> I wonder how many RFEs are bugs that need resolving? As part of the RFE review process, any requests that are actually defects are bounced back into the defect fixing process - at least for AR System. I'd estimate that this happens at least 5% of the time during reviews - maybe more.
Interpretation of what a defect is vs. an RFE is, however, not an exact science. The basic definition of a defect is something that is not working as documented. Note that this does not mean that it is not working "as expected" - and that is many times where the gray area occurs. The amount of work necessary to correct the issue, though, is not a criteria for declaring something a defect (i.e. a defect cannot be reclassified as an RFE just because it is complex to correct) - and if a technician does that, we bounce it back as a defect. Obviously each situation is different, so these are just general statements, but the point is that we do have process in place to try and ensure that true defects are treated as defects and do not stay in the RFE process if they have been incorrectly classified. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker Sent: Friday, April 29, 2011 12:28 AM To: arslist@ARSLIST.ORG Subject: RFE (No Plans to Implement) David, All, Another problem with RFEs would appear to be incorrect classification: Only yesterday, a global investment bank (also a JSS client) discovered a bug with the Midtier related to SSO. The client submitted a support ticket with a very simple question provided by JSS. BMC responded with an incorrect response. The client wrote back again and a second response arrived that was totally unacceptable: rather than fix it, the client should set a preference setting against a few thousand user records. The client wrote back a third time and was then told to submit an RFE because fixing the bug would involve major changes to the login process. To fix the bug, two lines of code need adding to the Midtier. This should take a couple of minutes. This is not an RFE, but a bug that needs resolving. The good news is, I believe we can fix the bug for BMC in SSO Plugin. I wonder how many RFEs are bugs that need resolving? John Baker _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
