From: Gale Andrews <gale@au...> - 2010-04-16 04:22:58
| From Ashton Alan Kemerling <ashtonkemerling@...>
| Thu, 15 Apr 2010 14:46:58 -0500
| Subject: [Audacity-devel] Call for vote on "rigorous bug tracking"
> I know I haven't been around lately (this semester has been a bitch for
> me), but if Gale doesn't want to close down feedback@ now, I'd
> definitely be willing to take some of that load off of his shoulders.
> It'd be the least I could do until I have time this Summer to learn the
> source and start fighting bugs.
> On Wed, 2010-04-14 at 14:33 -0700, Vaughan Johnson wrote:
> > On 4/14/2010 1:33 PM, James Crook wrote:
> > > ... I could live with us closing feedback@ down as a responded to helpline -
> > > it costs a lot of time and is helping people one person at a time - and
> > > instead insist people go to the forum if they want a human response to
> > > help requests.
> > +1. Clearly Gale is overworked, and has trouble resisting helping people
> > one-at-a-time. It's very generous, but I'm sure exhausting and often
> > monopolizes his time.
Although it's another source to monitor, I think feedback@ has to stay.
Closing it would result in a significant reduction in bug reports and
"feature requests" - the Forum is only a secondary source for those.
We've always felt on principle we should have an address for bug reports
and feature requests that doesn't need subscription or registration. One
rationale was that we might get automated patches or bug reports from
Linux distros, but I have never seen that happen.
How to handle the support requests that come with the address will
always be difficult. I mostly do still give a response, as occasionally
Richard and Alexandre do. There are some pluses to that:
* I've discovered lots of bugs trying to help users that wouldn't
otherwise have been found
* I often pick up documentation weaknesses from misunderstandings
of less capable users
* We do get some bad press for making users go to a Forum for help;
having a last line of defence for someone who can't cope with a
forum is good PR
So Ashton, thanks for the offer - I'd like to take you up on that if you are
conversant with where to find links in the FAQs and Wiki. I think Vaughan
can arrange to have e-mails sent to you. Please note there is a fair amount
of spam and viruses. If you prefer you can use the web interface to reply
(let me know and I will send you details off-list).