At Jive, we are continuously listening to you, our Customers, on how we can improve. One of the ways we gather customer feedback is through support case surveys. Reading your comments, we have learned that you really want to be informed, proactively, when a bug that you have logged is fixed!
Based on this feedback, I am excited to announce that we are now updating all cases logged as a bug ("Waiting on Bug Fix" status) once they are fixed and committed to a release by Jive Engineering. For our JCS Gold and Platinum customers, your Technical Account Manager will continue to summarize the status of all of your cases for you.
We hope you love this improvement, and please continue to fill out the surveys and talk to your Technical Account Managers, so that we can further improve our Jive Customer Support Service for you!
Will this include all historical cases?
Jive is doing this for cases that have been updated on or after October 1st, 2014.
Does the status change after we have been notified?
Yes, as the resolution of your issue is now complete with the bug fix available in an upcoming Jive Cloud or Jive Custom (Hosted and On-Premise versions), the status will moved to closed.
Will all my bugs be resolved?
Each and every bug is reviewed and evaluated on a per case basis.
With cases going from Waiting on Bug Fix to Closed, how do I report on cases due to bugs?
Jive recognizes that many customers want to report on overall case statistics. For JCS Gold and Platinum customers, your TAM does this for you as part of the Operational Review. Coming in 2015, Jive will also be providing all customers with a Reporting API, where you can extract and report on all your case data (another common feature request!).
What if my bug can't be reproduced/figured out?
The benefit of this new process is that for those issues that are logged, but that Jive Engineering cannot resolve/reproduce, we will be able to re-open that case to continue the troubleshooting process to confirm the appropriate next steps--thereby ensuring a successful resolution to your issue.