New Defect Support Process

Document ID : KB000046102
Last Modified Date : 14/02/2018
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Introduction: 

If your issue has been determined a defect by development and either a patch will not be provided and/or the issue will be fixed in a later release, we will ask that the support case be closed as there is nothing more for support to do. This document will explain the next steps CA will be taking and the suggested next steps for you the customer to take.

Environment:  

CA Test Data Manager (TDM)- all product release versions and components
CA Agile Requirements Designer (ARD)- all product release versions and components

CA Support- Next Actions: 

Support will provide you with an estimated fix release date. This is subject to change due to the availability of resources and the scope of the development cycle.
The Development Team will continue to work on a fix for the defect and reach out to support if they require more information from the customer.
The Documentation Team will be notified of the defect and they will update the documentation release notes, if applicable, when the issue has been resolved. 

Customer- Next Actions: 

Once an estimated fix release date has been provided, we suggest signing up for and 'Following' the TDM and ARD communities. You will be notified of new GA (general availability) releases, which is when your fix will be publicly available for download.

Join the CA Test Data Manager Community: https://communities.ca.com/community/ca-devtest-community/pages/test-data-reconsidered
Join the CA Agile Requirements Designer Community: https://communities.ca.com/community/ca-agile-requirements-designer

After a new GA release comes out, we will list the major resolved issues for that release in the documentation. You can find this information by clicking on the documentation links below, expanding the 'Release Notes' section, and clicking on the 'Resolved Issues' link. The ARD documentation does not have a specific 'Resolved Issues' link, but the 'Fixed Issues' are listed in the main section of the 'Release Notes' link.

CA Test Data Manager Documentation: http://docops.ca.com/tdm 
CA Agile Requirements Designer Documentation: https://docops.ca.com/ard

If you do not see your issue listed in the Release Notes as “fixed”, it is still possible that it was fixed but not included in the release notes as it was a minor defect or would affect very few customers. In such cases, please follow the steps provided below to get more information about the fix.

Additional Information:

If you have received notification that a new GA release is available and would like to verify your issue has been fixed in that release before upgrading, please call 1-800-225-5224 if in North America. For other regions, refer to this page for phone numbers: http://www.ca.com/us/support/customer-assistance.aspx. Tell them your closed case number and they will either direct you to the support engineer who worked on your case, or will be able to look up the defect number and tell you if it has been fixed and in what release.

Here are CA Support Policy and Terms for future reference: https://support.ca.com/phpdocs/0/common/techsupp_policy.pdf