Make support tickets / bugs more public

Question

Make support tickets / bugs more public

55

We would all like to help Mendix make their platform better, but in my experience reporting an issue, creating a reproduction project, communication with Mendix support can be a time consuming enterprise. And may lead to developers not reporting a bug, because the process takes too much time, or does not lead to a desired result.

I would suggest a more "public" approach to the issues / bug reporting and tracking process where we can search, browse and collaborate. I've had several tickets in the past months that took a lot of time:

Figuring out what the issue was
How to reproduce the issue
Explain the issue to Mendix support

only to discover (once it has been forwarded to R&D for x time) that it is a known issue for R&D and reported by others. My idea is to have a more open bug tracking system (like bugzilla, github etc.). Some characteristics and benefits

All tickets are by default public, and thus searchable, browseable etc.
Certain information is private (either by the original poster or by Mendix) to allow for Customer specific details etc.
Issues can be reported and tracked once, similar issues can be linked, duplicates can be removed
Anyone can comment on the issue providing more information, reproduction steps, insights, workarounds, test versions etc.
Known issues per Mendix version is easily trackable
Saves time on: create, triage, update, track etc. of issues
Better Mendix platform
Happy community
Metrics on how often an issue occurs (how many applications / developers encounter this issue, e.g. via an "i have this issue too" button) which helps the prioritization process

I believe this would improve the overall support experience and process and will result in a better Mendix platform.

asked 2019-01-10

Stephan Bruijnis

5 answers

Stephan Bruijnis · Answer 1 · 2024-07-02

Point of frustration here:

Mendix did not update the known issues on 9.24.23 regarding Native build issues nor when Native Template 7.0.13 caused app crashes on Android

https://mendixcommunity.slack.com/archives/CMVNKFMC0/p1718891535623709
https://mendixcommunity.slack.com/archives/CMVNKFMC0/p1719933503365589

Even after repeated requests to Mendix support, this is getting really frustrating, since we spend a lot of time either stuck or debugging production issues and builds on Native apps because of the lack of transparency

Jason Teunissen · Answer 2 · 2024-05-21

Feature / bug / content bounty

https://community.mendix.com/link/space/studio-pro/ideas/4445

Jason Teunissen · Answer 3 · 2024-02-15

yup I really like how chromium does it.

Openbug tracking offers

- transparency

- collaboration

-efficiency

By making bug reports publicly accessible, developers can easily track issues, share insights, and collaborate on solutions. This fosters a sense of community and accountability, leading to faster resolution times and higher quality software.

Additionally, openbug tracking encourages user engagement, as community members can contribute by reporting bugs, providing feedback, and even submitting patches.

Ultimately, openbug tracking promotes a culture of openness and continuous improvement, benefiting both developers and users alike.

example:

https://www.chromium.org/for-testers/bug-reporting-guidelines/

Istvan Danyi · Answer 4 · 2022-06-16

Totally agree this idea! In addition, I also suggest to recognize this effort much more. So pls also notify the idea to Remunerate developers for reporting bugs.

Hope the current thinking could change at Mendix.

Mike Kumpf · Answer 5 · 2019-07-30

Great idea! I was reading the release notes for 7.23.7 this morning and saw all of the tickets that were solved and thought it would be great to have some visibility into those tickets. The way things currently work, I only get a small bit of of information about what the solved tickets are.