Investigating and Resolving a Case

The assigned support engineer will research the issue and respond with advice or additional questions and continue to communicate with the Customer until the issue is resolved. Often the support engineer will work with engineering during the investigation. Depending on the nature of the issue, a case may be resolved by a support engineer or logged by a support engineer as a defect or enhancement request with engineering.

Defect

If a Customer’s case results in a defect being confirmed in a TIBCO product then TIBCO Support will create an internal ticket for engineering to track and fix in an upcoming release of the software.

When prioritizing the fixing of defects, engineering will take into consideration the impact on existing Customer implementations, how product backward compatibility will be affected, how much development resources will be required, and the impact on other product commitments.

For defects, the business impact should be clearly communicated by the Customer to TIBCO Support. Component upgrade or complete version upgrade may be required if the defect is a known issue. A hot fix or patch may be created depending on the nature of the issue; otherwise, the defect will be fixed in a future release of the software.

For defects affecting our cloud products, fixes are prioritized and rolled out in production during release windows.

TIBCO product hotfixes or patches are available to download on https://support.tibco.com under Downloads -> Hotfixes.

Jaspersoft customers should also refer to Support Service with Annual Case Limits.

Enhancement

An enhancement request is a recommendation for future product enhancement, or a request to add official support for features that do not currently exist in the software. Engineering will take enhancement requests into consideration during the product management process, but has no obligation to deliver on any feature changes.

New feature requests are not considered urgent and will not be introduced into a product via a hot fix or patch. TIBCO Support is often unable to provide any timeframe on when or if a new feature will be included in a future product release.

While enhancement requests can be created by TIBCO Support as a result of a case, it is also possible to submit feature requests via the TIBCO Ideas portal (https://ideas.tibco.com) - see TIBCO Ideas Portal for more details.

Jaspersoft customers should also refer to Support Service with Annual Case Limits.