Compiere Blog

Support Request Action Items for the Compiere User

There are a couple of important action items to note for the Compiere user when using the Compiere Support Request system.

When a user logs a support request, the initial status of the request is "Waiting Evaluation.” Once Compiere support responds to the issue (for more details or questions), the status is set to "Waiting on Customer.” This status means that the user has to take action by responding and setting back the status to "Waiting Evaluation."

If the request is in "Waiting on Customer" status for more than 10 calendar days and no action is taken, the Compiere system will automatically time out and change the status to "Closed (soft)." This status means that the user can reset the status back to "Waiting Evaluation." An email notification is sent to the user when there is a change to the request. In the event of no further action after status is in "Closed (soft)" the Compiere system waits for another 5 calendar days and then changes the status to "Closed (Final)." After this the user cannot reopen the request, and has to log a new request.

For more information about logging support requests, check out Support Requests.

What is the purpose of the Public Support Request window?

The Public Support Request window is a great feature for everyone (community, customers, developers) to take advantage of. The window gives a view of all issues up to date logged by all the partners and customers. This view also includes all the product support, product bugs and product enhancements. The purpose of this window is to let all users see through the reported existing issues. The view of issues window is read-only so it cannot be updated by other users. When you log/report your issue, Compiere Support encourages that you always refer to an existing issue (if there is one standing). This helps Compiere Support understand the depth of the issue and number of users running into the same problem allowing them to address and resolve more the issue quickly and efficiently.

Check out the Public Support Request window by logging into Support Requests using your Compiere Web Store email address and password. Once you are logged in, Click on Main Menu => Requests => Public Support Requests to open the window. You can learn more about logging Support Requests at the Support Request page.

Introducing the Compiere Community Wiki

I'm happy to announce two important and valuable contributions to the Compiere Community.

First, we've launched the Compiere Community Wiki to facilitate collaboration and information sharing across our worldwide 45,000-person community.

Second, we've contributed the entire Compiere User Documentation to the Compiere Community Wiki.

We invite everyone to visit the Compiere Community Wiki at: http://wiki.compiere.com .

Even better than just visiting, please register and contribute! You don't have to be a hot-shot Java programmer or have years of Compiere experience to contribute. Wikis benefit from a wide range of contributors.

Access to wiki content, including the Compiere User Documentation, is free of charge.

Launching the wiki and contributing the user doc are two important initiatives we are taking to strengthen our community and customer relationships.

What status do I use to log a Support Request?

The initial status by default for a Product Support request is 10_Waiting_Evaluation. Compiere Support will review your request and if more information is needed, the request status will be changed to 30_Waiting_on_Customer. If your request is at this stage, make sure to provide additional information and change the status back to 10_Waiting_Evaluation within the following ten days so that Compiere Support can address your request. Requests time out and are automatically closed by the system if there is no activity for ten days.

If Compiere Support confirms that your Product Support request is an issue in the product, the request type will be changed to Product Bugs and the Compiere Development team will address the issue with the following statuses:

1. 20_Assigned (Open): Development is working on the fix.
2. 42_Waiting on QA: Bug fix is being tested.
3. 80_Waiting Release: Bug fix ready to be included in the next service pack.
4. 99_Closed Final: Bug fix already included in the current release or service pack.

For more details on how to log a support request, check out the Support Request page. You can learn more about service packs and other features available through the Compiere Subscriptions here.

Special Limited Time Offer: Free Compiere Reporting eLearning

Learn about Compiere's reporting capabilities from the convenience of your desk. For a limited time, Compiere is offering you free access to the popular Information & List Reports eLearning module.

In just fifteen minutes the Information & List Reports eLearning module shows you how to:

• Get answers quickly about inventory level, credit status and more with information windows
• Create and save standard reports and queries
• Probe into your reports using Compiere’s exclusive “Drill Across” and “Drill Down” features
• Customize report parameters such as display order, grouping and formatting…all without programming

The Information & List Reports eLearning module, a $75 value, is available at no charge to you through June 15, 2008. Act now to learn about Compiere reporting through this limited time free offer.

Information & List Reports is one of twelve interactive Compiere eLearning classes available on-demand via the Internet.

Compiere for the Distribution Industry

In a press release issued today, Compiere describes how distribution industry customers around the globe are growing their businesses with Compiere business solutions. 

The advantages from Compiere's product and business model offer distribution customers a highly configurable ERP solution and powerful economic advantages, such as no up-front license fees and freedom from vendor lock-in.  Read more…