Jim Henderson wrote:
On Thu, 02 Apr 2009 10:57:08 -0700, PGNet wrote:
we (non-developer users) are asked to contribute to the project, AND to file bugs @novell. so, when something is important to us (often standing in the way our business requirements) -- we do. sometimes by feature request, sometimes by filing a bug, sometimes by spending lots of times helping trace the bug, etc.
Not all of our users have a background in information technology, so it's not always obvious what information needs to be provided. To a developer or someone with an IT background, saying "get a stack trace" means something. To a normal user, you might as well be asking them for directions to the Martian highlands - they don't know what a "stack trace" is or how to get one.
And here you have perfectly described the misunderstanding that happens constantly on a public bug reporting tool. User: I want to do A and then B happens. I try to understand why B happens and it turns out that it shouldn't. So i tell the developer that and he will solve my problem. Developer: I write A and then release it. A has 63 problems because there is no bugfree software. Now a user comes with the 64th problem and does not even provide a backtrace. Why did he not send a patch? As you can see those are two valid views on the same situation. The solution to this is that both try to get closer to the others side. So bugzilla is not a user support tool nor is it a patch submit tool. And complaining about the one or the other is completely unrealistic. Henne -- http://opensuse.org -- To unsubscribe, e-mail: opensuse-project+unsubscribe@opensuse.org For additional commands, e-mail: opensuse-project+help@opensuse.org