Bug 61089

Summary:	Developers working on bugzilla bugs do not have access to support ticket data
Product:	[Community] Bugzilla	Reporter:	Matthew L. Martin <mlm>
Component:	Bugzilla General	Assignee:	PnT DevOps Devs <hss-ied-bugs>
Status:	CLOSED WONTFIX	QA Contact:	David Lawrence <dkl>
Severity:	medium	Docs Contact:
Priority:	medium
Version:	2.18	Keywords:	FutureFeature
Target Milestone:	---
Target Release:	---
Hardware:	All
OS:	Linux
Whiteboard:
Fixed In Version:		Doc Type:	Enhancement
Doc Text:		Story Points:	---
Clone Of:		Environment:
Last Closed:	2007-11-02 19:23:07 UTC	Type:	---
Regression:	---	Mount Type:	---
Documentation:	---	CRM:
Verified Versions:		Category:	---
oVirt Team:	---	RHEL 7.3 requirements from Atomic Host:
Cloudforms Team:	---	Target Upstream Version:
Embargoed:

Description Matthew L. Martin 2002-03-13 14:27:56 UTC

From Bugzilla Helper:
User-Agent: Mozilla/4.79 [en] (Win98; U)

Description of problem:
In the process of workging on bug #60543, it has been reported to me that developers do not have routine access of the support ticket database.

In the case that lead to my filing bug report 60543, I had had an extensive technical conversation with multiple people in support describing the
difficulty that I was having upgrading from RH 5.2 to RH 7.2. Virtually all of this information will be required by the developer assigned to work on bug
#60543. The lack of access to the support ticket (#199932) will mean a considerable delay in action on that bug.

If the developer had access to the support ticket, I would not be being asked to repeat crucial information as the developer discovers the need for
that information. 15 minutes of reading that ticket would answer virtually every basic question about the situation. As it is now, we are likely to play
ping pong for several days getting the same information to the developer.

Version-Release number of selected component (if applicable):

How reproducible:
Always

Steps to Reproduce:
1.See bug 60543
2.
3.

Actual Results: I get to answer a series of questions that I have already answered.

Expected Results: The developer should be able to read the answers I have already given and then be able to ask me new questions based on
that information. Thus getting us closer to a resolution without duplicating efforts and delaying the process.

Additional info:

Comment 1 David Lawrence 2006-04-08 17:53:20 UTC

Red Hat's current Bugzilla version is 2.18. I am moving all older open bugs to
this version. Any bugs against the older versions will need to be verified that
they are still bugs. This will help me also to sort them better.