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by breakingcups 1806 days ago
It exposes a very problematic communication pattern. The engineering team doesn't respond to the support team (accidentally or deliberately). The support team then just decides to close the issue instead of prodding the engineering team for an actual response (even if it's just "Yeah, we're not fixing it").

Now the issue is just in limbo and the only one who feels the pain is the customer.
1 comments
perlgeek 1806 days ago
Another "fun" interaction pattern: User reports a bug (or a feature request), several others subscribe to and/or vote for this to be solved, and then a service rep closes the issue because there wasn't any recent activity.

I've observed with with Atlassian where I wanted to report a Jira bug, but found that it had already been opened some years before, more than a hundred people had subscribed, bug was still closed as "no activity, must not be relevant". I just found the exact same bug reported for Jira Cloud (I had observed it in the on-prem version): https://jira.atlassian.com/browse/JSWCLOUD-8865 and it was closed there for the very same reason.

I didn't leave a comment because the original report described the issue perfectly, and adding a "me too" comment is just noise in the bug tracker. Guess I'll be noise in future :-(

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jaredsohn 1806 days ago
I don't think a 'me too' on this bug would be noise right now. Last activity was in 2019; having someone state the problem is still real in 2021 could impact if it gets fixed.
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breakingcups 1805 days ago
Not for Atlassian. I'm subscribed to several serious issues, ranging from usability and compatibility to causing actual data loss since about 2015. Each week I'll get "me too"s and "+1"s in my mailbox, but nothing from Atlassian.

Thankfully, they've deprecated their on-premise products, leading us to finally find a better alternative.

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