Feature Requests and Bug Reporting FAQ
There are several different ways you can contact Paradigma Software online. You can find all technical support options on the Technical Support page.
Trouble tickets are for level 1 support issues. Any technical issues should be directed into Mantis - it is monitored by engineers.
Please use your real name as your log in for Mantis, e.g. “John Johnson”. This may help to find your bug reports while logging e.g. “black star” won`t be that helpful.
Please add your request into our Mantis system.
- You need to check if this bug has already been reported into our Mantis system.
- If you cannot find a pre-existing problem, please create a new report.
- In your report, please provide as much information as you can:
- OS Version - Platform, version number
- IDE version - The development tool you are using (especially with an ADK)
- Valentina Product Version - The version of the Paradigma product
- Description of the problem that includes what your expected results were and what you are actually receiving. Please include complete steps to reproduce the problem.
Do not mix or put two issues in a single report.
Important The faster we can duplicate a problem, the more likely it will be addressed in the next update. The best way to do this is if you provide us with a small project that reproduces the problem in a simple click. You can attach the file directly in Mantis to the bug report. The maximum size of file attachments is 500Kb, so please use compression.
It is most likely you came across a problem while using one of the Application Developer Kits (such as V4RB or V4MD). Each ADK incorporates 2-3 separate modules:
- Kernel - all ADKs use it (shared code)
- ADK wrapper-code - the portion of the Valentina kernel that plugs into some IDE or Language.
- Valentina Server - Either Valentina Office Server or the Embedded Server in Valentina Developer Network, if you are using these products.
If you think that bug is in Valentina Kernel then you should file it in the [KERNEL] project. How can you be sure? If the exact same error appears with another ADK or with Valentina Studio, then it is most likely a Kernel issue.
Paradigma Software uses the Mantis system. You can browse public bug reports, updated notes and the change log. If you are registered, you can report bugs yourself, add notes to bugs, close and reopen bugs.
- A user reports an issue. The issues are automatically set to new (red color code).
- Paradigma testing staff sets its status to acknowledged (orange color code) once we determine that it is an issue.
- If testing staff determines that the issue is legitimate, then its switched to assigned (blue color code) - a Paradigma engineer reviews the problem and in most cases begins to resolve the problem.
- When the engineer has fixed the issue, he sets its status to resolved (green color code); in most cases the resolution is incorporated into the next technology release.
Paradigma uses a proactive method of resolving issues. You should download the newest version to see if the issue is resolved for you. If it is, you can set the status of the issue to closed (grey color code) to confirm that, i.e. provide additional feedback to Valentina team.
There is no exact rule how we set priority. Valentina Developer Network member reports are automatically prioritized higher than other reports.
There are many factors here:
- The quality of the report received by Paradigma
- How easily the issue can be reproduced by Paradigma
- How many developer hours it will take to resolve the issue
Also, by severity and depth:
- If this issue results in a crash, impedes shipping a product, or simply a minor glitch
- What priority has specified reporter in the report.
- If this issues exist in the kernel (which affects all customers) or in a module of an ADK
- An estimate of the number of customers affected by the issue
- If Paradigma is currently in process of coding improvement in an impacted component
Issues are not addressed on a first-in/first out basis.
If you need a priority feature addition or resolution above and beyond the general policies, you should contact Paradigma Software for contracting services.
This is very not recommended. Because in this case you get near to zero guaranty that bug will be fixed. Reasons?
- Paradigma engineers may not read each message in the list.
- Often an issue discussed on the list is not a bug, but is a mistake in the developer`s code or misunderstanding of Valentina feature. This fact can be pointed by other Valentina developers in the discussion. Paradigma team cannot follow deeply to each thread on the list to see if the issue was resolved or it is a bug.
So, if after discussion on the list you see that this is a bug, and maybe somebody from Paradigma team even confirms that, then please go to Mantis and report bug or do feature request. In this case you get ability to refer its ID in future talks. Also in the Mantis we can have discussion about this issue. You will get email-notifications on any changes in this issue.
In general we can - but this is not the best way. Many reasons can be named here:
- The developer still can provide NOT FULL information on the list. So Paradigma engineer can do wrong report or not full report about issue.
- When issue is reported by the developer, then any activity on this issue will be reflected in the mail letters to him. So Paradigma team can ask additional questions to clarify things. And all this questions/answers are located on a single WEB page, which creates CLEAR environment for this issue. Imagine how would this look otherwise?!
- We need to ask the developer in private messages? But then only a Paradigma sender and developer can see that. Any other Valentina user do not see that discussion. Any other Paradigma member do not see it. That is not good, isn`t it?
- Or we need to ask the developer on the public list? But then we get mess with a lots of other messages on the list. That is not good neither?
So, the resume is: the best way is that Valentina users participate in resolving issues using such tool as Mantis issue tracker.