Play Now Login Create Account
illyriad
  New Posts New Posts RSS Feed - Petition 10987
  FAQ FAQ  Forum Search   Register Register  Login Login

Topic ClosedPetition 10987
 Post Reply Post Reply
Author
  Topic Search Topic Search  Topic Options Topic Options
Ryklaw View Drop Down
Wordsmith
Wordsmith
Avatar

Joined: 17 Aug 2012
Location: United States
Status: Offline
Points: 113 		Direct Link To This Post Topic: Petition 10987
    Posted: 12 Aug 2015 at 14:34
I read the rules that this forum is not to be used to check on status of open petitions. 

However, the petition has been open for 4 months and is still unassigned. I wrote GM Rikoo who suggested that I update the petition, which I have 5 times. I have written GM Stormcrow twice with no response.

My question is what is my responsibility to get this issue addressed? What else should I do?

Feel free to delete this posting if it is out of line. 

Ryklaw
Finishing the Race!
II Tim 4:7,8
Back to Top
Llannedd View Drop Down
Wordsmith
Wordsmith
Avatar

Joined: 28 Jun 2014
Status: Offline
Points: 139 		Direct Link To This Post Posted: 13 Aug 2015 at 07:34
When I played under a different account some time ago I had petitions that went unassigned for over a year. Keep in mind this is a free game and you get what you don't pay for.
Back to Top
GM Rikoo View Drop Down
Moderator Group
Moderator Group
Avatar
Community & PR Manager

Joined: 28 Mar 2014
Location: Mars
Status: Offline
Points: 1233 		Direct Link To This Post Posted: 13 Aug 2015 at 16:24
We have a lot of petitions that have been opened for a while. For a long time. A long long time. 

As I have explained before, we all see the petitions -- all of us on the team -- every day. It's one of the first things we see. 

As I have asked before and attempted before, I've tried to wrangle the petition queue into shape. Unfortunately, we made a system that needed a larger team and we don't have updates on the petitions. If the situations change (like the player gets a new PC, tries a new browser, etc) we never hear about it until we have to ask. More often than not, the player ignores that update request. 

We fix petitions every day, and we'll try to get to this one. But, at this point I am no longer going to accept IGMs of the "can you look at my petition?" type because then that player tells the other players they got special treatment, etc.

Please, if you have a petition and need to update it, even with a "Can you look at this, please? Here is some new info: I have tested it and the situation has not changed" do so **in the petition**. Doing it in an IGM to me or the team or on the forum only makes it look like certain players get special treatment, and more often than not the player is not updating the information even though things have likely changed. 

What can you do? The first thing is to verify that the issue is still there. The second thing is to make sure that it is not a misunderstanding of a system (like the "newbies can actually attack in some cases") thing. The last thing is to update the petition with any new details and we see the update immediately. 

Thanks for understanding!


Rikoo




Edited by GM Rikoo - 13 Aug 2015 at 16:29
Illyriad Community Manager / Public Relations / community@illyriad.co.uk
Back to Top
Stukahh View Drop Down
Forum Warrior
Forum Warrior
Avatar

Joined: 03 Feb 2015
Location: Fellandire, BL
Status: Offline
Points: 266 		Direct Link To This Post Posted: 13 Aug 2015 at 18:18
It's kinda ridiculous that the devs havent made the petition system more user friendly for their own needs.  Why not have a timer on it and after 30 days the petition has to be "renewed" to stay alive.  That would eliminate all old and useless petitions.

The current system doesnt even allow the player to cancel it!!!  

I am sorry GMs.  This is just a lazy response.  Someone needs to think outside the box a bit here and figure out a easy solution that is low cost.  

