# Proper route for bug reports?

**URL:** <https://forums.suse.com/t/proper-route-for-bug-reports/25298>\
**Category:** Talk to a SUSE Technical Services Manager\
**Created:** [March 26, 2014, 11:38pm UTC](https://forums.suse.com/t/proper-route-for-bug-reports/25298 "2014-03-26T23:38:34Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![mumblyjoe](https://avatars.discourse-cdn.com/v4/letter/m/f9ae1b/32.png) [@mumblyjoe](https://forums.suse.com/u/mumblyjoe)\
**Post date:** [March 26, 2014, 11:38pm UTC](https://forums.suse.com/t/proper-route-for-bug-reports/25298/1 "2014-03-26T23:38:34Z")

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My employer has a paid service contract for SUSE Enterprise Linux but we’ve never gotten any real help from the support organization. One ticket stayed open for months…

Here’s the deal today - we have found three different bugs in SLES11. If I call and open a ticket, nothing will be fixed. How do we notify Suse/Novell/Attachmate? Would it be better to make a forum post?

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**Author:** ![mradford](https://avatars.discourse-cdn.com/v4/letter/m/6bbea6/32.png) [@mradford](https://forums.suse.com/u/mradford)\
**Post date:** [March 27, 2014, 4:42pm UTC](https://forums.suse.com/t/proper-route-for-bug-reports/25298/2 "2014-03-27T16:42:52Z")

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[QUOTE=mumblyjoe;20101]My employer has a paid service contract for SUSE Enterprise Linux but we’ve never gotten any real help from the support organization. One ticket stayed open for months…

Here’s the deal today - we have found three different bugs in SLES11. If I call and open a ticket, nothing will be fixed. How do we notify Suse/Novell/Attachmate? Would it be better to make a forum post?[/QUOTE]

I am confident that if you open a ticket we will take care of the issues.  
open a ticket, and then respond to me with the ticket numbers.

thanks!  
Mike

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**Author:** ![mumblyjoe](https://avatars.discourse-cdn.com/v4/letter/m/f9ae1b/32.png) [@mumblyjoe](https://forums.suse.com/u/mumblyjoe)\
**Post date:** [April 22, 2014, 8:54pm UTC](https://forums.suse.com/t/proper-route-for-bug-reports/25298/3 "2014-04-22T20:54:46Z")

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[QUOTE=mradford;20113]I am confident that if you open a ticket we will take care of the issues.  
open a ticket, and then respond to me with the ticket numbers.

thanks!  
Mike[/QUOTE]

I opened 10888520312 8 days ago. Today is the first contact I’ve had from the support technician. ☹ Painfully obvious he hadn’t read the ticket. Kept insisting that he couldn’t address the problem until I submitted a supportconfig. Absurd. This is not a configuration issue and it’s not limited to one system.