I'm with you 100% on the need for a bug tracker. I use both Telerik controls and DevExpress controls for my development needs (sometimes even in the same application). An area where DevExpress is ahead is in bug tracking and transparently managing their workload based on community input. Their process is:
- Bugs get reported and a bug tracker post is created
- Workarounds are detailed in the post once they are developed
- Customers can see the bug in the bug tracking system (and therefore find any workarounds), plus add their own comments
- Customers subscribe to the 'bug' therefore letting DevExpress know how many people are interested in having it fixed and therefore it drives/influences their priority
- When a customer subscribes to a bug, the value they get is a notification when the bug gets fixed so there is an incentive for a customer to subscribe
- The bug reports contains a likely date (or release) for the fix so customers can know what's going on
- If a known bug is reported or commented upon again in a DevExpress forum or support request, DevExpress (or knowledgeable customers) point the new reporting poster to the bug post. They can see the workaround and they can subscribe therefore upping the priority of the bug.
- When a release is done, the bug numbers are detailed in the 'what's new/what's fixed' report so their customers can see what the actual bugs were and what has actually been fixed
It's a simple system and, I believe, it gives value both to the supplier of the software and to customers. I would love to see something similar implemented here by Telerik.