Actually - I would consider the "fuzzing technique" for testing.
Cause -- all testing a " " would do is catch the space problem.
Fuzzing would try tons of things you would never think of. (tabs /
Null \0 / etc.....)
http://en.wikipedia.org/wiki/Fuzz_testing
Also - I would make the claim that - reporting is easier when the
comments are in a related table.
(most (maybe all) reporting tools know how to use related tables --
NONE of the reporting tools I know of know how to parse a Remedy diary
field)
Reporting -- it would be easier to produce a report of "high touch
tickets" by reporting on all tickets where comment.count > 10 -- or
something like that - if the comments were in a separate table.
My guess as to why the diary field exists (and still exists) - is two
reasons.
1) Original Remedy did not have push fields (or tables like we now
know them) -- and so the diary field solved the problem.
2) Diary fields == more licenses -- updating a simple status would
update the worklog - forcing a modify of the record - hence license
used -- aka $$$.
-John
On Sep 1, 2009, at 2:45 PM, Matt Reinfeldt wrote:
**
Warren,
I, like John, stopped using Diary fields long ago. As far as
reporting goes, yes, a join or a sub-report is what it takes to bring
that in, but I don’t think that’s a big deal, because… (wait for it…)
at least you can then view it in a readable format! Have you seen a
Diary field in a report? J Honestly, though, we don’t pull those
particular records into much more than the ‘print ticket’ reports, as
there’s no need.
As to how it was “missed”… good question, and I think that one more
use case has just been defined for the QA team. (note to self: test
not only NULL values, but a single space, too! … Honestly, I can see
how it was missed…. The real question is, how long will it take to get
a fix out?)
Matt R.
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG
] On Behalf Of Warren Baltimore
Sent: Tuesday, September 01, 2009 1:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Diary Field Issue - Attention - Remedy Product Defect.
**
I would think because it already is there!
As I sit here thinking about it, I can see some nice things about the
seperate form, but doesn't it create an added complication when it
comes to Reporting? It's one more join that would have to be
supported for reporting?
Or am I missing something here?
I'm very curious about this!
Oh, and the bug....that is incredibly bad! How do you miss that one?
Warren
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