I suggest you publish all known issues, for your certified techs, DSC's.
Ex., Failed Upgrade (DW6.8-DW6.12) for a customer where the internal database v1 would not upgrade past DW6.9. DocuWare Support indicated it was a known bug where the v1 db couldn't survive multithreading used by the newer DBUpgrader. I couldn't find it in publication anywhere although DWSupport obviously knew it. And the published upgrade path indicated any upgrade could be direct from DW6.6-DW6.12 w/o caveat!
This is the kind of thing the certified techs deserve to know and/or be able to research. (The absence of this known info hurts the customer in down-time and impression of unreliability at future upgrade time; and almost makes 'certification' a mockery!)
With the new Support Portal we have new possibilities publishing solutions directly from out Ticket system. But this needs to be prepared carefully.
Viele Grüße / Best regards,
Senior Director Support EMEA
DocuWare Europe GmbH