On Tue, 12 Feb 2013, Dave Liquorice wrote: > On Tue, 12 Feb 2013 11:00:51 +1100, Terry Fage wrote: > > > Many apps etc that have a presence online with a forum often have a > > forum specifically for Bugs, maybe just have a forum to notify all that > > a bug exists and to goto Bugzilla for info and then in bugzilla request > > the help. > > > > Lets face it when you notice a forum called Bugs you like to keep an eye > > on it.
That might be true for you Terry, but it's a big assertion to say that it is true for all. Do you keep an eye on bugzilla reports? > > The forum could then be read only for ordinary users. > > Then ordinary users won't be able to tell the devs about bugs. IMHO the > current stock response to many problem reports in the forums of "Looks like > a bug, create a bug report in bugzilla" simply doesn't work. That depends on how you measure whether it works or not. I think that SME server software has a reputation for being reliable, and the strong encouragement to report all bugs to bugzilla, where they can be tracked to resolution, plays a significant role in preserving that good record. > Bugzilla is not the most friendly bit of software, it's far too complex and > geeky for many Most users need do nothing more than fill text into a box and occasionally attach files. Is that really so hard? > and it requires you to create yet another login. If that is a big impediment, then work should be done to create a unified login. > All little > steps but little steps all add up to a big one and it's not long before the > person with the problem says to themselves "WTF, I can't be bothered. I've > told 'em in the forum anyway". You and I both know that isn't sufficient. If people do adopt that attitude, is it really our problem, and something that we can fix? You can lead a horse to water ... Remember the purpose of the bug tracker is to help us to get bugs fixed, not to make a user feel good about themselves. That's not to say that we shouldn't thing about and talk about the process, and make it more effective for users, but don't forget the main goal. > > However would need someone to monitor it to change to solved when done. > > I see the "trouble shooter" role fitting here. They monitor the "Bugs" > forum, engages with the user (via the forum, a method they are used to and > comfortable with) to elicits any further information and raises the bug > report in bugzilla. Post a link to the bug report in the forum and encourage > the reporter to watch that bug for developments or further information > requests(*). When the bug comes to some form of resolution posts that back > into that forum thread. I don't see this working now. I see a few of these trouble shooters in the forum, interacting with users about bug reports, but very little of the information flows through to bugzilla. > > This would appear to be a major change in the SME re its bug > > notification and actioning etc. > > I may not get on with bugzilla but I do see that it is a very powerful tool > and the only way to keep track of bugs in any sensible manner. Forums don't > even get off the starting block for this functionality. It's good to hear you say that. This is important. > (*) Bugzilla already has the NEEDINFO status. Is it possible for an > automatic process to update the bug after say 10 days of that flag being set > thus triggering an email to the "troubleshooter group" that perhaps the info > request needs to be transferred to the relevant bugs forum thread. Probably. It's all ones and zeros. I don't whether we have any bugzilla experts though - that might require modification of the bugzilla code. _______________________________________________ Discussion about project organisation and overall direction To unsubscribe, e-mail [email protected] Searchable archive at http://lists.contribs.org/mailman/public/discussion/
