We have already reevaluated this process from a conversation on DSLReports and the new process was and is well received. EG there is no longer an invalid option and you can comment on closed tickets.
Asking someone to go to the forums for support is not a bad request. Is it?
This already exists in sysadmin
You are mixing my words around. I specifically asked “What gain does the ticket give you over figuring it out here”. I did not say anything about what does a ticket gain you. My question is still valid what does the ticket give you over the forums. Do you (by you I mean anyone) think that by opening a ticket for something that can’t be replicated that suddenly someone will come along and replicate it? Do you think it expedites the process? Do you think it makes things easier to understand? It doesn’t do any of those things. When you work on something that can’t be reproduced in the forums and then you go open a ticket about it how does that help anyone?
Furthermore this whole issue is based around an issue that our own QA department has said is not an issue
Tested with RC1.24 release and the issue is resolved in latest ISO.Closing the ticket.
So how does opening another ticket (@tonyg opened FREEPBX-15128) about this help anyone? We should be dealing with the issue in the forums. Especially if our own QA team doesn’t run into it but individual users do.
When tickets are opened without valid information we provide this blurb to users
Thanks for reporting an issue, but you haven’t provided enough information for us to be able to investigate this further!
If you are reporting an issue with the GUI (Such as a ‘Whoops’ error, or something not doing what you’d expect it to do) please add a complete screenshot. In the case of the Whoops error, please ensure you have all the text visible, or, copy and paste all the text provided in the Whoops into the bug report.
Also, before you continue, please make sure you read the error message. It may be something easy for you to fix, such as ‘Unable to write to file’ or similar.
Please make sure you tell us which browser and operating system you’re using, too, in case that has any relevance.
If you are reporting a call being handled incorrectly, we need a complete call trace. If you have the Sysadmin module installed on your machine, you can attach a Support Pack to this ticket. That contains a trace of all calls made in the last 24 hours. It will be much easier for us to find the logs of the erroring call if you make sure that the problem you’re encountering happens immediately before you generate the support pack, so it will be easily visible. Make sure you say which extension/did/etc you are calling in and from so we can track it down.
If you don’t have the sysadmin module installed, ssh into your machine and run ‘asterisk -rvvv’, and then cause the error to happen. Paste the complete log (not just a couple of lines, we need all of it!) into a response here, or, to a pastebin site of your choice and link it here.
We also need to know:
- Software versions (FreePBX, Distro, Asterisk etc.)
- What you were trying to accomplish, exactly
- Steps to reproduce.
- What happened or didn’t happen.
- What did you expect to happen or not happen.
For further tips on how to provide good debug please see: http://wiki.freepbx.org/x/o4HNAQ
The ticket that was opened up against this original issue already had that however. It was in this thread.