When you contact Harris Geospatial Technical Support for help, often the engineer with which you work will report a bug or request a new feature as part of their response. Bug reports and feature requests are generically referred to in our tracking system as change requests, or CRs. Often, after a bug report or change request is submitted, the Technical Support engineer will close the tech support incident. This only means that that there is nothing else the Technical Support engineer can do to resolve the problem. When the Tech Support incident is closed, the issue remains alive for our Software Engineering and Product Management teams.
The following flow chart shows the life cycle of a bug report or a feature request at Harris Geospatial.