a bug you closed
Note that you can only reopen bugs you reported, and you can only reopen a bug after it's been closed (unless you are an MVP or SyrianSoft employee).
  1. On the Bug Details page, click Edit near the bottom right of the page.
  2. In the Status drop-down list box, click Reopened.
  3. Click Submit.

Making a Suggestion
Once your search has confirmed that your suggestion has not already been made (Make a Suggestion, Steps 1 and 2), you're ready to complete the New Suggestion Form (Step 3). The fields in the New Suggestion Form are largely self-explanatory, but your care in completing this form can make the difference as to whether or not your suggestion is ultimately implemented. Here are some guidelines to use when filling in the New Suggestion Form .

To make a suggestion by filling in the New Suggestion Form
  1. Fill in the Title field. Choose a concise yet descriptive title for your suggestion. Your suggestion's title should precisely convey the issue it identifies, so it will be found and voted on by others.

      Note If you decide that your "suggestion" is really not a suggestion at all, but rather a bug (a software problem caused by mistakes in implementation or design), for Problem Type select the "Bug" option. This will change the page, allowing you to report a bug. (See Reporting a Bug.)

  2. Enter the correct information in the Product Version, and Operating System fields. This will help other developers and SyrianSoft engineers to readily and accurately evaluate your suggestion. Note that the Status and SyrianSoft Status fields are preset to New and Not Reviewed respectively, and cannot be filled in.

  3. Fill in the Problem Statement field. Write a detailed and specific description of the problem your suggestion addresses.

  4. Complete the Solution field. Give a clear and complete description of your proposed solution.

  5. Select the benefits your suggestion offers using the check boxes on the form.

  6. State any workaround you currently use. Enter this information in the How do you go about it now? field.

  7. Add any useful attachments.

  8. Click Submit.

To vote on a suggestion

  1. Click the title of the suggestion to open the Suggestion Details page.
  2. On the Suggestion Details page, in the blue Voting bar, click Vote on this suggestion.
  3. Click a radial button from 1 to 5 indicating your vote. 1 means you feel this suggestion is unimportant, 5 means you feel it is very important.
  4. Click Submit.

Discussing Suggestions

To read the discussions of other users on a suggestion
  1. Click the title of the suggestion. This opens the Suggestion Details page.
  2. At the bottom of the Suggestion Details page, click a subject title under the Subject heading.

To discuss a suggestion with other users
  1. To make a comment of your own on a suggestion, at the bottom of the Suggestion Details page, click New Comment.
  2. In the New Comment dialog box, enter your comment's subject title in the Subject field, and the text of your comment in the Message field.
  3. Click Send.

Tracking Suggestions

To add a suggestion to My Tracked Suggestions list
  1. Click the title of the suggestion to open the Suggestion Details page.
  2. At the top of the Suggestion Details page, in the Tracking column, click Add.

To remove a suggestion from My Tracked Suggestions list
  • At the top of the Suggestion Details page, in the Trackign column, click Remove.

Editing a Suggestion
You can only edit a Suggestion that you opened (unless you are an MVP or SyrianSoft employee).

To edit a Suggestion
  1. Click the title of the Suggestion to open the Suggestion Details page.
  2. On the Suggestion Details page, click Edit near the bottom right of the page.
  3. Make your edits in the fields provided.
  4. Click Submit.

Changing the Status of a Suggestion

You can only change the status of a suggestion that you opened (unless you are a MVP or SyrianSoft employee). This includes resolving, closing, and reopening a suggestion. Note that a suggestion must be resolved before it can be closed.

To resolve a suggestion
  1. Click the title of the suggestion to open the Suggestion Details page.
  2. On the Suggestion Details page, click Edit near the bottom right of the page.
  3. In the Status drop-down list box, click Resolved.
  4. In the Resolution drop-down list box, click the resolution desired.
  5. Only if you are resolving a suggestion as Duplicate, enter the other (duplicate) suggestion's ID number in the Duplicate Suggestion ID field.
  6. Click Submit.

To close a suggestion
Note that you can only close suggestions you reported and you can only close a suggestion after it's been resolved. To resolve a suggestion, see To resolve a suggestion.
  1. On the Suggestion Details page, click Edit near the bottom right of the page.
  2. In the Status drop-down list box, click Closed.
  3. Click Submit.

To reopen a suggestion you closed
Note that you can only reopen suggestions you reported (unless you are an MVP or SyrianSoft employee), and you can only reopen a suggestion after it's been closed.
  1. On the Suggestion Details page, click Edit near the bottom right of the page.
  2. In the Status drop-down list box, click Reopened.
  3. Click Submit.