To comment on the following update, log in, then open the issue:
http://www.openoffice.org/issues/show_bug.cgi?id=74683
User es changed the following:
What |Old value |New value
================================================================================
CC|'asrail' |'asrail,es'
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Status|NEW |RESOLVED
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Resolution| |WONTFIX
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------- Additional comments from [email protected] Wed Jul 29 01:06:59 +0000
2009 -------
My 2 cents on this.
Sum up of my comment:
- We don't *want* it to make "easy" for anybody to report a problem.
- We *want* qualified reports to make things move on
My background:
I am QA Engineer for OOo so my daily job since more that 12 years is (among
other many tasks!) to receive, analyze, reproduce and, if needed, re-write
incoming issues for the development.
The problem (very short summed up?): does "people happy with us" (easy bug
report) makes them really happy in the long term and resolves their problem
(easy and fast bug fixing)?
It's a question of point of view but I think about: "what do you really
want?"...
A metaphor now...
My heart pains and I can't breathe but:
- I don't WANT to GO to the doctor because it's far away
- (ok I am there but...) I don't understand what he says with "put your closes
off!", I don't want to do such thing and anyway I don't know how!
- Now he tells me to take those pills but I have no time for it and it's too
complicated!
That's how I receive this enhancement.... From the reporter's statement I get
that the people reporting here should have 3 fields to answer and that's all!
My answer is:
1. OOo is a FREE project: "Don't *expect* anything but get maybe more!"
2. IssueZilla is a Bug/Feature tracking system, NOT a support media: people here
won't get answers to their questions or that we fix their problem now! We don't
answer questions and don't "help" people.
So the first problem is the re-direction to the correct media and the
understanding of the system:
- On Support media (http://support.openoffice.org/index.html), people help
people in solving their problems.
- On IsueZilla: People help *US* resolving their problems in a long run.
That's a difference I'd see between a "Community" "helping" actively each other
and "Customers" waiting for a "service".
This is a huge difference!
So my personal point of view is: it doesn't matter if our system is complicated
and only "the right people" get their way into it, we don't WANT "the mass" to
spam us with unqualified requests, for which we don't get answer to our
questions during weeks and are still unqualified.
Let me explain an other way...
In a lot of IT companies you have:
- a 1st level support: Supporters calming down people, taking care about them,
proposing workarounds. *reproducing* the case and THEN forwarding to the next
level...
- a 2d level support (actually the QA): analyzing the submission and
re-assigning to the right developer and the right target.
Currently we, QA people, get all the "trash" (sorry for the expression, but it's
quite true...) of the people "who make it into the system", so I'm not eager to
see more unqualified statements here...
To help the people "finding" their diseases we need to know "where" it pains and
see the body. What you propose is "I have a pain but guess what! I don't say
more!"
Though I agree IZ is too complicated, this issue, the way you express it doesn't
serve the users but only marketing goals.
So I'll close it as WONTFIX.
(Remember the you can reopen it IF you make a qualified statement ;) )
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