Thank you for highlighting ways to improve our customer interactions for
defect related issues.
If the theory does not work as expected, we need to review it.
Defect updates should not really be once , and only after final release
of a fix.
It should be with every status change of the defect, which is meant for
If I understand you correctly, you are using the SR as a sounding board
to ask for regular defect updates.
This is still a manual process needing the engineer to regularly update
customers, and this could also fail.
If you are interested in a time frame for a defect fix, then I would
recommend that defects needs to be properly prioritized, in order for
developers to fix it in an acceptable time frame.
For this, both business and operational impact are captured and
communicated back to Engineering.
If on the other hand, a defect is not considered as high priority by
customers, then it will likely take more than a month to fix.
This is when automated defect updates are generally accepted by
An SR remaining open for over 3, 6, and 12 months due to defects, hardly
adds values, and does not reflect good practice…
If you were automatically updated via defect, every-time it changes
status, would that be acceptable?
I must reiterate that the SR is only “temporarily” closed until a fix is
released, or until such a time customers ask for it to be reactivated.
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