Proper route for bug reports?

Non-Technical Threads Talk to a SUSE Technical Services Manager
1

My employer has a paid service contract for SUSE Enterprise Linux but we’ve never gotten any real help from the support organization. One ticket stayed open for months…

Here’s the deal today - we have found three different bugs in SLES11. If I call and open a ticket, nothing will be fixed. How do we notify Suse/Novell/Attachmate? Would it be better to make a forum post?

2

[QUOTE=mumblyjoe;20101]My employer has a paid service contract for SUSE Enterprise Linux but we’ve never gotten any real help from the support organization. One ticket stayed open for months…

Here’s the deal today - we have found three different bugs in SLES11. If I call and open a ticket, nothing will be fixed. How do we notify Suse/Novell/Attachmate? Would it be better to make a forum post?[/QUOTE]

I am confident that if you open a ticket we will take care of the issues.
open a ticket, and then respond to me with the ticket numbers.

thanks!
Mike

3

[QUOTE=mradford;20113]I am confident that if you open a ticket we will take care of the issues.
open a ticket, and then respond to me with the ticket numbers.

thanks!
Mike[/QUOTE]

I opened 10888520312 8 days ago. Today is the first contact I’ve had from the support technician. :frowning: Painfully obvious he hadn’t read the ticket. Kept insisting that he couldn’t address the problem until I submitted a supportconfig. Absurd. This is not a configuration issue and it’s not limited to one system.