How it works
Users report issues as Technical Support cases to Esri regarding software, documentation, and more. Technical Support responds by working to understand and reproduce each issue. These issues are categorized as either bugs (something Esri needs to address because a break in the software prevents further action, for example) or enhancement requests (which introduces new functionality that will benefit the user, and possibly others).
Once the bug has been reproduced or the enhancement request approved, it is logged and assigned an ID for tracking. Next, Esri Development reviews the issue and determines the best course of action based on multiple factors, including but not limited to: severity reported by the user; quantifiable impact; number of users affected; release cycle status; architectural limitations; and more. Bug fixes are addressed in upcoming releases or general patches, or they may be addressed as ad-hoc fixes. Enhancement requests will be considered for upcoming releases.
The following table provides status descriptions for issues submitted through Technical Support.
The issue is being reviewed. The review process ensures that the issue contains all necessary information and is easy to understand, that it is not a duplicate of an existing issue, and that it is a valid bug or enhancement request. During this phase, it is possible that you are contacted for clarification or additional information.
The issue has been reviewed by the development team. It has not been prioritized into a release plan and will be monitored to determine its overall impact. Factors that are considered in the prioritization process include the number of users affected or requesting the functionality, business impact, whether a workaround exists, among others. If a bug is adversely affecting your business, see How To: Escalate a defect.
In Product Plan
The issue has been added to the development team's backlog. The goal for issues with this status is to address them in a near-term release (next release or two). Check the issue's Additional Information or Alternate Solution section to see if there is helpful information until it can be fully addressed.
After review by the development team, it has been determined that this behavior is as designed. See the Additional Information section for details.
The issue is a duplicate of an existing issue. See the issue's Additional Information section for details. Customers associated with the duplicate issue are automatically attached to the open issue.
After review by the development team, it has been determined that this issue is related to a known limitation with the software that lies outside of Esri's control. The issue's Additional Information section may contain further explanation.
This issue was not reproducible when tested by the development team. Issues may be given this status when they cannot be reproduced or are no longer relevant in a development version of the software, but a specific fix was not installed to address the issue. The issue's Additional Information section may contain further explanation.
Will Not Be Addressed
The development team has considered the issue or request and concluded it will not be addressed. The issue's Additional Information section may contain further explanation.
The bug has been fixed. See the Version Fixed and Additional Information, if applicable, for more information.
The enhancement request has been implemented. See the Version Implemented and Additional Information, if applicable, for more information.