Known Participant

Answered

A Public Issue Tracker is Needed!

Forum|Forum|3 years ago
May 9, 2022
10 replies
2500 views

Adobe's handling of bugs is absolutely inappropriate.

The proper way to handle this is to have a public issue tracker where people can search to see if a bug has been reported, add their own comments and reports, and see what the status of the bug report is.

When the goal is like Adobe's to keep customers from knowing anything in order to allow Adobe to never fix bugs, this approach works just fine.

If Adobe were interested in fixing bugs, this setup is inexcusable to the point that someone should be fired for not setting up an appropriate interface.

It is fine for Adobe to use internal issue trackers for details that are only related to the steps developers take to remedy bugs. That does not excuse the utter neglect and contempt for customers expressed by not having a proper public bug tracking system.

Further, it is not acceptable for people like Pete Green to censor the very real issues that are going on here while claiming that they solicit customer feedback. You can't have it both ways. Either you take customer feedback and don't delete the posts, or you delete the posts and acknowledge you don't care about how customers are affected.

This topic has been closed for replies.

Correct answer Pete.Green

Hi Asher,

This forum you're on is a Public Issue Tracker.

You write,

where people can search to see if a bug has been reported

This forum is searchable.

The proper way to handle this is to have a public issue tracker where people can... add their own comments and reports

This forum allows for customers to add comments, votes, and create new reports.

The proper way to handle this is to have a public issue tracker where people can... see what the status of the bug report is.

This forum allows customers to check the status of bug reports, i.e. Fixed bugs, Acknowledged bugs.

Bugs are not-only trackable here, but also in our fixed issues documentation with direct links to the threads reported by customers.

I hear you that you want something different, but the differences you've written about to us are available here. Sorry it isn't to your liking, we're continually working on improving the experience here. Stay tuned.

Regards,

Pete

Conrad_C

Community Expert

Just curious…is there another commercial software company that has what you’re asking for? It seems like a lot of them are not willing or able to provide that level of detail.

@Asher- wrote:

The proper way to handle this is to have a public issue tracker where people can search to see if a bug has been reported, add their own comments and reports, and see what the status of the bug report is.

Something other than what is already done in the Bugs and Ideas sections of the forum? In those sections, posts are voted on by users, are searchable, and often responded to by Adobe, and with status. They may not respond to every single issue, but definitely to many of the more important issues.

@Asher- wrote:

When the goal is like Adobe's to keep customers from knowing anything in order to allow Adobe to never fix bugs, this approach works just fine.

It is not clear that is totally the case. Example: The Fixed Issues in Photoshop release notes not only list fixes and changes, but many of them actually link back to the originating post in this forum where it was reported, to publicly document both the problem and how it was addressed.

Not trying to criticize, just to understand more about how what you’re looking for is different than what is already provided, which again, seems to already reveal more than other software companies out there. Particularly the last point. I can’t name another commercial software company that actually provides a release notes link back to a public post where the issue was originally reported and discussed. They may be out there, but I haven’t run into them.

Given what is currently available, if the goal really is to “keep customers from knowing anything,” they need to at least strip all of that public transparency out of the release notes. It’s OK to ask them to do more, but first acknowledge what is already available, because it isn’t nothing.

Asher-Author

Known Participant

Have you ever used a bug tracker?

Every developer that has developed anything is thoroughly familiar with how they work. Any person who has ever filed a bug report with any normal company has used one. Adobe is the only company I'm aware of that does not follow this pattern.

TheDigitalDog

Inspiring

https://community.adobe.com/t5/photoshop-ecosystem-bugs/how-do-i-write-a-bug-report/idi-p/12373403

All are outlined here.

In addition:

https://www.lightroomqueen.com/send-bug-report-feature-request-adobe/

Author “Color Management for Photographers" & "Photoshop CC Color Management/pluralsight"

Asher-Author

Known Participant

[abuse removed by moderator]

Asher-Author

Known Participant

Adobe's handling of bugs is absolutely inappropriate.

The proper way to handle this is to have a public issue tracker where people can search to see if a bug has been reported, add their own comments and reports, and see what the status of the bug report is.

When the goal is like Adobe's to keep customers from knowing anything in order to allow Adobe to never fix bugs, this approach works just fine.

If Adobe were interested in fixing bugs, this setup is inexcusable to the point that someone should be fired for not setting up an appropriate interface.

It is fine for Adobe to use internal issue trackers for details that are only related to the steps developers take to remedy bugs. That does not excuse the utter neglect and contempt for customers expressed by not having a proper public bug tracking system.

Further, it is not acceptable for people like Pete Green to censor the very real issues that are going on here while claiming that they solicit customer feedback. You can't have it both ways. Either you take customer feedback and don't delete the posts, or you delete the posts and acknowledge you don't care about how customers are affected.

Asher-Author

Known Participant

Adobe's handling of bugs is absolutely inappropriate.

The proper way to handle this is to have a public issue tracker where people can search to see if a bug has been reported, add their own comments and reports, and see what the status of the bug report is.

When the goal is like Adobe's to keep customers from knowing anything in order to allow Adobe to never fix bugs, this approach works just fine.

If Adobe were interested in fixing bugs, this setup is inexcusable to the point that someone should be fired for not setting up an appropriate interface.

