Op 31-08-10 15:15, inode0 <[email protected]> schreef: > On Tue, Aug 31, 2010 at 7:19 AM, [email protected] <[email protected]> wrote:
> > I think this shows one of the ways Red Hat support is failing its > customers to be honest. This isssue appears to affect everyone using > RHN hosted, at least it is affecting a very large number of customers > who have already reported it in several different places including the > one suggested above. How many times does it need to be reported before > someone who understands the code that was changed when it was > introduced will investigate it and fix it? How many more people need > to spend their time reporting it again and again? It should not > require a thousand customers to waste their time reporting the same > issue to get someone's attention. > > Whether you go through Red Hat support, or whether you open a bugzilla > ticket, or whether you report an issue on a mailing list or on IRC, > the actual key to success is accidentally getting the issue in front > of a developer who takes pride in their work and who will take it upon > themselves to check the report and deal with it. From my experience > Red Hat developers do have pride in their work and do want to resolve > issues like these. The problem is that the support structure makes it > incredibly frustrating to even try to get the issue in front of the > people who can resolve it. > > And if we do need 1000 people to vote a bug to a prominence that > alerts Red Hat support that it is serious please do use bugzilla where > customers can see that the issue has been reported already rather than > in 500 separate tickets none of the customers are aware of or can > comment on. In fact, if you are going to spend your time reporting a > ticket through Red Hat support I think the most effective way to do it > is to open a bugzilla ticket first, then open a ticket with Red Hat > support with a link to the public bugzilla ticket. That way the 1000 > "me too's" that are necessary to get some attention can be done in > public and in one place, on the bugzilla ticket. > > John > > _______________________________________________ > rhelv5-list mailing list > [email protected] > https://www.redhat.com/mailman/listinfo/rhelv5-list Thank you for your clarification. Our Academic Edition does not include RH support, only the software updates and the use of RHN. And I think we won't apply for RH support in the near future too, based on your experience and two times the same advice: open a ticket and find some more to get extra attention. This basically means, that your RH support contract doesn't really add up to the expectations you might have... I must say I don't have any experience at all, but when two RH affiliated replies advise just about the same... Enough said: the bug I submitted at bugzilla: https://bugzilla.redhat.com/show_bug.cgi?id=628963 Thanks, -- Br, Dennis _______________________________________________ rhelv5-list mailing list [email protected] https://www.redhat.com/mailman/listinfo/rhelv5-list
