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Submitting Feature Requests and Defects

bloudraak

Hello,

I'm a tad confused with all the recent changes. So how does one file defects and feature requests these days? I have made a lot of notes; of things that fail and how Sophos could "simplify" things.  As a premium customer, I also find that its not a good forum to requests features or defects through a support ticket. In essence, the audience is rather different. I'd rather use that for when something really, really doesn't work. 

I do this for other companies, e.g. Microsoft, Amazon and Apple too. Its in line with what I do for a living, namely doing software development, operations and security.  I often have a bunch of requirements which I'm trying to map to various disciplines (development, operations and security) technologies (ESXi, Hyper-V) and operating systems (OS X, FreeBSD, Windows, Solaris, Linux).  Some of the concepts are not necessarily applicable to everyone in this forums.

Or I could just post them as discussions on this forum, and see what everyone thinks, with the caveat that it may not always be applicable to existing deployments.

Werner



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  • 0

    You can use these forums to discuss feature request with other users or inform other users of defects you've found, but neither are actionable by Sophos when posted on these forums. These are ostensibly user-to-user forums and not a means of notifying/discussing with Sophos development.

    "I also find that its not a good forum to requests features or defects through a support ticket."  Well, there's no choice for defects/bugs.  Feature Requests also have their own separate home.

    The official means of handling these are:
    Feature Requests: Must be posted at http://feature.astaro.com/. Requests made on these forums will not be considered for addition by Sophos..
    Defects: Must be reported to Support via a case. This is the ONLY way that these will get to development. Here is fine to let other users know or discuss, but if they aren't in a case with support, they will go no further.

    Also, given your explanation, be aware that UTM will be slowly replaced by the Sophos XG firewall (Some nice explanatory articles at https://blogs.sophos.com/author/chrismccormack666/). UTM will continue to be developed for a few years, but to a lesser degree as time goes on. If you want more traction with current development, you may want to consider focusing your efforts on XG (community.sophos.com/.../). Current UTM customers can use the trial/home license version of XG (www.sophos.com/.../sophos-xg-firewall-home-edition.aspx) on their own hardware at any time, to give it a whirl, and when they feel ready, can contact support about migration of their current UTM license to XG (a more automated license migration system is currently in the works).

    "Or I could just post them as discussions on this forum, and see what everyone thinks, with the caveat that it may not always be applicable to existing deployments."  Post any discussions you like.  If anyone is interested in joining in, they'll reply.  If not, they won't.  Just please post in the applicable sub-forum (https://community.sophos.com/products/unified-threat-management/, three pages of forums).  :)

  • 0 in reply to Scott_Klassen

    Thanks for confirming that its still the good old status quo.

    I no longer invest in filing defects with Sophos only because the case management is a mess. The amount of hours I spent creating a detailed defect report just to find that the session timed out, or that the tooling doesn't support formatting. Or the amount of noise you have to filter through to see the response to your case.

    The feedback process is all over the map. Ever noticed that there are really good feature requests without even an acknowledgement from Sophos? Then the tooling used to submit bugs/features/questions are lacking in that they can't handle secure submissions of sensitive data, nor handle the complex details to reproduce an issue; or comprehend the reasons for a feature.

    The release of Sophos XG Firewall introduced a lot of confusion and churn, esp. if one considers that the new product doesn't (yet) match all the features of the Sophos UTM Firewall.

    I'm really hoping that Sophos becomes the no-frills, matching that of Atlassian and other startups.
    www.atlassian.com/.../values

    (2015/01/11 Fixed the project name)

  • 0
    I encourage you to post your observations to this community or another suitable venue.