To err is human and because software – and also CADISON – is developed by humans it is possible that smaller errors may occur – which are commonly referred to as bugs (where the term bug is coming from you can find at the end of the article).
With this information we would like to show you our workflow regarding the subject of bug fixing, to give you more transparency in our work processes and also for a voice opportunity on a case-by-case basis.
It's not avoidable that software products have malfunctions. This is not the desired state but the reality with which we all have to live. The reduction of these malfunctions is a procedure within the quality management process (QM) of ITandFactory. This process is subject of an ongoing corrective procedure!
Which decision criteria exist for us if malfunctions occurred?
The vast majority of bugs are reported to the CADISON-hotline (phone, e-mail, fax, Netviewer…) by users through their daily use of the system. Our hotline team supports you to finding a solution to your problem. To this counts besides the know how of the team different check lists, testing procedures und comparisons of similar situations.
In doing so questions like
- Which release of CADISON are you using?
- Which CAD-platform in which release are you using?
- Which other third party product do you use?
- Did we understand your question correctly?
- Are the used data conclusive and correct?
- Is the malfunction reproducible?
- Is the function used according to the description (online help)?
- Did the user receive the necessary education in CADISON?
- ...
are being asked, to give our employees the chance to understand and grasp the problem correctly.
After this the actual bug fixing starts.
"Is the error known and exists a solution or workaround" is the first question we ask ourselves.
If yes, you will receive the appropriate information to avoid or remedy the error.
Is the error new to us and is classified as critical, then all customers will be informed through our technical newsletter. In addition this information will be made available in our download area under "important information".
Basically every day changes and adaptations are made at the program. Those will be made available to you within the next release (update). Only in isolated cases – and critical errors – ITandFactory reserves the right to immediately create minor releases, of which you will be informed by our technical newsletter.
For the rectification of bugs within the next release the following criteria apply:
- How serious is the bug?
- How high is the solution effort?
- Does a technical and decisive solution exist?
- Is the stability of CADISON negatively affected?
- Which after-effects have to be considered?
- Do cross effects exist which cause additional problems?
Not until after these questions are considered a decision is made as to if and when the bug will be fixed.
At the end of this process you receive the information, how and when ITandFactory will solve your problem. Should our suggestion not comply with your beliefs, you will of course have the chance of voice opportunity.
Bug: The word "bug" was already used during the 19th century for smaller errors within mechanical and electrical parts. Crackles and rustles in phone lines were supposed to be caused by small insects like bugs which were nibbling on the lines.
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