Logos - it subjectively feels like Bugs aren't getting acknowledged in a timely manner

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Ryan Gano (Faithlife) | Forum Activity | Replied: Tue, Sep 13 2016 9:00 AM

MJ. Smith:

Yes, I know there are several reasons you are especially busy ... but I'm starting to feel like bugs are getting acknowledged perhaps because I can't remember some of the bugs that Damian reported that haven't been acknowledge ... like the search that when autobuilt was in an invalid form lacking the milestone portion of the search ... or the screwed up tagging ... or .... so yes it may be subjective rather than objective but I'm still complaining.

I can imagine that it does feel like bugs aren't getting fixed as quickly as expected. This is likely caused by a number of factors:

1. Many of our developers worked through the summer in order to get 7.0 out on time. Since 7.0 shipped they've been able to breathe and see their families again. Some of them (like me) are even getting to take a vacation!
2. Anytime we have a major launch there are things we don't get into the final build. So we continue working on finishing up some of the remaining changes. This isn't often big whiz-bang features. More of a filling in the small gaps.
3. There are issues not reported on the forums that we're fixing.

That said, we are still watching the forums closely and attempting to fix issues according to priority rather than first-come first-served. The way we attempt to prioritize issues is both by severity of the issue and number of people affected. If you feel like specific cases should be fixed sooner rather than later please let us know what we've missed.

Ryan

PS: All of the same issues impact bug reporting. That impact is even more pronounced because we have less testers than developers.

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Ryan Gano (Faithlife) | Forum Activity | Replied: Tue, Sep 13 2016 11:58 AM

Jan Krohn:

Speaking of bugs, I reported two bugs in the German UI on the German forum yesterday. Not sure if Thomas is around (seems not...)

@Ryan, could you note them down for the backlog please?

I'll make sure Thomas is made aware of these issues.

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Thomas Reiter (Faithlife) | Forum Activity | Replied: Tue, Sep 13 2016 1:22 PM

Jan Krohn:

Speaking of bugs, I reported two bugs in the German UI on the German forum yesterday. Not sure if Thomas is around (seems not...)

@Ryan, could you note them down for the backlog please?

https://community.logos.com/forums/t/130694.aspx

Jan

Sorry, around but super swamped (These are on my agenda for the afternoon though, and I didn't want to respond until I had a chance to replicate)

Thomas

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Jan Krohn | Forum Activity | Replied: Tue, Sep 13 2016 8:09 PM

Thomas Reiter:

Sorry, around but super swamped (These are on my agenda for the afternoon though, and I didn't want to respond until I had a chance to replicate)

Oh... sorry. I didn't mean to rush you on this. I thought you might be on vacation, so I posted here again.

(Did we have this conversation before? It sounds vaguely familiar...)

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Ryan Gano (Faithlife) | Forum Activity | Replied: Wed, Sep 14 2016 7:22 AM

Sean:

I still think it would be much better if there were either a tool inside the program for submitting bugs or a page on logos.com (etc.) for doing the same rather than having to make a forum thread and wonder & hope for FL staff to see it.

We've looked into options for this. One advantage of using the forums for this type of reporting is that other users can see and respond to posts but wouldn't be able to respond to directly reported bugs. Having multiple eyes on the forum means people can get responded to (and oftentimes helped) during nights and weekends while many Faithlife devs are offline.

There are obvious disadvantages to using forums for this type of reporting and we're still looking for the proper balance.

Please continue to make recommendations about how we can better collect user reported bugs and issues.

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Dave Hooton | Forum Activity | Replied: Thu, Sep 15 2016 3:52 PM

Ryan Gano:

Sean:

I still think it would be much better if there were either a tool inside the program for submitting bugs or a page on logos.com (etc.) for doing the same rather than having to make a forum thread and wonder & hope for FL staff to see it.

We've looked into options for this. One advantage of using the forums for this type of reporting is that other users can see and respond to posts but wouldn't be able to respond to directly reported bugs. Having multiple eyes on the forum means people can get responded to (and oftentimes helped) during nights and weekends while many Faithlife devs are offline.

There are obvious disadvantages to using forums for this type of reporting and we're still looking for the proper balance.

There is an obvious reluctance to exposing internal bug reporting tools to users, and there is a reluctance to spend money on interfacing tools (free tools are often unsatisfactory as they cannot be customised to the Faithlife method of reporting and tracking bugs). Developers are ideal for commenting on (their) features and related issues but not ideal for tracking bugs in the forums. So it really comes down to Quality Control / Testing personnel, where Bob retired a couple in the last year! The MVP's act as a conduit to clarify forum bugs for Faithlife and to alert them internally, but it all fails when there are insufficient personnel to respond in a timely fashion.