It is fine for Adobe to use internal issue trackers for details that are only related to the steps developers take to remedy bugs. That does not excuse the utter neglect and contempt for customers expressed by not having a proper public bug tracking system.

Further, it is not acceptable for people like Pete Green to censor the very real issues that are going on here while claiming that they solicit customer feedback. You can't have it both ways. Either you take customer feedback and don't delete the posts, or you delete the posts and acknowledge you don't care about how customers are affected.

Pete.Green

Correct answer

Hi Asher,

This forum you're on is a Public Issue Tracker.

You write,

where people can search to see if a bug has been reported

This forum is searchable.

The proper way to handle this is to have a public issue tracker where people can... add their own comments and reports

This forum allows for customers to add comments, votes, and create new reports.

The proper way to handle this is to have a public issue tracker where people can... see what the status of the bug report is.

This forum allows customers to check the status of bug reports, i.e. Fixed bugs, Acknowledged bugs.

Bugs are not-only trackable here, but also in our fixed issues documentation with direct links to the threads reported by customers.

I hear you that you want something different, but the differences you've written about to us are available here. Sorry it isn't to your liking, we're continually working on improving the experience here. Stay tuned.

Regards,

Pete

Asher-Author

Known Participant

Adobe's handling of bugs is absolutely inappropriate.

The proper way to handle this is to have a public issue tracker where people can search to see if a bug has been reported, add their own comments and reports, and see what the status of the bug report is.

When the goal is like Adobe's to keep customers from knowing anything in order to allow Adobe to never fix bugs, this approach works just fine.

If Adobe were interested in fixing bugs, this setup is inexcusable to the point that someone should be fired for not setting up an appropriate interface.

It is fine for Adobe to use internal issue trackers for details that are only related to the steps developers take to remedy bugs. That does not excuse the utter neglect and contempt for customers expressed by not having a proper public bug tracking system.

Further, it is not acceptable for people like Pete Green to censor the very real issues that are going on here while claiming that they solicit customer feedback. You can't have it both ways. Either you take customer feedback and don't delete the posts, or you delete the posts and acknowledge you don't care about how customers are affected.

Asher-Author

Known Participant

[abuse removed by moderator]

Asher-Author

Known Participant

Adobe's handling of bugs is absolutely inappropriate.

The proper way to handle this is to have a public issue tracker where people can search to see if a bug has been reported, add their own comments and reports, and see what the status of the bug report is.

When the goal is like Adobe's to keep customers from knowing anything in order to allow Adobe to never fix bugs, this approach works just fine.

If Adobe were interested in fixing bugs, this setup is inexcusable to the point that someone should be fired for not setting up an appropriate interface.

It is fine for Adobe to use internal issue trackers for details that are only related to the steps developers take to remedy bugs. That does not excuse the utter neglect and contempt for customers expressed by not having a proper public bug tracking system.

Further, it is not acceptable for people like Pete Green to censor the very real issues that are going on here while claiming that they solicit customer feedback. You can't have it both ways. Either you take customer feedback and don't delete the posts, or you delete the posts and acknowledge you don't care about how customers are affected.

Asher-Author

Known Participant

Adobe's handling of bugs is absolutely inappropriate.

The proper way to handle this is to have a public issue tracker where people can search to see if a bug has been reported, add their own comments and reports, and see what the status of the bug report is.

When the goal is like Adobe's to keep customers from knowing anything in order to allow Adobe to never fix bugs, this approach works just fine.

If Adobe were interested in fixing bugs, this setup is inexcusable to the point that someone should be fired for not setting up an appropriate interface.

It is fine for Adobe to use internal issue trackers for details that are only related to the steps developers take to remedy bugs. That does not excuse the utter neglect and contempt for customers expressed by not having a proper public bug tracking system.

Further, it is not acceptable for people like Pete Green to censor the very real issues that are going on here while claiming that they solicit customer feedback. You can't have it both ways. Either you take customer feedback and don't delete the posts, or you delete the posts and acknowledge you don't care about how customers are affected.

Asher-Author

Known Participant

The proper way to handle this is to have a public issue tracker where people can search to see if a bug has been reported, add their own comments and reports, and see what the status of the bug report is.

When the goal is like Adobe's to keep customers from knowing anything in order to allow Adobe to never fix bugs, this approach works just fine.

If Adobe were interested in fixing bugs, this setup is inexcusable to the point that someone should be fired for not setting up an appropriate interface.

It is fine for Adobe to use internal issue trackers for details that are only related to the steps developers take to remedy bugs. That does not excuse the utter neglect and contempt for customers expressed by not having a proper public bug tracking system.

Asher-Author

Known Participant

The proper way to handle this is to have a public issue tracker where people can search to see if a bug has been reported, add their own comments and reports, and see what the status of the bug report is.

When the goal is like Adobe's to keep customers from knowing anything in order to allow Adobe to never fix bugs, this approach works just fine.

If Adobe were interested in fixing bugs, this setup is inexcusable to the point that someone should be fired for not setting up an appropriate interface.

It is fine for Adobe to use internal issue trackers for details that are only related to the steps developers take to remedy bugs. That does not excuse the utter neglect and contempt for customers expressed by not having a proper public bug tracking system.

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