-- replying below to --
From: Kay Schenk [mailto:kay.sch...@gmail.com]
Sent: Wednesday, February 11, 2015 09:24
To: dev@openoffice.apache.org
Subject: Re: [REQUEST] Bugzilla "User Error" Reports
On 02/11/2015 01:05 AM, Mathias Röllig wrote:
> On 11/02/2015 Andrea Pescetti wrote:
>> On 10/02/2015 Mathias Röllig wrote:
>>> I also suggest that only peoples with Can-Confirm-Right can reopen an
>>> issue or reset to Unconfirmed.
>>
>> Do you see it being abused too much? In general we prefer to keep the
>> access open and educate people about possible mistakes, but if many
>> users are consistently getting it wrong we can revisit the policy.
we do seem to have a fair amount of user type questions vs actual issues
IMO.
<orcmid>
I think Mathias was talking about people reverting closed
issues and thinking it would be good to make that more
difficult. I am aligned with Andrea on this. It is no
different than who can do what on the SVN.
</orcmid>
>
> At this time a have only one special case. But I'm still too busy to see
> what's going on. :-(
> But yes I prefer also openness as wide as possible.
>
> Regards, Mathias
As it turns out, I think most of these are closed with RESOLVED - NOT AN
ISSUE, so maybe we don't need a special tag as long as QA folks are
consistent in closing what seems to be user centric issues with this
approach.
Examples of some of these:
* can't get a particular printer to work with AOO
* can't determine how to get values in Calc to sort correctly because
column format is not specified correctly
It is not clear cut on what is an "issue" vs a usability problem. Can we
construct guidelines to help solve this problem?
<orcmid>
I think the problem is that we say "not an issue" when it is
"not a bug" and when we say "not a bug" we mean a specific
defect in the code.
That's a pretty narrow view, especially since we also
accept feature requests (such as [Issue 4914]) in the
Bugzilla. (I don't know if it can be used for tasks also.)
But of greater concern to me is that when users say they
have an issue it is important to take their word for it and
not dismiss them. In particular, deflecting them to the
users @oo.a.o list and calling it a "support" list is at least
impolite, especially when someone has run the Bugzilla
gauntlet to contribute their problem.
Also, these "issues," even if not solved by direct action
on the code, may merit some provision to assist users in
problems such as configuring fonts, printers, etc. We need
*specific* places to send those folks, where they see they
are in the right place and also where volunteers can
provide any further assistance.
Almost every user issue provides information about an area
where we could be more helpful, even if not in the product
itself.
We have no idea how many users abandon AOO because of the
same issue without ever going to the extra effort of letting
us know about it.
</orcmid>
--
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MzK
"An old horse for a long, hard road,
a young pony for a quick ride."
-- Texas Bix Bender
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