On 7/10/2012 1:58, Kevin Day wrote: > Maybe when people find bugs or enhancement requests we start to really > encourage them to create tickets? I don't really like the ticketing system on SourceForge. I don't like the SourceForge upgrade in general.
For paying customers, we use JIRA as ticketing system. That works very well. However: every time it comes to a vote whether or not to open our JIRA ticketing system for free-riders, a majority of the voters says "no" for many different reasons. One reason: paying customers are asked to register 3 to 5 e-mails in our ticketing system. Only those people can post a question. However: many companies "forget" to register the people eligible for support (even when we ask them multiple times). All the requests from people that aren't know to our ticketing system are put on hold, and need to be verified manually. It would be hell if we opened up the ticketing system for the world because it would be even harder to find who paid for support and who didn't. More than once I've answered a question on this free mailing-list in words similar to "are you really stupid or are you just kidding me" (you guys know my style). A while later I received an angry mail from the sales people saying: "that was a paying customer! Now we have to explain why he got an inappropriate response." In my defense I always say: "if it was a paying customer, why didn't he use the ticketing system?" That defense is countered by: "you should always be nice to people." I KNOW that I should be nicer to people, but... it should go both ways. For instance: people should threaten to sue me if I can't remove their own mail from the archives (see one of the previous answers). ------------------------------------------------------------------------------ Don't let slow site performance ruin your business. Deploy New Relic APM Deploy New Relic app performance management and know exactly what is happening inside your Ruby, Python, PHP, Java, and .NET app Try New Relic at no cost today and get our sweet Data Nerd shirt too! http://p.sf.net/sfu/newrelic-dev2dev _______________________________________________ iText-questions mailing list iText-questions@lists.sourceforge.net https://lists.sourceforge.net/lists/listinfo/itext-questions iText(R) is a registered trademark of 1T3XT BVBA. Many questions posted to this list can (and will) be answered with a reference to the iText book: http://www.itextpdf.com/book/ Please check the keywords list before you ask for examples: http://itextpdf.com/themes/keywords.php
