Announcing the Closed Loop Bot
Common feedback we receive from customers is that they feel like bugs they report long go unaddressed. Oftentimes, a bug has been fixed, but we never communicated that back to the customer. Introducing the Closed Loop Bot!
What is this?
Closed Loop Bot is an automation that connects Jira, our issue tracking tool, to the Community. It will close the loop with forum topics when a fix is released.
Why are we introducing a bot to the forum?
Simply put, we want to be better at following up with our customers when they take the time to report bugs.
For your forum topics to be included in this bot automation, an Autodesker must review your report and associate it with the ticket in our system. This bot allows us to make sure we close the loop with every bug report we find.
Where will I see the Closed Loop Bot?
At the first launch, you’ll see the bot reply to topics in the Support and Manufacturing forums. As we integrate the tool with more forums, we’ll keep the Community up to date.
What should I expect to see if my topic is responded to by the Closed Loop Bot?
Your topic will have a reply letting you know the ticket ID of your bug report in case you want to reach out to Autodesk via a different channel, like Customer Technical Support.
Then, when the bug is fixed and released, you will receive a follow-up reply letting you know.
Great! My bug is fixed! Now what?
Please mark the post as a solution. If you’re happy with the results, go ahead and include a thumbs up, so that we can help the community build trust in this tool and see the value it can provide.
What if I’m still seeing an issue or my bug isn’t fixed?
Reply to your topic and the bot’s response and let us know. We’ll be monitoring this release closely and rely on your feedback to create a positive community for Autodesk.
What if the follow-up and the information provided fixed the bug?
Mark the post as solution
Thanks!
Phil Eichmiller
Software Engineer
Quality Assurance
Autodesk, Inc.
