Home › Forums › Administration & Support › Website: Bug Reports, Feature Requests, Known Issues, and Changelog › BUG REPORT: Closing/deleting threads is not a bug resolution policy!
- Jul 8, 2020 at 10:12 pm #3657122PedestrianBPL Member
This is not a software/website bug report thread but a meta thread on how bug reports are resolved.
Many of us BPL members work in various technology businesses where customer bug reports/issues are a daily fact of life. I’ve *NEVER* seen the disregard BPL shows towards paying customers!
I’ll quote directly from another (now closed to further comment) bug report thread:
“We are having some technical difficulties and they are being worked on. It’s frustrating for the users and it’s frustrating for BPL as well.
The issue is resolved. I’m going to close this thread. Let’s move on.”
As a customer, I beg to differ! The issue is NOT resolved as it seems to crop up with increasing frequency! Many other customers surely feel the same way.
Please respect BPL customers’ time and patience! When someone reports an issue, please resolve the issue, post a resolution and ensure the buggy behavior does not crop up again the next day.
Closing and deleting threads is no solution.Jul 8, 2020 at 10:39 pm #3657128
I deleted / closed some threads. I was hoping that would move the discussion along to the topic at hand: backpacking. I apologize and will be mindful of the criticism in the future.Jul 9, 2020 at 7:23 am #3657147Mike MBPL Member
I had a thread closed- never got a reply that the issue was resolved or being worked on- it just simply vanished without a trace.
If the issue has been fully resolved- simply post that; add a big RESOLVED to the title. If the issue is being worked on, post that and add a big BEING WORKED ON to the title.
It’s the least you can do to recognize the fact that someone took the time to report an issue.Jul 9, 2020 at 7:47 am #3657148
I hear you and agree that RESOLVED or IN PROGRESS would make sense in the title.Jul 9, 2020 at 7:51 am #3657149Mike MBPL Member
that would be great- lets a person know that it’s been seen and being worked on (or resolved)
maybe you can start with this one :) still not working for me (not sure about other folks)
Jul 9, 2020 at 12:52 pm #3657185
- This reply was modified 3 weeks, 4 days ago by Mike M.
Ryan and I are discussing this topic currently. I’m going to hold off on your request pending the outcome of our conversation. I don’t want you to think I am ignoring the request. More soon.Jul 9, 2020 at 6:43 pm #3657264Rene RavenelBPL Member
A while back, I also suggested updating bug thread subjects with status. It was my response to this, in which I voiced the same frustrations as the OP here about threads being closed, and with them conversations cut short.
That thread was ignored and has since been deleted.Jul 17, 2020 at 11:46 am #3664893Ryan JordanAdmin
@ryanLocale: Central Rockies
Closing threads is not part of our “bug resolution policy”. It exists to streamline workflow, keep communications uncluttered, and minimize duplicity of issues that have already been logged into BPLTrac.
BPLTrac offers the public full transparency into what has been logged, and what we’re working on right now.
In addition, please read the cards on the “Info” list at BPLTrac:
They describe how we process bugs.
The new post from this week about 2020-2021 development plans discusses some of the challenges we’ve been facing with site maintenance, and what we’re doing to resolve those issues.
Regarding changing forum thread titles, we used to do that, but the forum database is so unwieldy right now that it can cause some query timeout errors. This will be resolved when we move the database to its own server, and we can return to that practice again. The timeline for that phase is detailed in the new post referenced above.
In the new site, we are hoping to separate this forum from the main forums to make it:
- Easier for users to report website issues;
- Integrate the direct and immediate notification of website issues with our company Slack channel for quicker response;
- Easier for moderators to update the community on issue status.
In the meantime, I hope BPLTrac has been providing enough transparency into what we’re working on right now so you don’t have to guess.
I’ll keep this thread open for a bit if anyone has any further questions after reviewing the resources I referenced in this post.Jul 17, 2020 at 1:03 pm #3664927Nick GatelBPL Member
@ngatelLocale: Southern California
From a user/customer perspective, I just want to come here and participate in the forums. I really don’t want to go to BPLTrac to figure out what you are doing in the background.
I think it would help everyone, if any significant changes are made, to insert a sticky post. For example, suddenly we couldn’t edit first posts. Then we couldn’t edit any post. Then we could edit first and subsequent posts within a short timeframe. Some figured out there was a 5 minute window. It would have be helpful if this was publicly announced each time something like these instances occur.
A few weeks ago the entire site went down for about 24 hours. I understand why, but had to spend a little of time verifying there was no problem on my end. Why not send an email to all members when something like this happens? I get email notifications at least once a week from BPL anyway.
I think this is the type of communication that can eliminate a lot of frustration from the community.Jul 17, 2020 at 1:17 pm #3664933Ryan JordanAdmin
@ryanLocale: Central Rockies
I’m hoping to install some type of notification system in the new site that notifies logged in members of status messages when needed.
Email blasts to our entire membership are expensive. More important, email is a risky way to communicate, due to poor open rates, people marking it as spam, or otherwise getting ticked off because you’ve “invaded their email space”. I understand those issues, and want to respect them by minimizing email communications and limiting it to only those folks who have opted in to receive our newsletter.Jul 19, 2020 at 4:51 pm #3665291Geoff CaplanBPL Member
@geoffcaplanLocale: Lake District, Cumbria
More important, email is a risky way to communicate, due to poor open rates…
For short messages such as notification of outages you can get the meat of the message right in the subject line:
BackpackingLight Notification: Website Will Be Down for Upgrade till 01:00 AM Tuesday
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