3 ms·
With a standard case management system this can (and is at other companies) automated - so maybe an hour max for an acknowledgement that a case got created? I
by kerng 8y ago
With a standard case management system this can (and is at other companies) automated - so maybe an hour max for an acknowledgement that a case got created?
It sounds like Apple might be doing do this all via email, no case management software. That would be pretty bad.
- olliej 8y agoNo, everything is tracked. apple uses radar (an internal tracking system). You can’t automate handling of bug submissions unless they’re semi automated (crash reports , spintracer, etc get coalesced, and high volume ones get higher priority). But people filing bugs themselves? That goes through triage to filter out unactionable bugs and send to correct engineering teams. Those then gets screen by either (if the team is big enough) and dedicated screener, to the right sub component or engineer. That all takes time, and is unavoidable