Subject: http://www.aeriagames.com/forums/en/viewtopic.php?t=1827333

While i appreciate the idea and believe it is long overdue to handle bugs transparently, there is more than one question that concerns me.

1. Why use google instead of internal webspace ?

2. What will happen or did happen to all those bug reports submitted via ticket system or forum ?

2a. Does anyone still work on all those bugs already reported via the old ways ?
2b. Do i have to re enter everything i already reported again into the new system ?
2c. Does this mean that aeria quits working on bug reports totally and just forwards the entries to the devs ?

3. How will any questions by those who review the reports from now on come back to the players ?

4. What is the preferred language to report bugs and what should players with bad english do ?

Why am i not surprised that none of my questions got any answer ?

I do get the impression the new bug report system is a simple plaything without relevance.
Exactly like the last one, as it seems to me.

Glitch / exploit reported... Status:Hold-Aeria 2012-08-24 17:14:32

I don't know what I did, but I have written a response to this before, I assume I closed the window before posting :/ Eitherway I am sorry that it took so long.

1. Aeria Games is using Google Drive for pretty much anything (as far as I have seen). This is not something only Aeria does, this is something a lot of companies, governments and institutions do (https://www.google.com/enterprise/apps/business/products.html#drive)
There are many pros for this.

2. All bugs reported via the ticket system or live bug report form will still be added to the huge list of bugs Aeria (and the devs?) has. This new bug report form does not mean that all previously reported bugs have vanished.

2a. As long as a ticket is not marked as 'Hold-customer', it is being/will be worked on. The same goes for bugs reported through the old bug report form (made by Andaro), the few ones that are left will also be verified and passed along.

2b. No, everything you have already reported via the old form or a ticket, does not need to be reported again. You can do so to make sure it gets checked out, as the bug report then gets checked out twice.

2c. Bug reports have and will always be verified by Aeria before sending it to the developers.

3. I cannot answer this, but I will come back on this.

4. The preferred language is always English, so always try to keep a report in English. If you feel you cannot explain the bug in understandable English, try it in your native language (or Spanish, I believe we have some Latino GMs).


About your stalled ticket: this does not mean that it will not be checked out at all. As long as a ticket is on 'Hold-Aeria', one of the GMs has the ticket in his or her queue meaning that eventually it will be dealt with. The GM(s) that focus on testing do however also have normal tickets they have to deal with.

I hope this helped.

And again, I'm sorry that I (or anybody else) didn't answer these before.

Pimorez wrote:

About your stalled ticket: this does not mean that it will not be checked out at all. As long as a ticket is on 'Hold-Aeria', one of the GMs has the ticket in his or her queue meaning that eventually it will be dealt with. The GM(s) that focus on testing do however also have normal tickets they have to deal with. I hope this helped. And again, I'm sorry that I (or anybody else) didn't answer these before.

No comments on putting sensitive data in foreign webspace. If all those companies do so, it seems to cut costs at least. Also, i do not believe a single person is to blame. With all the recent staff changes it is understandable that small things are unnoticed.

I already thought of entering the issue into a new ticket, but rules say i may not do so. Due to the nature of the reported exploit i do not believe entering it into a google system that shows information to anyone interested would be wise.
With over 4 months of aeria inactivity on that issue, i have already given up on it, as well as on the elementalist bugs reported via forum that are unnoticed for a similar time.

Anyway thanks for the answers. Would have been nice to put this information in the locked thread that announces the new report system.

Shalghar wrote:

Pimorez wrote: About your stalled ticket: this does not mean that it will not be checked out at all. As long as a ticket is on 'Hold-Aeria', one of the GMs has the ticket in his or her queue meaning that eventually it will be dealt with. The GM(s) that focus on testing do however also have normal tickets they have to deal with. I hope this helped. And again, I'm sorry that I (or anybody else) didn't answer these before.   No comments on putting sensitive data in foreign webspace. If all those companies do so, it seems to cut costs at least. Also, i do not believe a single person is to blame. With all the recent staff changes it is understandable that small things are unnoticed. I already thought of entering the issue into a new ticket, but rules say i may not do so. Due to the nature of the reported exploit i do not believe entering it into a google system that shows information to anyone interested would be wise. With over 4 months of aeria inactivity on that issue, i have already given up on it, as well as on the elementalist bugs reported via forum that are unnoticed for a similar time. Anyway thanks for the answers. Would have been nice to put this information in the locked thread that announces the new report system.

Any emails you send/receive is not in your own webspace, or is on your own webspace but still accessible by third partes, no comment on that. (I hope you get my point)

Google Drive is a trusted alternative for different kinds of applications used by businesses and institutions.

I am not blaming anybody for the speed of 'bug-tickets'. I am merely trying to explain why it goes so slow, although that's hard to do if you don't know how the whole system works.

If you think the priority of this bug is serious enough, go ahead and send in a new reply to the ticket, or ask a GS to pass it on, so it has to be looked at again before one puts it into the queue.

I will write a small FAQ about the new bug report form and see if that can be added to the topic.

Et voilà!

Pimorez wrote:

If you think the priority of this bug is serious enough, go ahead and send in a new reply to the ticket, or ask a GS to pass it on, so it has to be looked at again before one puts it into the queue. I will write a small FAQ about the new bug report form and see if that can be added to the topic. Et voilà!

Nice and fast work on the FAQ.

I have already been told by GM that another response on a ticket will shove it down the queue again, thus prolonging the time it takes. I have also been told no GS activity will fasten up anything bug report related and that i simply have to wait until someone, someday finds time to work on it.
I have tried ticket and forum report, one of them due to a possible exploit. No effect after several months.
Therefore, giving up after reporting was the only thing to do.
Let´s just hope the new system works better and that someone has an idea how to contact back someday, should questions arise.