If you have problems installing @value{PRODUCT}, please use the @code{send-pr} program to fill out a Problem Report. The @code{send-pr} program is installed in the directory @code{@value{ROOTDIR}/bin}. @need 1100 Before using @code{send-pr} for the first time, you need to install your customer support ID into the program, by typing the command: @smallexample @b{shell%} install-sid @i{customerID} @end smallexample @noindent replacing @i{customerID} with your customer ID, which your sales representative will supply. The @code{send-pr} program enters the problem report into our Problem Report Management System (PRMS), which automatically assigns it to the engineer best able to help you with problems in the assigned category. The engineer will work with you via email, telephone, or both, and all email related to this Problem Report will be tracked by PRMS for future reference. If the engineer does not reply to you after a certain time, a reminder is automatically generated. If you need to talk to someone else in our organization about the problem (@i{e.g.}, if the engineer gets hit by a truck), we can find out what the current state is through the PR number. @value{COMPANY} uses PRMS for almost all of the real problems we handle. The @code{send-pr} program will try to intelligently fill in as many fields as it can. You need to choose the @dfn{category}, @dfn{class}, @dfn{severity}, and @dfn{priority} of the problem, as well as giving us as much information as you can about its exact nature. @need 1000 The PR @b{category} will be one of: @smallexample @group kerberos kerbnet doc help-request info-request install query-pr id-request send-pr @end group @end smallexample In general, if specific knowledge about Kerberos is requried to answer a PR, use the @i{kerberos} or @i{doc} categories. The @i{install} category is for problems retrieving the code off the media (@i{e.g.}, the data on a tape seems to be corrupted.) Questions about the installation procedures described in this document would fall under the category @i{kerberos}. The @i{help-request} and @i{info-request} categories are for general questions about your contract, or other issues not necessarily related to @value{PRODUCT}. Use @i{query-pr} to receive a current copy of your Problem Report, @i{id-request} if you need a customer ID, and @i{send-pr} if you're having trouble using send-pr. If your question is related to @value{PRODUCT} and you're not sure what the most appropriate category should be, use @i{kerberos}. The engineer can change the category if necessary. The @b{class} can be @dfn{sw-bug}, @dfn{doc-bug}, @dfn{change-request}, or @dfn{support}. The first two are exactly as their names imply. The @i{change-request} class is to inform us of changes, such as new email addresses or new contact information. The @i{support} class is intended for general questions about using the @value{PRODUCT} clients or libraries. The @b{severity} of the problem indicates the problem's impact on the usability of the @value{PRODUCT} software package. If a problem is @dfn{critical}, that means the product, component or concept is completely non-operational, or some essential functionality is missing, and no workaround is known. A @dfn{serious} problem is one in which the product, component or concept is not working properly or significant functionality is missing. Problems that would otherwise be considered @i{critical} are rated @i{serious} when a workaround is known. A @dfn{non-critical} problem is one that is indeed a problem, but one that is having a minimal affect on your ability to use @value{PRODUCT}. @i{E.g.}, The product, component or concept is working in general, but lacks features, has irritating behavior, does something wrong, or doesn't match its documentation. The default severity is @i{serious}. The @b{priority} indicates how urgent this particular problem is in relation to your work. Note that low priority does not imply low importance. @value{COMPANY} considers all problems important, and encourages its customers to be realistic about priority ratings. A priority of @dfn{high} means a solution is needed as soon as possible. A priority of @dfn{medium} means the problem should be solved no later than the next release. A priority of @dfn{low} means the problem should be solved in a future release, but it is not important to your work how soon this happens. The default priority is @i{medium}. Note that a given severity does not necessarily imply a given priority. For example, a non-critical problem might still have a high priority if you are faced with a hard deadline. Conversely, a serious problem might have a low priority if the feature it is disabling is one that you do not need. The @b{release} is as labeled on the software that was shipped. @i{e.g.}, @code{kerbnet-@value{RELEASE}}. It is important that you tell us which release you are using, and whether or not you have made any private changes. Bug reports that include proposed fixes are especially welcome. If you include proposed fixes, please send them using either context diffs (@samp{diff -c}) or unified diffs (@samp{diff -u}). @iftex @vfill @end iftex @page A sample filled-out form from a company named ``Toasters, Inc.'' might look like this: @smallexample @group To: bugs@@cygnus.com Subject: "KDC reply did not match expectations" error From: joe.smith@@toasters.com Reply-To: joe.smith@@toasters.com X-send-pr-version: 3.97-96q1 >Submitter-Id: toastersinc >Confidential: yes >Originator: Joe Smith (+1 415 903 1400) >Organization: ----- Joe Smith joe.smith@@toasters.com Toasters, Inc. ``The best UI in the world'' >Synopsis: "KDC reply did not match expectations" error message >Severity: non-critical >Priority: low >Category: kerberos >Class: sw-bug >Release: kerbnet-1.0 >Environment: NetBSD viola 1.1 NetBSD 1.1 (ATHENAADP) #0: Tue May 21 00:31:42 EDT 1996 i386 System: Intel P166 Architecture: NetBSD >Description: Getting "KDC reply did not match expectations" message. This does not seem to be affecting anything else. >How-To-Repeat: It happens when I type kinit. >Fix: None. Sorry. @end group @end smallexample @iftex @vfill @end iftex @page If the @code{send-pr} program does not work for you, you can use the following template instead: @smallexample @group To: bugs@@cygnus.com Subject: From: Reply-To: X-send-pr-version: none (typed manually) >Submitter-Id: >Originator: >Organization: >Confidential: <[ yes | no ] (one line)> >Synopsis: >Severity: <[ non-critical | serious | critical ] (one line)> >Priority: <[ low | medium | high ] (one line)> >Category: >Class: <[ sw-bug | doc-bug | change-request | support ] (one line)> >Release: cns-9?q? >Environment: System: Architecture: >Description: >How-To-Repeat: >Fix: @end group @end smallexample