[Revised Sep 03]
Unexpected incidents, causes;
Operator misunderstanding. RxOne has proved to be very reliable and most reported bugs have turned out to not be true bugs, but a case of the user misunderstanding how some function works. Ask the Help Desk if you are unsure how to achieve a particular result.
Missed update. The second most common cause of apparent bugs is that one of the monthly updates has not been put through. This can cause a problem long after the missed update if something important has been missed.
Bug reporting
But of course, some bugs are real and if you have checked in these 'Help' notes to see if your problem is explained, and the bug is still a real bug, we would appreciate being advised so we can test for it and fix it.
To look into it we need to know the exact keystrokes/mouse clicks that will demonstrate the bug in a reproducible way. This is essential as without it there is nothing to investigate. It is not always easy to get this detail, and a good place to start is with an 'incident log'.
Bug fixing. If a bug is confirmed, it will be fixed, tested and distributed, as described in the limited warranty section, and a fix sent to the reporting user as soon as possible.
- If the apparent bug cannot be reproduced by following the user's sequence of steps, or if it can be shown that the problem was not a software fault, the user may be charged for the investigation at current computer industry rates.
Testing and release
Fixing of a proven bug is the highest priority for the programmers, and is done a.s.a.p. onto the current development version. As soon as this has passed the in-house testing (but not before) it is released to test sites, usually starting with the user who reported the bug if they are a suitable site considering the size of the pharmacy, location etc.
It is often not safe to immediately send out a 'quick fix' to a user, since that would not only give them the 'fix' but also expose them to all the other (untested and perhaps major) changes in the development version. For safety a bug fix must go through the same testing as a normal release version if the user's data is not to be placed at risk.
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