I also got confused. With a support there is a SLA and engineer would often open a bugzilla with no SLA. Logically then SLA is negated. Am I missing something? Basically that also gives an impression that as long as there is no case open by supported customer RH does not really bother if there is a problem reported by community. Maybe it should be reported back to Fedora to get it fixed there first and then maybe it'll make through to RHEL? <div class="gmail_quote">On May 8, 2012 4:41 p.m., "<a href="mailto:thomas@redhat.com">thomas@redhat.com</a>" <<a href="mailto:thomas@redhat.com">thomas@redhat.com</a>> wrote: <blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"> On 05/07/2012 12:50 PM, Paul Smith wrote: <blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"> I think I'm misunderstanding something about Red Hat support and Bugzilla. How does one actually get bugs fixed? It seems like they are ignored until the next beta is started, then you get a message for each one saying "sorry, this bug is still unresolved so it has been rejected". Is this some new variant of Agile I'm not familiar with? I never heard of a development process where you just reject all the open bugs you didn't have time to fix when you started beta... what a concept! I think we should start doing that at my company too. It would really improve our QA metrics, that's for sure. Am I just supposed to keep filing the bug again for each new release? This seems somewhat Sisyphean, even for open source. </blockquote> There is a very important distinction between opening a support ticket and opening a bugzilla ticket. With support, there is an SLA. With support, our engineers will often open a bugzilla. But there is no SLA for BZ. Can you point me to an example of a bug that got closed as you describe? -- Thomas Cameron, RHCA, RHCSS, RHCDS, RHCVA, RHCX Chief Architect, Canada and Central US <a href="tel:512-241-0774" value="+15122410774" target="_blank">512-241-0774</a> office / <a href="tel:512-585-5631" value="+15125855631" target="_blank">512-585-5631</a> cell <a href="http://people.redhat.com/tcameron/" target="_blank">http://people.redhat.com/tcameron/</a> IRC: choirboy / AIM: rhelguy / Yahoo: rhce_guy /Google+ <a href="http://ongpl.us/tdc" target="_blank">http://ongpl.us/tdc</a> _______________________________________________ rhelv6-list mailing list <a href="mailto:rhelv6-list@redhat.com" target="_blank">rhelv6-list@redhat.com</a> <a href="https://www.redhat.com/mailman/listinfo/rhelv6-list" target="_blank">https://www.redhat.com/mailman/listinfo/rhelv6-list</a> </blockquote></div>