Known Issues Lists - To make them really effective...
I have posted in the Forum for the ManageEngine software we use (ServiceDesk Plus) but I believe that this is an enhancement that could serve the entire community by at least, freeing-up some ManageEngine support time...
First, having a Known Issues list should be applauded as it is the type of transparancy and accountability that all customers should hope for and expect from software Developers. So, Bravo!
Two enhancement suggestions:
- List the earliest known build where the issue was detected - this is very important as it helps us narrow down whether it may be the issue we are suffering from
(NOTE: This is better than posting the date the issue was added/updated, although that would be good too as it would help us sort the list so we don't re-read old listed items) - Have a Description for the issue
- Give instructions to reproduce the issue. Customers need to be able to identify if it is the Known Issue we are experiencing. If it is not descriptive (the ServiceDesk Plus Known Issues list is a sentence that describes a situation without context), we have no choice but to ensure you are working on our issue by escalating a new Community post or support ticket and using ManageEngine/Zoho support time for something you already know about in many cases.
- If you find out about more cases or circumstances that effect the issue, please update the issue Description
- List workarounds (e.g. link to Community posts that provide workarounds) - this is a primary function of Incident Management and may help save customers significant time and frustration in some cases
- Allow up-voting on Issues so that your Team can understand the number of customers affected (or link to the Forum post that does perhaps)