View Solution records and software Defect and Enhancement Reports (DR/ER) associated with your Service Requests through the Service Request Detail page.

SR Detail

Select an SR # link in the SR list to open the detail page.

To view a solution, simply select the Solution Title link, which is typically the SR number, for example, "1-1111111."

Solution Attachments may have been added by the CAE. Attachments contain detailed information or links to additional data concerning the SR solution.

Associated DR/ER Information

Defect Report (DR): describes a functionality, usability, or performance defect in a released product or documentation.

Enhancement Request (ER): describes a customer request to add or change the functionality of a product.

DR/ER Numbering

Select the DR/ER# link in the Service Request list view to display the detail page, for example, "#00123456."

DR/ER Status Definitions

Submitted: DRs/ERs in this state are under initial review.

Assigned: DRs/ERs in this state are assigned to an engineer for further evaluation.

Info_Requested: Engineering requires additional internal information before they can continue work on a solution. If more customer information is needed, Mentor Graphics will contact the customer directly.

Postponed: DRs/ERs in this state have been reviewed and a decision has been made to not pursue a solution at this time. Issues will be reviewed at a future date and will either be implemented or closed.

Duplicated: A DR/ER in this state is not being worked on because it is exactly the same (duplicate) as a pre-existing DR/ER. As the original DR/ER is closed, all records marked as duplicates of the original automatically close as well.

Opened: DRs/ERs in this state are actively being worked on by an engineer.

Resolved: DRs/ERs in this state have had the appropriate files modified by an engineer, but have not been completely tested. Solutions to DRs/ERs in Resolved are typically not yet available to a customer.

Validated: DRs/ERs in this state have been successfully tested by QA and are awaiting the next available customer release for distribution.

Approved: DRs/ERs in this state have been tested and are approved for release to customers.

Closed: DRs/ERs in this state have either been fixed or a decision has been made not to fix. More specific resolution information associated with the DR/ER is also provided.

Resolution Type

All Closed DRs/ERs also have an associated Resolution. Resolution states are defined as follows:

Fixed: The DR/ER has been resolved and a solution is available (or will soon be available) to the customer.

Fixed Indirectly: The DR/ER has been resolved in the course of, or as a by-product of, fixing another problem. (The specific reason for the solution may not be known.)

Will Not Fix: A decision has been made not to implement a solution to the DR/ER.

Functions as Designed: The product works as originally intended and no modifications will be made.

Duplicate: DR/ER closed as a duplicate of an identical DR/ER.

Cannot Reproduce: Product works as originally intended, unable to reproduce problem as described.