FAQ on our Process of Tracking Software Bugs

How can I track software bugs reported by me?

VertiGIS tracks software bugs in a common development tool and provides live views into this system via VertIGIS Product Changelog. In the Product Changelog, all bugs are listed, but you can filter to your own tickets or to the tickets of your organization.  

Details: Filtering on own Tickets or Tickets of own Organization

How can I add additional information to a closed ticket?

There are two options available, depending on the time since the ticket has been closed.

• Within 28 days, you can add any comment to a ticket and the ticket will be reopened automatically.
• From 28 days, you can create a follow-up ticket to add additional information. The original ticket and the follow-up ticket are connected.

How can I escalate a ticket if I am not satisfied with its progress?

You can simply ask for an escalation within the ticket or in a follow-up ticket, if the support request was closed more than 28 day ago. Another way is to contact the Support Team Lead via email.

You will find additional information in our article Incident Escalation.

Is there a detailed description of the process available?

Yes, in our Support Center we provide the article Our Process: How VertiGIS Tracks Software Bugs Reported to Support for more details.