I think that now I see your point better In this case, if we are 100% sure
that it’s not a bug and it can be solved or workarounded by a proper
configuration or in other way, I suggest to close such Jiras with a “Not a bug”
resolution and add a comment where ask user to post this as a question on user@
or write there a known solution/workaround for that (or a link to user@/SO
similar question).
If we are not sure that it’s not bug, let’s label it with, for example,
"user-issue” label until it will be triaged finally by someone who knows this
component better.
I’m not sure that any automation will work for this, it will just bring more
duplicated/not informative emails to user@.
Alexey
> On 5 Apr 2021, at 18:12, Kenneth Knowles <k...@apache.org> wrote:
>
> 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
> <mailto: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
> <mailto: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
> <mailto: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
> > <mailto: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
>
