My name is Abraham Borbujo from Autodesk Technical Support Team in Madrid (Spain) office.
I wanted to share with you, in case that you find it helpful, the process to create a Flame Support case.
Some cases are arriving to the wrong queue, as the Product Support Team is different from the Account Administration or the Installation and Licensing one.
So, please, make sure you select the next options when creating a case related to Flame software issues. https://www.autodesk.com/support/contact-support
Hi @AbrahamLevi, can you please clarify this step?
I’ve noticed if you include the word “launch” in the description field, the next question it asks is “Can you launch your software?”
If you answer no to that question, does it automatically funnel you into the generic Autodesk support queue? (which also offers Live Chat?) Or does the “Create a case” button on that page still go to Flame support?
Hi @aesterling,
Good point. Since some recent changes have been implemented in the case creation process, the case description seems to be taken in account for the case creation type.
I would recommend to answer “yes” if you are asked about Flame launch. In that case, the case will be created as a product support case instead of an Inslallation and Licensing one, reaching us directly.
Regards.
How can we see the status of older Bug reports/defects?
FLME-64284 - Corrupt Actions when conforming from XMLs was created by a company we dont work at anymore so it was done via the companies account but its still a issue.
How does one track those tickets or are these bug reports hidden from the public?
I was also not able to see it in the known issues for any release.
Las reply we got said the case was closed due to waiting messages from the dev team "They will link this new issue to a bigger project to improve a number of items in this area."
Its been a few years now and we really really need this breaker of a bug to be squashed
We can reproduce this bug in every flame version we have or had on all the platforms , on every project. Its super annoying.
How is it with these old long standing issues, should be submit a bug report for every version that gets released flagging it as a issue still or what should we do to get these super long standing bugs resolved? Whats the process here?
Hi Finn, usually the incidents are listed in the release notes. Some incidents are in the edge of a feature request and an incident and could take more time to be included in a most wide project that would cover all at once.
Additionally some of the pending incidents could not be listed in latest versions as known issue if they had been included previously, as far as i know.
I hope yours will be addressed soon.
If not, feel free to create a new case to report it.
Regards.
