If you suspect a defect in a software product, either call your local SupportCenter and open a Service Request, or submit a new Service Request online.
Once we receive the Service Request, a Corporate Applications Engineer attempts to duplicate the problem. The engineer also notifies Development Engineering and Quality Assurance by opening a new Defect Report (which is linked to your Service Request) through the Defect Report tracking system. Each Defect Report is tracked with a unique Defect Report tracking number. Engineers then meet regularly with product project teams to review new customer issues and to resolve open Defect Reports.
A Defect Report describes defects in released software and documentation products. Defect Reports have a priority rating that indicates the impact the problem has on the customer. An Enhancement Request (ER) is a customer request to add functionality to a product.
If a Defect Report is determined to have critical impact, it means the problem causes the software, a workstation, or network to crash. It may also mean the problem results in corrupt data, or produces incorrect or severely misleading results in an environment that is typical for the customer. The term 'workaround' means an alternative method can be used to obtain the same functionality.
Definition of Impact (Priority) Levels and Recommended Action for Defect Reports and Service Requests:
- Problem prevents use of tool on customer's critical path and there is no acceptable workaround
- Action: requires immediate acceptable workaround or patch
- Problem prevents use of tool soon to be on customer’s critical path and there is no acceptable workaround
- Problem impairs but does not prevent use of tool, and there is an acceptable workaround
- Problem effects productivity but is a minor inconvenience and an acceptable workaround exists