I agree "User Issue" is a better name and that we should not provide
support through Jira. I should have raised the problem first as a question:
Today we have lots of support cases filed as "Bug" and then support on the
Jira proceeds very much like a StackOverflow question. It doesn't really
make sense to put these in the bug backlog either. What can we or should we
do about this? ("nothing" is an OK answer - I should mention that I started
this thread because it was fresh in my mind, not because it was urgent).
IMO StackOverflow and user@ are much better, because of being discoverable
for others, plus users support each other in those places.
So, goals I propose:
- reduce user support conversations that occur on Jira
- have a good way to triage and identify such tickets ("correct priority,
correct component, correct issue type, ping someone")
Options for distinguishing Jira issues:
- a label (like "user-issue")
- a component (like we have "test-failures")
- an issue type ("User Issue")
Options for what do do with these issues might be:
- automate comment on the issue to ask on user@
- send new issues to user@ as they occur
- send a digest of new issues to user@ at some schedule
I don't have a strong opinion about these options. I kind of like the idea
of being able to manually categorize things to user issue and then have
automation do a comment.
Kenn
On Thu, Apr 1, 2021 at 11:05 AM Robert Bradshaw <rober...@google.com> wrote:
> I agree with the idea of adding a label to this, which can be attached to
> real bugs, etc. that are in specific components. I don't think it makes
> sense to try to offer user support though jira though--if it's a bug let's
> rephrase the question as such, otherwise we could post the question (and
> possible answer) to the users list (and close the jira linking to that).
>
> On Thu, Apr 1, 2021 at 10:31 AM Ahmet Altay <al...@google.com> wrote:
>
>> +1 on using a label instead. I think the naming will matter. "Support"
>> might send a wrong message, but "User Issue" sounds more neutral and would
>> necessarily set an expectation to receive support. (I have no data to
>> "support" this :), it is a guess.)
>>
>> Would it be possible to somehow link user@ list with this curated set of
>> user issues. Users helping users would probably be a win for everyone
>> involved.
>>
>> Ahmet
>>
>> On Thu, Apr 1, 2021 at 10:12 AM Alexey Romanenko <
>> aromanenko....@gmail.com> wrote:
>>
>>> I noticed the similar pattern too. I like the idea to have a new issue
>>> type but in which way it would help? Won’t be enough to just add a special
>>> label for such Jiras?
>>>
>>> Alexey
>>>
>>> > On 1 Apr 2021, at 01:27, Kenneth Knowles <k...@apache.org> wrote:
>>> >
>>> > Hi all,
>>> >
>>> > I've been doing a lot of looking through untriaged bugs. There is a
>>> pattern of many issues that are essentially user questions. It is often
>>> ambiguous if the problem is their pipeline (often) or an issue with a core
>>> component (possible).
>>> >
>>> > Has anyone else seen this pattern or is it just me? Would it be useful
>>> to have a new issue type for "Support" or "User Issue"? It may send the
>>> wrong message. We can keep them as "Bug" because until we figure it out we
>>> should assume there might be a bug. I expect as we scale up this will be
>>> more and more of Jira.
>>> >
>>> > What do you think? I think I have looked at too many issues in a row
>>> and I need an outside opinion.
>>> >
>>> > I'm also curious what other ASF/OSS projects do.
>>> >
>>> > Kenn
>>>
>>>
