To ensure customer satisfaction, Snow Software's development and maintenance teams at R&D strive to keep the number of pending product issues to a minimum. Our 2018 reorganization efforts, aiming to enable the teams to focus on corrections, are starting to pay off: the known-issues backlog has dropped by almost 40% over the past few months.
If our release notes help you to understand what issues we resolve in a release, how do users stay up-to-date on the progress of items that don’t make it into the latest maintenance run? And is it possible to see if other users are experiencing similar issues?
Until now, looking for an answer to these questions required opening a support case. To improve this experience, and based on the number of requests for an Open/Known Problem Database on our Ideas Board, Support have now developed a known issues update service in the Knowledge Base/Customer Support Portal.
As of now, Support will publish known issues articles in the Knowledge Base, providing descriptions of reported issues, how to reproduce them, possible workarounds, and a release target  (if the issue has been scoped to a maintenance release). To receive automatic notifications about known issues, users can now subscribe to the relevant article in the Knowledge Base. When an article changes, for example, if a new workaround has been added, a fix has been made available, or if the status of the issue changes, subscribed users will receive an email detailing the change.
This solution ensures that users no longer need to open a support case to understand if progress is being made.
How does the service work?
Before creating a new issue, a Subject Matter Expert or Sustaining Engineer verifies the support case to ensure that the issue doesn’t already exist and that the problem is a legitimate product issue (not related to environment/hardware architecture, configurations, and/or settings)
Once the known issue is published in the Knowledge Base, users can subscribe to it. When a known issue is updated, these subscribers will receive a notification about the change.
How we prioritize fixing of known issues
Known issues can affect some, all, or just a few users, and we tend to prioritize problems with a wide impact area. The more users subscribed to an issue, the higher up on the prioritization list it will come, so it is important to subscribe to the issues that affect your environments, but it is equally important not to subscribe to issues that are irrelevant.
Finding known issues
Searching reported known issues is a key first step to determine whether or not an issue needs to be reported. Our ways of working focus on making it easy for users to find a match, but when in doubt, you can always open a Support Case. If verified as a product issue Support experts will either link such a query to an existing known issue, or create a new one, which users can then subscribe to.
Our Knowledge Base is a goldmine of information about our products, including technical documentation, release notes, deep technical descriptions, how-to guides, as well as installation and upgrade instructions. We strongly recommend all users to familiarize themselves with how the Knowledge Base works and its contents to get the most out of their investments in Snow technology.
Provide feedback on known issues
Finally, Support wants customer feedback. Use the comments section at the bottom of a Knowledge Base article to let us know if the information is useful, or whether additional clarification is needed.
How to use the Known Issues update service
- Go to the Customer Support Portal.
- Find an article about the issue you are interested in.
- Searching for these articles will provide the best overview because not only will you find Known Issues but related documentation and also issues that have been fixed.
- From the Knowledge base you can also find all Known Issues by filtering by Article Type - Known Issues.
- To receive updates subscribe to the article that describes the issue that is effecting you.
Given the complexities that can arise during the development of a solution, testing, and regression, release targets are always subject to change.