[Adium-devl] Support requests on trac

[Jordan Schelew]

I don't see how that example is rude - it's simply to the point. It  
has a link to a page that tells people how to give us exactly what we  
need. When I'm going through 50 tickets at a time I don't see how it's  
helpful for me to phrase a two paragraph reply every single time, I  
then am only able to get through half (or less) the number of tickets  
that we would normally get through, and then the submitters of the  
tickets that don't get replies don't get helped at all, AND we lose  
out on those reports because nobody noticed them (happens to about 70%  
of submitted tickets unless Robby or I get to them).

I also don't see how closing a ticket is really *that* much different  
from putting it to pending when considering real bug reports from  
people who are actually able to help by providing information...

When closed:
  1. The user comments it with new info
  2. I am then required to re-open it and milestone it.

When pending is used and put in needs feedback from users:
  1. The ticket doesn't close
  2. It stays in needs feedback from users until someone has the time  
to go through that milestone (which, based on the tickets currently in  
there, isn't that often). OR someone sees the change and milestones it  
appropriately

Either way it works out... In fact in the first case (when the ticket  
is closed) we often get people submitting a new report that has all  
the information required in a well laid-out manner (which I'd rather  
see than replies of 'tried that - no go' which isn't helpful at all).

Now there were a couple tickets from a week or two ago wherein my  
replies were indeed rude - that was unprofessional of me and not  
helpful to anybody. I believe Colin pointed that out in a reply and  
apologized to the user for it - thanks for doing what I should have  
done  Colin.

Jordan



On 13-Sep-08, at 12:24 PM, Colin Barrett wrote:

> I've recently started watching all ticket changes and I've noticed
> something that upsets me. People are closing legitimate bugs from
> polite (and not so polite) filers as invalid. Here's an example, but
> I've seen dozens of others from several people.
>
> http://trac.adiumx.com/ticket/11045
>
> We have a pending flag. We should be using it to ask the user to
> attach the debug log. I know trac is supposed to be for tickets, but a
> lot of people come to it for support as well, and it sucks that they
> don't get the same level of polite help that they get on feedback at .
>
> -Colin
>
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