Re: [discussion] get rid of NOT_AN_OOO_ISSUE
> On Dec 29, 2018, at 3:42 PM, Keith N. McKenna > wrote: > >> On 12/29/2018 12:49 PM, Jörg Schmidt wrote: >> >>> From: Peter Kovacs [mailto:pe...@apache.org] >>> Sent: Saturday, December 29, 2018 3:17 PM >>> To: dev; users >>> Subject: [discussion] get rid of NOT_AN_OOO_ISSUE >>> >>> Hi all, >>> >>> I would like to get rid of the Resolution "NOT_AN_OOO_ISSUE". This >>> leaves people angry and it is annoying to Copy paste or just rewrite >>> always the same stuff. >>> >>> So I wonder if we could add a component user support, and allocate the >>> users list to it. With that we have a broader community >>> looking at those >>> help requests, and handle them like every other Issue. Also maybe the >>> barrier between developers/testers and user support gets >>> reduced a bit. >>> >>> If it is a bug someone can simply change the component and we >>> can check >>> for reproducibility. Instead of NOT_AN_ISSUE I would like to >>> have FIXED >>> by workaround or something similar. >>> >>> >>> can you take some time and write your opinion? >> >> my opinion: >> Bugzilla is not a support ticket system. If we were to start inviting users >> (through an appropriate category in Bugzilla) to submit support requests >> here, we would be creating additional work for ourselves. >> >> I don't think there will be more satisfaction through more tolerance in the >> use of Bugzilla. See the following example: >> For years, we have tolerated misbehavior by users on the German users >> mailing list (users...@openoffice.apache.org), and what we achieve is not >> happy users, but confusion, inefficiency, and frustration among volunteers >> and users. >> >> >> Sorry, I understand your concern, but I don't think we can solve the >> problems of misuse of Bugzilla in that way. >> >> >> greetings, >> Jörg >> > Peter; > > As Marcus stated earlier NOT_AN_OOO_ISSUE is a valid response to an > issue that does not have it's roots in AOO and should be used as such. > Bugzilla is a bug tracking system and not an support help desk. https://forum.openoffice.org/ is a good place for support. Regards, Dave > > Keith > >
Re: [discussion] get rid of NOT_AN_OOO_ISSUE
On 12/29/2018 12:49 PM, Jörg Schmidt wrote: > >> From: Peter Kovacs [mailto:pe...@apache.org] >> Sent: Saturday, December 29, 2018 3:17 PM >> To: dev; users >> Subject: [discussion] get rid of NOT_AN_OOO_ISSUE >> >> Hi all, >> >> I would like to get rid of the Resolution "NOT_AN_OOO_ISSUE". This >> leaves people angry and it is annoying to Copy paste or just rewrite >> always the same stuff. >> >> So I wonder if we could add a component user support, and allocate the >> users list to it. With that we have a broader community >> looking at those >> help requests, and handle them like every other Issue. Also maybe the >> barrier between developers/testers and user support gets >> reduced a bit. >> >> If it is a bug someone can simply change the component and we >> can check >> for reproducibility. Instead of NOT_AN_ISSUE I would like to >> have FIXED >> by workaround or something similar. >> >> >> can you take some time and write your opinion? > > my opinion: > Bugzilla is not a support ticket system. If we were to start inviting users > (through an appropriate category in Bugzilla) to submit support requests > here, we would be creating additional work for ourselves. > > I don't think there will be more satisfaction through more tolerance in the > use of Bugzilla. See the following example: > For years, we have tolerated misbehavior by users on the German users mailing > list (users...@openoffice.apache.org), and what we achieve is not happy > users, but confusion, inefficiency, and frustration among volunteers and > users. > > > Sorry, I understand your concern, but I don't think we can solve the problems > of misuse of Bugzilla in that way. > > > greetings, > Jörg > Peter; As Marcus stated earlier NOT_AN_OOO_ISSUE is a valid response to an issue that does not have it's roots in AOO and should be used as such. Bugzilla is a bug tracking system and not an support help desk. Keith signature.asc Description: OpenPGP digital signature
