Before closing a Bug in ESRI software, reach out to the customer who found it to approve the resolution, work around or closure of the defect.

Idea created by fiona.renton on Jul 10, 2020
    New
    Score30
    • fiona.renton
    • nisha
    • mdriscoll_gis

    Before closing a Bug in the ESRI software, reach out to the customer who found it to approve the resolution, workaround or reason to close it.

     

    Recently the ESRI development team decided not to fix a bug I found without any interaction with me. (#BUG-000130643) 

    There is no way to interact with the team that made the decision. Technical support are not able to reopen bugs.

     

    I also work in IT. If I fix a defect in an application I have to get approval from the customer that the resolution is acceptable before closing the ticket. Please make this standard practice at ESRI.

     

    Please enhance ESRI customer service and have the development team work directly with customers on resolving bugs.