On Thu, May 21, 2009 at 10:36 PM, Eric Myers <my...@spy-hill.net> wrote:
> On Thu, 21 May 2009, john.mcl...@sybase.com wrote: > >> > > A good description of how to produce the problem, but unless you develop > > the fix, an analysis of exactly what is happening is very likely to be > > completely wrong. > > We had this problem in the project I'm working on, where we would get help > desk requests that basically said "it's not working," with very little > supporting info. It doesn't matter if this is an e-mail or a bugzilla > ticket, it's not very useful. > > The way we are dealing with it is there is an on-line form where people > can submit requests or trouble reports, and it guides them through the > process of describing the problem, what they were doing at the time, > what error output they got, and any workaround they found. See a > sample at http://pirates.spy-hill.net/HelpDeskRequest.php > > To follow up on this idea, the nice folks at Red Hat have something similar. There's two ways to submit a ticket. There's a hold your hand way and the regular way fill out the form way. They're using Bugzilla, FWIW. It was helpful to use their guided form the first time I filed a bug report, even though I was experienced in reporting bugs though Trac for BOINC. And FWIW, Red Hat is a *big* thing. So yeah, I think it could be helpful for us. I'm already a "bug manager" (as Rom called it 2 years ago) so I'd be willing to field reports and enter them into Trac. I could only look in once a day though. -- ~Kathryn _______________________________________________ boinc_dev mailing list boinc_dev@ssl.berkeley.edu http://lists.ssl.berkeley.edu/mailman/listinfo/boinc_dev To unsubscribe, visit the above URL and (near bottom of page) enter your email address.
