On Wed, Sep 14, 2016 at 09:44:06AM -0500, Jason L Tibbitts III wrote: > I disagree in general; when the bug volume exceeds a certain amount > bugzilla basically becomes useless. However, it would be really nice if > _someone_ looked at RH bugzilla for those packages and did something > with them. > > We used to have "bugzappers". What we really need is someone to do > triage and to forward bugs on to upstream when appropriate. This > obviously requires volunteers. What I'd _really_ love to see is a layer separating bug trackers from end users. In IT, there's often a distinction made between "incidents" and "problems"¹. An incident is Something Bad That Happened to A User; this may be caused by one or more problems. (And a single problem may cause multiple incidents.) In big IT shops, it's common to have helpdesk tickets for incidents, and those may then get linked to bug tickets on the backend. (Either user-visible or not, depending on the culture.) So, what if we steer end users away from Bugzilla and bug-trackers completely² and to Ask Fedora³ instead? The triage team could supplement the people already working there to help people with their questions, and rather than linking bug trackers, we could create a tool where high-rep users could push a button to 1) create a bug in the appropriate one and 2) add an answer like: "This looks like it's caused by a bug in $whatever. I've created a ticket in the tracking system for that project, which you can see at $link. If this is sufficient, feel free to mark this as accepted. Otherwise, this will be updated as the underlying bug is worked on." 1. http://www.itskeptic.org/content/how-itil-gets-incident-vs-problem-wrong 2. To be more nuanced: we wouldn't shut it down for technical users, which for this purpose I will definie as "users able to identify the right bugzilla for a particular problem", but we would change all of our end-user-facing documentation to recommend the help system instead. 3. Or something like it. Ask Fedora could use some development work, but that's another story.... :) -- Matthew Miller <mattdm@xxxxxxxxxxxxxxxxx> Fedora Project Leader -- devel mailing list devel@xxxxxxxxxxxxxxxxxxxxxxx https://lists.fedoraproject.org/admin/lists/devel@xxxxxxxxxxxxxxxxxxxxxxx
