What can _we_ do?

[Niels]

Hi all,

there appears to be a number of problems with 1.4. Obviously, people who have it working fine aren't as likely to write in the forums as people who don't, but still. Some of the main problems are: Distributed monitoring, database load, agents dying and of course documentation.

Many good questions remain unanswered in the forums, and there doesn't appear to be a whole lot of progress on the problems mentioned above. The developers are probably hard at work, and I'm not trying to belittle that. Instead I'm asking this: What can we, the users, do to help? How can we assist the developers in getting these bugs exterminated?

What do you want, developers? Logs? Traces? Dumps? Virgins?

[tronite]

Hi all,

there appears to be a number of problems with 1.4. Obviously, people who have it working fine aren't as likely to write in the forums as people who don't, but still. Some of the main problems are: Distributed monitoring, database load, agents dying and of course documentation.

Many good questions remain unanswered in the forums, and there doesn't appear to be a whole lot of progress on the problems mentioned above. The developers are probably hard at work, and I'm not trying to belittle that. Instead I'm asking this: What can we, the users, do to help? How can we assist the developers in getting these bugs exterminated?

What do you want, developers? Logs? Traces? Dumps? Virgins?

Whenever you come across problems, go to the feedback and suggestions forum and throw in a tread there, keep up with your threads to find out if the developers might find your logs useful for whatever problems, communicate, communicate, communicate and most of all keep that spirit of wanting to help abrest.

[Alexei]

I can tell you that we read absolutely all messages posted here! We are aware of all reported issues and all of them go to our bug tracking system which is not publicly available yet (we are piloting it currently).

Lack of our response on a bug report normally means:

- this is not a bug
- this is a duplicate report
- we got it, thanks, wait for response (request for an additional information, patch, whatever)

Note that all such messages get our attention sooner or later.

The process will be much more transparent as soon as we get the bug tracking system available for public use.

[Niels]

I can tell you that we read absolutely all messages posted here!

That's very good to know.

We are aware of all reported issues and all of them go to our bug tracking system which is not publicly available yet (we are piloting it currently).

Do yo have an ETA on that?

Lack of our response on a bug report normally means:

- this is not a bug
- this is a duplicate report
- we got it, thanks, wait for response (request for an additional information, patch, whatever)

It would be helpful if you were to explicitly write that on each thread. As it is, many threads have no reply, and we can only guess why that is.

Thanks

[tronite]

That's very good to know.


Do yo have an ETA on that?


It would be helpful if you were to explicitly write that on each thread. As it is, many threads have no reply, and we can only guess why that is.

Thanks

I have to agree with Neils, I have gone through so many of the threads on these forums and there is a huge bunch that are not replied some even dating as far back as 2005 and 2006. although I share the same sentiment that it is good to know that you guys read all the threads although it is a bit scary as well.

Amazing product.

[Alexei]

I have to agree with Neils, I have gone through so many of the threads on these forums and there is a huge bunch that are not replied some even dating as far back as 2005 and 2006.

Hey, why didn't you answered some of the unanswered posts instead of generating tens of mostly empty posts today?!

Also, ZABBIX developers are not supposed to answer all posts. The forums are created for ZABBIX community discussions, not for an official support!

[Niels]

Also, ZABBIX developers are not supposed to answer all posts. The forums are created for ZABBIX community discussions, not for an official support!

Be that as it may, if you read a post and think "that's a dupe" or "that's been fixed", it would be easy for you to note that, and quite helpful to others with the same problem.

[Alexei]

That's very good to know.


Do yo have an ETA on that?


It would be helpful if you were to explicitly write that on each thread. As it is, many threads have no reply, and we can only guess why that is.

Thanks

No, we do not have ETA. It depends. If we find no show stoppers it can be made available in June, later otherwise.

We cannot answer all threads, especially where people are discussing some basic problems. It takes time, LOTS of time.

[rxm8028]

Have to agree...

I have to agree with Alexei on this one...the community must support each other. Alexei and the other developers have done us all a great service in releasing such a tremendous product in Open-Source form. In my experience, developers rarely respond to 'community' support forums, because they must focus on the paid support contracts that keep the business running and the project alive. I am grateful that the developers of Zabbix make such an effort to monitor the community forums, and do respond quite often.

