-----Original Message----- From: Kay Schenk [mailto:kay.sch...@gmail.com] Sent: Tuesday, October 28, 2014 16:33 To: OOo Apache Subject: [DISCUSS] User support vs issues
We've noticed many more items filed as "issues" lately that fall into the category of user support. In an effort to track down the origination of this, it seems our Help Wanted page on the planning wiki might be a contributing factor: https://cwiki.apache.org/confluence/display/OOOUSERS/Help+Wanted See item #2 under Easy. Are there some suggestions for different wording for this? We certainly DO want people to report things that don't work as advertised, but how to differentiate issues from user support is the challenge. <orcnote> It might be good to re-order that list so that the most likely response for someone with a problem and is a novice around trouble-shooting would get to the appropriate place first. This may mean putting the forums at the top of the list. Also, offering an either-or dev@ versus users@ is probably not helpful for folks who are not clear about the difference. A BIGGER PROBLEM: The "I need help with OpenOffice" link at < http://www.openoffice.org/> is not responsive to someone who clicks that link when they are in difficulty. I think there needs to be quick differentiation among 1. Having trouble with the software or installation 2. Having trouble getting something to work 3. Wanting to learn more Filing a bug report should probably be after looking on the Forums first. A related concern. Filing a bug report that is clear enough to have a reproducible demonstration of the problem takes a great deal of effort. That usually means the reports need to be curated and the user engaged. When I see the number of ancient similar bug reports that are in the Bugzilla, I want to run screaming away as far as I can get. And I like to think I am relatively patient. </orcnote> -- ------------------------------------------------------------------------- MzK "One must still have chaos in oneself to be able to give birth to a dancing star." -- Friedrich Nietzsche --------------------------------------------------------------------- To unsubscribe, e-mail: dev-unsubscr...@openoffice.apache.org For additional commands, e-mail: dev-h...@openoffice.apache.org --------------------------------------------------------------------- To unsubscribe, e-mail: dev-unsubscr...@openoffice.apache.org For additional commands, e-mail: dev-h...@openoffice.apache.org
