I drafted a blueprint at UDS-P this year to address the issue of poor bug reports and Ubuntu users being upset about ‘nothing being done’ about their bug reports. When I first drafted the blueprint I knew that many people in the Ubuntu Community did not understand that bug lifecycle and that the documentation was very complex.
Carlos De Avillez made a solid point during the discussion that changed my original perception and brought a solution in to focus.
Users are not trying to file a bug report; they are trying to solve a problem
That is an impactful statement! I had been focused on trying to teach people how to put in proper bug reports and to understand that SRCs do not happen that often. The focus now became on how to ensure that people just looking to get ‘stuff done’ using Ubuntu could find help without having to engage in filing bug reports that ended in frustration.
The first step in this will be to improve the pathway to resources that help resolve problems and only lead a person to filing a bug report as a last step. Also, making people aware that filing a bug report may not result in a fix until the next release of Ubuntu. Part of this will be to create a graphic flow chart of the process. On of the best flow charts I have seen is one from Fedora (seen below). I hope to make a chart that is similar, but that includes avenues for getting the problem solved prior to filing a bug.
I plan on starting to work on this diagram this weekend and will look for feedback from the community to ensure it is complete and easy to understand.