Having said all that, I must also say that Zabbix 1.4 looks like a real leap forward. I have tested it as a clean installation, and really liked what I saw. Unfortunately, the upgrade process is none too smooth. I, for one, will continue testing the upgrade, but must do it on a limited basis. I can't afford to loose all the history I have accumulated in the 1.1.6 system I am currently running.

[Niels]

I have to agree with Alexei on this one...the community must support each other. Alexei and the other developers have done us all a great service in releasing such a tremendous product in Open-Source form. In my experience, developers rarely respond to 'community' support forums, because they must focus on the paid support contracts that keep the business running and the project alive. I am grateful that the developers of Zabbix make such an effort to monitor the community forums, and do respond quite often.

Of course I'm grateful, Zabbix is a great program -- except for the tiny issue I have: it doesn't work. There are things only developers know. If Alexei sees a post and thinks "that was solved in 1.4.x", it would be immensely helpful to say that. I understand completely that precious developer time shouldn't be spend on newbie issues, but those aren't what I'm talking about.

When I evaluate a new program for use, I look at features and requirements, but I also look closely at documentation, forums and support. How much of a community is supporting this program? Can I expect answers to questions? Zabbix and Zenoss were the two programs I ended up with, and after some time I'm stuck with Zabbix. IMO, if you want a successful project, the developers have to do more than just program. And in Zabbix, they do -- Alexei often posts in the forums, and that's good. Good questions remain unanswered, and that gives a poor impression.

Also: If the documentation was more thorough, many questions could be avoided. I like the style of the documentation, but it needs more content.

[Alexei]

Of course I'm grateful, Zabbix is a great program -- except for the tiny issue I have: it doesn't work.

...

Zabbix and Zenoss were the two programs I ended up with, and after some time I'm stuck with Zabbix.

I see a contradiction here Anyway, thanks for sharing your thoughts. I admit that nothing is perfect and ZABBIX has many areas that can be improved. We are constantly working on it.

However, pelase, keep in mind, that we are a small company, we have to make a living, and looking from this perspective, hanging on forums is not the most effective way of moving things further (yet I agree it probably helps to maintain a good image).

Did you ever consider purchasing of a ZABBIX support btw? Even the cheapest support agreement means that all your bug reports will be fixed and fixes delivered in a timely manner, guaranteed.

[Niels]

Did you ever consider purchasing of a ZABBIX support btw? Even the cheapest support agreement means that all your bug reports will be fixed and fixes delivered in a timely manner, guaranteed.

I'd like to get Zabbix working in a simple test configuration on my own. After that, buying support is certainly an option. I can't find any prices on the website.

Thanks

[Markus]

Looking forward to the bug tracking system. It is going to help with distinguishing between real bugs and other problems users are having. The forum is great for users to help other users. Naturally Zabbix users come with a whole range of skill levels and the same goes for the questions which have been asked on this forum.
I understand that the developers don't want to waste time on some basic problems which sometimes are actually more Unix related than directly concern Zabbix. Such issues are usually easily resolved by more experienced forum users.
On the other hand the lack of feedback about genuine bugs that were raised in the forum can be quite frustrating for anyone who ran ino the problem. For example several people simply cannot get version 1.4 going. I am not doubting that the Zabbix team is working on resolving this issue, just the lack of feedback is frustrating. The public bug tracking system should be the answer to this.

Markus

[AdrianW]

Price for Support - Contact Sales

I'd like to get Zabbix working in a simple test configuration on my own. After that, buying support is certainly an option. I can't find any prices on the website.

Thanks

Hello. Like yourself, I was interested in the exact costs of the support options. I do not work for Zabbix and have just begun to explore it myself so I contacted them:

At the bottom of the Zabbix Commercial Support Levels web page http://www.zabbix.com/support.php is a link to contact sales, <[email protected]>. They are quick to reply to inquires and willing to provide pricing. The reply I received was friendly and helpful. Hopefully this helps your quest to learn more about buying support.

[tronite]

Support!

I see a contradiction here
Did you ever consider purchasing of a ZABBIX support btw? Even the cheapest support agreement means that all your bug reports will be fixed and fixes delivered in a timely manner, guaranteed.

I wonder how this usually works, specifically how you overcome geographic barriers, I for one live in South Africa. Would you care to explain how you usually care for clients half way across the planet if ever?