scenario to discuss

[ids]

One of my clients had an older version of an RT. The RT had been missing some template code but fixed in a newer version. It was deemed a bug by the client . For some, it's the easiest way to describe the missing code although IMO it's not really a bug, but a feature failure. The client called support and the technician replaced/fixed the particular page.

It was my understanding that support doesn't do this work. It's my belief they should not do this work. We're lucky there had been no customization to that page or I had not been actually working on the store.

One other item of note. I have started to use modified or customized versions of RTs. If support doesn't check for this, even if the managed template history says "updated by framework XXXXX," then critical work could be overwritten by someone that is probably not familiar with the projects/tasks in the store.

Thoughts?

Scott

[Bruce - PhosphorMedia]

Communication. Not just a good idea, it can save lives!

Developers should make clients aware that on modified sites, support should go THOUGH the developer. The likely result is request like "hey miva, can you look at this MODIFIED template code?"

Miva support should ASK the a support requestor if the template code has been modified AND OR tell them that a fix might change/remove modifications.

[lesliekirk]

Developers should make clients aware that on modified sites, support should go THOUGH the developer. The likely result is request like "hey miva, can you look at this MODIFIED template code?"

Miva support should ASK the a support requestor if the template code has been modified AND OR tell them that a fix might change/remove modifications.

In a perfect world, the client would always go through their developer. But season change and people move on. Some times a store owner needs something fixed and would rather reach out to Miva Support directly. That is the store owner's prerogative.

I'm thinking Miva is going to need to chime in on this. I have no problem with Miva Support fixing something as long as there is some sort of awareness. I think this has come up at the conferences in the past that it would be great to know if someone else (the user name) is working in the admin along with some sort of warning that an update is about to overwrite something that someone else is working on. Or to be able to place a temporary lock on the field being worked in.

[Laura Schindler]

Historically, TAC has taken a mostly “hands off” approach to troubleshooting custom code or inserting template code changes related to updates. However, if a client asks us to insert or replace template code in order to make a new feature work, we will do it.

Moving forward, I have asked TAC staff to ensure that they have warned the client that replacing template code can affect any custom work done previously before making any changes. If we happen to see that a template has been heavily customized, we will recommend to the client that they seek the help of a professional developer.

If you have a specific scenario where TAC hasn’t done the above, please send me a PM and I will investigate.

Leslie, I think that’s a great feature request and if you haven’t already, post in the Dream Features thread.