** Description changed: [Impact] The X and compiz apport hooks direct users to Ask Ubuntu for technical support before filing a bug report. However, this results in many users going to AskUbuntu for problems that the AskUbuntu gang feel unable to help with. [Development Fix] No changes required for development. The Ubuntu-X team provides support for users of the development release. [Stable Fix] * Point user to all technical support options, not just Ask Ubuntu specifically. * Reword recommendation to explain why technical support should be used first. * Add a 'referred-by-support' tag so triagers can give those bugs priority attention. * Provide an option to just file the bug, for cases where the user knows they don't need technical support. [Test Case] 1. ubuntu-bug xorg 2. Follow dialog through to the technical support page 3. Pick "Please point me to where I can get technical support." Broken Behavior: Dialog pops up pointing user to http://askubuntu.com. Fixed Behavior: Dialog pops up pointing user to http://www.ubuntu.com/support. [Regression Potential] As this is a change to the xorg apport hook, technical problems to look for include irregularities in bug reporting against compiz, unity, or any xorg package. Testing that filing a bug and going past the aforementioned dialogs should be sufficient to prove the change works without regression. Non-technical problems to watch for are if users with X problems are more likely or less likely to get the help they need with this change in place. For example, by pointing them to a generic support page rather than a specific help site, will they simply give up, or will they drill down and find the help they need? (From my review, only the AskUbuntu - link resulted in actually relevant and effective advice, but even there - was kind of hit or miss. So this change may result in a huge regression - on this count, but we'll see.) + link resulted in actually relevant and effective advice, but even so was + still fairly hit or miss. If this holds true in general, then this + change may just make it harder for users to get help.) [Original Report] "Ask Ubuntu is the best place to get free technical support" While this is sort of true it's vague. Bug reports and crashers are offtopic for a Q+A site, so they are usually closed pretty fast and the user is sent to launchpad so that their bug can be properly handled, so Apport probably shouldn't send people there at all. Perhaps just linking to http://www.ubuntu.com/support/community is best.
** Description changed: [Impact] The X and compiz apport hooks direct users to Ask Ubuntu for technical support before filing a bug report. However, this results in many users going to AskUbuntu for problems that the AskUbuntu gang feel unable to help with. [Development Fix] No changes required for development. The Ubuntu-X team provides support for users of the development release. [Stable Fix] * Point user to all technical support options, not just Ask Ubuntu specifically. * Reword recommendation to explain why technical support should be used first. * Add a 'referred-by-support' tag so triagers can give those bugs priority attention. * Provide an option to just file the bug, for cases where the user knows they don't need technical support. [Test Case] 1. ubuntu-bug xorg 2. Follow dialog through to the technical support page 3. Pick "Please point me to where I can get technical support." Broken Behavior: Dialog pops up pointing user to http://askubuntu.com. Fixed Behavior: Dialog pops up pointing user to http://www.ubuntu.com/support. [Regression Potential] As this is a change to the xorg apport hook, technical problems to look for include irregularities in bug reporting against compiz, unity, or any xorg package. Testing that filing a bug and going past the aforementioned dialogs should be sufficient to prove the change works without regression. Non-technical problems to watch for are if users with X problems are more likely or less likely to get the help they need with this change in place. For example, by pointing them to a generic support page rather than a specific help site, will they simply give up, or will they drill down and find the help they need? (From my review, only the AskUbuntu link resulted in actually relevant and effective advice, but even so was still fairly hit or miss. If this holds true in general, then this - change may just make it harder for users to get help.) + change may be merely raising the bar to getting help, rather than + actually addressing the problem.) [Original Report] "Ask Ubuntu is the best place to get free technical support" While this is sort of true it's vague. Bug reports and crashers are offtopic for a Q+A site, so they are usually closed pretty fast and the user is sent to launchpad so that their bug can be properly handled, so Apport probably shouldn't send people there at all. Perhaps just linking to http://www.ubuntu.com/support/community is best. -- You received this bug notification because you are a member of Ubuntu-X, which is subscribed to xdiagnose in Ubuntu. https://bugs.launchpad.net/bugs/991602 Title: Apport's recommendation of Ask Ubuntu is vague To manage notifications about this bug go to: https://bugs.launchpad.net/ubuntu/+source/xdiagnose/+bug/991602/+subscriptions _______________________________________________ Mailing list: https://launchpad.net/~ubuntu-x-swat Post to : ubuntu-x-swat@lists.launchpad.net Unsubscribe : https://launchpad.net/~ubuntu-x-swat More help : https://help.launchpad.net/ListHelp