Its really hard for the community to be sympathetic to the "man hours" problem since it could be easily fixed with a couple small tweaks.  
I don't always drink. But when I do, I prefer the blood of my enemies.
Back to Top
Brandmeister View Drop Down
Postmaster General
Postmaster General
Avatar

Joined: 12 Oct 2012
Location: Laoshin
Status: Offline
Points: 2396 		Direct Link To This Post Posted: 13 Aug 2015 at 19:59
I have run releases for my team, including reviewing a queue of hundreds of enhancement requests and minor bugs. It took less than a week to follow up with customers, assign owners, specify test cases to be implemented. Quite bluntly, the bug queue only becomes a problem when you let it build up for months or longer. There is also no way that all 10000 tickets in your queue are actual bugs. I'd bet that 70% of them are password support and other basic questions from new users. Many more are probably expired or have been fixed by ongoing quality patches.

Also quite frankly, the suggestion of favoritism is laughable. Businesses by definition prioritize their best and highest paying customers first. While it's bad practice to reward people for pestering you about the tracking system, you'd better believe I had a short list of customers whose tickets went straight to the top. For one thing, they were valued repeat customers. For another, they tended to be sophisticated product users who were able to identify actual functional flaws. If there isn't a recognized difference to a trade ticket entered by Kenyl and a caravan bug entered by a newbie, then identifying your priority customers would be a good start to organizing the queue.

Bugs languish because fixing bugs sucks. It's boring, thankless work to review the queue and repair defects. There can't be more than 100 priority bugs currently in the system, and while identifying them is dull work, it's a necessary part of maintaining the game system.
Back to Top
Cilcain View Drop Down
Wordsmith
Wordsmith
Avatar

Joined: 13 Oct 2012
Status: Offline
Points: 106 		Direct Link To This Post Posted: 13 Aug 2015 at 21:40
I agree with most of what Stukahh and Brandmeister say, but I also wonder how many petitions could be resolved (or at least assisted) by the community?

If the Devs were to make the petitions public in some sort of wiki structure, then the rest of us could chip in with known workarounds, correction of misinterpretations, additional recreation scenarios etc.

Back to Top
GM Rikoo View Drop Down
Moderator Group
Moderator Group
Avatar
Community & PR Manager

Joined: 28 Mar 2014
Location: Mars
Status: Offline
Points: 1233 		Direct Link To This Post Posted: 13 Aug 2015 at 21:49
Originally posted by Cilcain Cilcain wrote:

I agree with most of what Stukahh and Brandmeister say, but I also wonder how many petitions could be resolved (or at least assisted) by the community?

If the Devs were to make the petitions public in some sort of wiki structure, then the rest of us could chip in with known workarounds, correction of misinterpretations, additional recreation scenarios etc.

Making petitions public would be ...not good. There is often very sensitive military info in those petitions. 

We already have this anyway, it's the technical support forum. Please use it! :) 

http://forum.illyriad.co.uk/technical-support_forum38.html

We have already asked more than a few times to help eliminate the queue by checking on the issue you reported then updating the petition. Most do not do that. As in, the vast majority. I wish I could tell you the number of times I have updated a petition with "Is this still an issue?" and the answer is "Oh, no, sorry." 

Anyway, I apologize that it's not a perfect system. We have discussed what to do with it before, and we will come back to it once the current project that we have been working on (and mentioned a while ago) is completed. 

Rikoo
Illyriad Community Manager / Public Relations / community@illyriad.co.uk
Back to Top
GM Rikoo View Drop Down
Moderator Group
Moderator Group
Avatar
Community & PR Manager

Joined: 28 Mar 2014
Location: Mars
Status: Offline
Points: 1233 		Direct Link To This Post Posted: 13 Aug 2015 at 21:50
Closing the thread for beating horse issues.


Rikoo
Illyriad Community Manager / Public Relations / community@illyriad.co.uk
Back to Top
 Post Reply Post Reply
  Share Topic   

Forum Jump Forum Permissions View Drop Down

Forum Software by Web Wiz Forums® version 12.03
Copyright ©2001-2019 Web Wiz Ltd.