RE: [discussion] get rid of NOT_AN_OOO_ISSUE
> From: Peter Kovacs [mailto:pe...@apache.org] > Sent: Saturday, December 29, 2018 3:17 PM > To: dev; users > Subject: [discussion] get rid of NOT_AN_OOO_ISSUE > > Hi all, > > I would like to get rid of the Resolution "NOT_AN_OOO_ISSUE". This > leaves people angry and it is annoying to Copy paste or just rewrite > always the same stuff. > > So I wonder if we could add a component user support, and allocate the > users list to it. With that we have a broader community > looking at those > help requests, and handle them like every other Issue. Also maybe the > barrier between developers/testers and user support gets > reduced a bit. > > If it is a bug someone can simply change the component and we > can check > for reproducibility. Instead of NOT_AN_ISSUE I would like to > have FIXED > by workaround or something similar. > > > can you take some time and write your opinion? my opinion: Bugzilla is not a support ticket system. If we were to start inviting users (through an appropriate category in Bugzilla) to submit support requests here, we would be creating additional work for ourselves. I don't think there will be more satisfaction through more tolerance in the use of Bugzilla. See the following example: For years, we have tolerated misbehavior by users on the German users mailing list (users...@openoffice.apache.org), and what we achieve is not happy users, but confusion, inefficiency, and frustration among volunteers and users. Sorry, I understand your concern, but I don't think we can solve the problems of misuse of Bugzilla in that way. greetings, Jörg - To unsubscribe, e-mail: dev-unsubscr...@openoffice.apache.org For additional commands, e-mail: dev-h...@openoffice.apache.org
Re: [discussion] get rid of NOT_AN_OOO_ISSUE
Am 29.12.18 um 15:17 schrieb Peter Kovacs: I would like to get rid of the Resolution "NOT_AN_OOO_ISSUE". This leaves people angry and it is annoying to Copy paste or just rewrite always the same stuff. So I wonder if we could add a component user support, and allocate the users list to it. With that we have a broader community looking at those help requests, and handle them like every other Issue. Also maybe the barrier between developers/testers and user support gets reduced a bit. If it is a bug someone can simply change the component and we can check for reproducibility. Instead of NOT_AN_ISSUE I would like to have FIXED by workaround or something similar. I cannot belief that all (or the most) users are really angry / annoyed / disappointed. Can you proof that? The resolution was created to make it visible that the reported issue has its source not in OpenOffice. It has nothing to do with user support. Maybe it's often used for this but this was/is not intended. Sorry but I don't like the idea to delete a resolution because of unsatisfied users. We can create a new product with a default component and put the users@ mailing list as assignee. But IMHO this wouldn't change the root problem: An issue tracker is the wrong channel for users when they have howto questions or support requests. Here we need to think how this can be improved. My 2 ct. Marcus - To unsubscribe, e-mail: dev-unsubscr...@openoffice.apache.org For additional commands, e-mail: dev-h...@openoffice.apache.org
[discussion] get rid of NOT_AN_OOO_ISSUE
Hi all, I would like to get rid of the Resolution "NOT_AN_OOO_ISSUE". This leaves people angry and it is annoying to Copy paste or just rewrite always the same stuff. So I wonder if we could add a component user support, and allocate the users list to it. With that we have a broader community looking at those help requests, and handle them like every other Issue. Also maybe the barrier between developers/testers and user support gets reduced a bit. If it is a bug someone can simply change the component and we can check for reproducibility. Instead of NOT_AN_ISSUE I would like to have FIXED by workaround or something similar. can you take some time and write your opinion? -would you like to help? Thanks All the Best Peter - To unsubscribe, e-mail: dev-unsubscr...@openoffice.apache.org For additional commands, e-mail: dev-h...@openoffice.apache.org
