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Support Requests

Customers with a Compiere Support Subscription have access to trained personnel for resolving Support Requests. Compiere Authorized Partners provide this service, including a range of support levels and pricing options to meet business needs. If customers don’t require a service agreement, Compiere Partners will provide support on a case-by-case basis.

We also appreciate reports on bugs and issues from Compiere Community members who don't subscribe to Compiere support, but we give priority to requests from Compiere Support Subscribers. The Issue Tracking system is not intended to replace the Compiere ERP and CRM Open Discussion Forum on SourceForge.net. The Open Discussion Forum is a great place for the Compiere Community to share knowledge, provide and receive peer support and discuss implementation-related questions.

Overview

To help us expedite the resolution of the issues, please be sure to use the following guidelines before logging a new request:

  1. Verify in the list of public requests if the issue has not already been reported.
  2. Try to reproduce the problem on a vanilla instance (i.e. an instance without code customizations/extensions) with the latest service pack.
  3. If facing multiple issues, please log a separate request per issue .
  4. Gather the relevant documentation for the summary field of the request.

    - Short single-line description for first line of the summary as it will be displayed in the grid view
    - Step by step instructions to reproduce the problem
    - Attach the relevant log files and screenshots
    - If proposing a code change, mention the SVN revision in which your fix is based

The initial status for a Product Support request is 10_Waiting_Evaluation. An engineer from Compiere Support will review your request, and if we need additional information from you, we'll change the request to status 30_Waiting_on_Customer; be sure to provide an update and change the status back to 10_Waiting_Evaluation in the following ten days, before the request timeout and is closed by the system.

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 development will go through the following status:

  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 included in the service pack indicated in the column 'Fixed in Release'. Please change the status to '99_Closed Final' if the fix meets your expectations
  4. 99_Closed Final: Bug closed. See columns 'Resolution' and 'Fixed in Release' for details.

Note: Firefox is the recommended browser when using Compiere 3.0 with the web user interface.

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Log a New Request

  1. Log into the Support Request system using your login and password.
  2. Open the "Support Requests (External)" window using the Main Menu => Requests menu option
  3. Open a new request record by clicking on the "Open New" icon.
  4. Select the correct pick list choices in the "Release," "Component," "DB Type," "Operating System," and "User Priority" fields for the issue you are submitting. Leave status at the default value "10_Waiting Evaluation."
  5. If you are a Compiere Partner logging an issue on behalf of a Customer, select the Customer name in the 'Customer' field, and the Partner name in the 'Partner' field.
  6. By default all requests are Public. If you do not wish to share the details of your issue with the Compiere Community, set the "Request Confidentiality" field to "Confidential."
  7. In the "Summary" field, type a short description of the issues and provide step-by-step instructions on how to reproduce the problem.
  8. If you need to include any log files or screenshots click on the Attachment icon.
    If the file is larger than 200 KB, please note that in the support request and we will provide an alternative to upload the files.
  9. Click the "Save Changes" icon to submit your issue to Compiere Support.

You will get an email confirmation with the details of the request.

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Update an Existing Request

To provide any updates, please login to the request system. Do not reply to the email notifications.

  1. Log into the Support Request system using your login and password.
  2. Open the "Support Requests (External)" window using the Main Menu => Requests menu option.
  3. Enter the document number of your request and click "Search." or use the advanced search.
  4. Click the Open icon for the request that you wish to update.
  5. In the "Updates" section of the main window provide the new comments, and verify the comment confidentiality. If you do not wish to share your updates with the Compiere Community, change the comment confidentiality to Confidential.
  6. Change the status to 10_Waiting_Evaluation.
  7. Click the "Save Changes" icon to submit your updates to Compiere Support.

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Register in the Compiere Support Request System

If you are a Compiere customer and do not have a login, please contact your system administrator or Compiere Support to ensure that your user is associated with your current support level.