Developers shirking

[Throat_Warbler_Mangrove]

For the second time now, I’ve had a dismaying thing happening. I’ve reported a bug in the game, and the developers have closed the bug and kicked it over to support. I got this:

Your EVE Online Bug Report EBR-65521, has been closed and converted to this
Support Ticket. In the future, if you experience something that you believe is
not working correctly, please submit a bug report as you did, but if you require
any action to be taken related to this issue, please submit an accompanying
support ticket from the EVE Online Help Center
https://support.eveonline.com/hc/en-us.

Here’s the bug I’d reported:

My left-side-of-screen menu shows a completed skill. When I mouse over it, it
says I’m training Kinetic Armor Compensation 5. But I finished that, and I’m
actually training Explosive Armor Compensation 5.

I’ll try getting a screenshot in-game, but I got one with the mouseover using my
system tool. If I can’t capture the mouseover in-game I’ll just attach the
system screenshot after I submit, assuming I get another of those nice emails.

Nah, I can’t get the mouse up there in time. Feature request: Have a second
button that takes a new screenshot with a delay.

This is the second time for this sort of thing. Not long ago I’d reported a bug wherein when I click “deliver” on a manufactured item in the industry interface, the game would deliver the item, but the “deliver” button would come back up and overwrite part of the interface. I included screenshots.

The notion that this might be caused by bad cache files is kind of a joke. If it is, then their cache management is broken. But it’s nothing to do with my cache, and clearing my cache is irrelevant.

What’s distressing is that the developers are tossing out bug reports that indicate problems in their codebase. I’m paying to use this software, and when it has bugs, I want a way to report the bugs. I’m not sure what’s in their heads here, but it’s a bit obnoxious.

I wouldn’t have thought to report this here, but one of the support folks who answered suggested that it might be appropriate, which makes me think the developers are doing this quite a lot - tossing actual bugs into the laps of support folks who simply aren’t in a position to fix issues in the code.

[Gerard_Amatin]

I often send in bug reports and haven’t seen this happen.

It feels a bit strange to see a bug report be turned into a support ticket, I agree.

I suspect it was turned into a support ticket because you asked for actions to be taken that weren’t related to reporting a bug:

• sending emails
• feature requests

Maybe whoever was reading it misinterpreted your intention.

I would probably minimize bug report text to the bare essentials to keep them clear: just an explanation of what goes wrong, where and when it goes wrong, what you expect to see and what you get to see instead, and how to reproduce it.

(Maybe whoever reads the bug reports can chime in if there’s more they want.)

About screenshotting the tooltip, while the in-game bug screenshot feature isn’t as flexible, you could use the shortkey to the snipping tool (if on Windows, maybe other OS have something similar?) with Windows+Shift+S that should instantly freeze your current screen to take a picture off allowing you to scfeenshot such tooltips. And add that to the bug report mail we get these days.

[mecrotic]

Happens all the time. the “help center” is zero help…you are almost better just coming here and making a post.. they often tell you to do that also.

[Power_Armor]

@Throat_Warbler_Mangrove

I’ll try getting a screenshot in-game, but I got one with the mouseover using my
system tool. If I can’t capture the mouseover in-game I’ll just attach the
system screenshot after I submit, assuming I get another of those nice emails.

Nah, I can’t get the mouse up there in time. Feature request: Have a second
button that takes a new screenshot with a delay.

You haven’t posted the actual details of your second bug report, but check if it is similar to the first where you ask for some action or try to discuss things.

Maybe it was prefiltered and converted by AI. Who knows these days.

I would just do the bug reports as good as you can and in a more neutral form. Stop discussing stuff in them and ask for any action. You do discussions if emails come up and request features and try to get them into some discussion which is not the place for a bug report.

Also i would see it as a service. They convert it to a ticket in order to get back to you and interact. If you don’t want that then again try to report and not write it as if you want an answer or something else.

Possibly the second report that you didn’t fully post, went along the lines that you need to clear your cache files and therefore was handed to the support to follow through and making sure it could be successfully done.

[Throat_Warbler_Mangrove]

@Power_Armor

You haven’t posted the actual details of your second bug report, but check if it is similar to the first where you ask for some action or try to discuss things.

Here, I’ll attach a screen capture as it just happened again. If you can tell me how this behaviour might be related to cache files, I’ll be fascinated.

Pay careful attention to the “deliver” button there. I’ve clicked it and it’s delivered the job, but then the deliver button comes back and overwrites the interface. You can see that “behind” the button.

If they’re caching anything about this state to disk, they might just possibly be doing it wrong.

So, this is a bug. I’ve documented it. And they’ve kicked it back to their support folks because they’re shirking their responsibilities. Keep the bug filed. Get it into a sprint based on relative priority. Don’t pretend it’s not a bug and kick it to support, making it someone else’s problem!

For comparison, here’s another one, this one not exhibiting the bug:

Incidentally, if their cache files are such a source of problems, they might want to dedicate some time to re-evaluating how they’re caching and validating data.

I really enjoy playing the game, but the sheer quantity of bugs combined with the developers not taking an interest in even cataloging them detracts from it. “Move fast and break things” has had its mask removed long since. I remember when Eve was incredibly stable.

[Throat_Warbler_Mangrove]

Lucky! Here’s the other bug. Tell me again how it’s probably the cache.

But seriously, I took the time to open a bug about this, document it, and submit a screenshot showing the breakage, and the developers kicked it back to the support staff. The support folks are great, but this isn’t something they can fix.

Luckily this is only a cosmetic bug and it doesn’t impact gameplay, but it’s still a bug.

[Power_Armor]

Have not seen something like that, but then again i am using Linux.

Just some thinking…have you set up a new gaming PC and drive in the last 2-3 years or are you using an older SSD that is configured to not record access timestamps and the like as it was a common lifetime optimization in the beginning?

[Throat_Warbler_Mangrove]

@Power_Armor

have you set up a new gaming PC and drive in the last 2-3 years or are you using an older SSD that is configured to not record access timestamps and the like as it was a common lifetime optimization in the beginning?

Spinning rust with healthy SMART status, FWIW.