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Archive for August 23, 2009

Does bug reporting bug you?

August 23, 2009 7 comments

Many MMO players have probably at some point reported a bug in an MMOG, or perhaps wanted to report a bug.

Unfortunately many MMOs seem to have quite rudimentary issue/bug reporting systems – at least when it comes to in-game support. There is maybe a /bug command which is not documented, if one is lucky there is actually a button or a menu option somewhere. If that one is triggered then there may be some categorisation options and a text field to describe the problem in.

And that’s it.

Categories for bug reporting

Categories for bug reporting

So I was very preasantly surprised when I was going to report a bug in Champions Online. There was a button for it, clearly marked “report a bug” in the help dialog window. It did provide some categories (good start) and then came the surprise – they actually provided an online bug tracking system!

Bug tracking system

Bug tracking system

Not only did it provide a list of my missions (including all completed ones) which I could select froma drop-down box, but it also provides a browse and search functionality for reported issues. I can search and see if others have reported the same. If that is the case, I can press a button to say “me too” essentially. Or you can add more info to the issue. The view also shows the status of various issues, if they are in progress or have been resolved. If your issue is not there, you can simply create a new one.

On top of that, you also have a separate dialog where you can keep track of your issues and see the status of those, update them or close them.

View for your own reported issues

View for your own reported issues

Great job Cryptic! I hope more MMOs will try to incorporate this type of functionality.