Bug Tracker

[Doudounka]

Hello,

Anyone know how long ti usually takes to have an answer on a bug we posted on the BUG TRACKER ?

Had a reply saying that in such and such cases Sugar can't display feeds (which is not our case) and they ended with : If this is not your case, could you provide the software environment, and the repeat steps for us to debug?

So I did provide more info and in depth info along with snapshots of the bug/problem.

But since then no reply, nothing. Cause it's getting urgent that they fix the problem or find a solution.

Thank you

[jmertic]

Can you let me know the bug # for this? I can look into it further.

That said, with good reproduce instructions, we should be triaging the bug fairly quickly.

[Doudounka]

Hello,

Thank you for your prompt answer. Here is the info.

Subject: Sugar Feed not displaying for normal users
Status: Pending
Number: 46162
Type: Defect
Product: Sugar
Sugar Edition: professional
Product Category: Dashlets
Code Fix Proposed: No
Private Bug: No
Priority: High
Found In Release: 6.1.2

You can disregard or not the thing about time/date on the feeds (tht is the way Sugar works we heard(from the forums) and we find it most inconvenient, but not a bug and mostly an amelioration to be made) and concentrate on the non-displaying of the feed for users.

Thank you

Have a nice day

[jmertic]

Hello,

Thank you for your prompt answer. Here is the info.

Subject: Sugar Feed not displaying for normal users
Status: Pending
Number: 46162
Type: Defect
Product: Sugar
Sugar Edition: professional
Product Category: Dashlets
Code Fix Proposed: No
Private Bug: No
Priority: High
Found In Release: 6.1.2

You can disregard or not the thing about time/date on the feeds (tht is the way Sugar works we heard(from the forums) and we find it most inconvenient, but not a bug and mostly an amelioration to be made) and concentrate on the non-displaying of the feed for users.

Thank you

Have a nice day

Definitely follow-up with the feature for the datetime display on the Activity Streams with an additional bug, since I think this is an important thing to track.

As for your original bug, I'm having trouble reproducing this as well. Could perhaps you try this on a fresh SugarCRM instance and see if it's reproducible there. If so, then provide very detailed reproduce instructions ( including your client and server configuration ) with the bug report.

Thanks!

[Doudounka]

Hello,

I am not sure what you mean by : fresh SugarCRM instance

Like I said on another post topic, we have a company that hosts and maintains Sugar for us, but we have to pay them whenever a bug arises (and they are plenty, and starting to cost a fortune to fix every little problem). I mean it's fine i we cause the problem , but when the bug suddenly appears or things don't work as they should overnight, i find it difficult to have to pay to have this fixed. So that's why we are trying to do as much on our own. Right now we are pilling up the bugs and defects (15 total as of today) and living with a very unpleaseant Sugar. Some of the bugs or defects I know can be fixed by going into the php files, but we have not acces to them nor are they willing to give us acces.

Sorry if I sound bitter, but we have the feeling that Sugar was maybe not the best option we could have gone for, it's starting to cost way more than we were told it would, and seems there is a high cost of just maintaining Sugar.

So i imagine the fresh SugarCRM instance would only be able to be done by the company that hosts our Sugar ?

Thank you

Have a nice day

[jmertic]

Hello,

I am not sure what you mean by : fresh SugarCRM instance

Like I said on another post topic, we have a company that hosts and maintains Sugar for us, but we have to pay them whenever a bug arises (and they are plenty, and starting to cost a fortune to fix every little problem). I mean it's fine i we cause the problem , but when the bug suddenly appears or things don't work as they should overnight, i find it difficult to have to pay to have this fixed. So that's why we are trying to do as much on our own. Right now we are pilling up the bugs and defects (15 total as of today) and living with a very unpleaseant Sugar. Some of the bugs or defects I know can be fixed by going into the php files, but we have not acces to them nor are they willing to give us acces.

Sorry if I sound bitter, but we have the feeling that Sugar was maybe not the best option we could have gone for, it's starting to cost way more than we were told it would, and seems there is a high cost of just maintaining Sugar.

So i imagine the fresh SugarCRM instance would only be able to be done by the company that hosts our Sugar ?

Thank you

Have a nice day

So when I refer to a "fresh SugarCRM instance" I mean a new install of Sugar with no customizations done to it. This helps us in determining whether the problem is something out of the box wrong with Sugar, or a side-effect of a customization or environmental issue ( which both of these situations still could be valid bugs, but it helps us in the reproduce/diagnose stage of bug triaging ). This could be something you would want to reach out to your hosting provider to do, since they do the primary hosting for you.

I completely understand your frustration, as you have put lots of time and effort into your Sugar instance as a tool to help drive your organization. We would definitely like to help solve this issue, as others are seeing it as well, but we need to be able to reproduce it in order to fix the problem. Whatever help you can give us here would be of immense help, and make the turn-around time of getting the fix into a future version of Sugar that much faster.

Don't let your opinion of Sugar be swayed by your hosting provider's support. Perhaps you may want to consider working with another provider with much more experience hosting and maintaining Sugar, as part of the issues you are seeing could be a combination of training or configuration issues on their end. We have a huge portion of our customer base using hosting solutions with success.

Thanks again for your understanding!