Ubuntu User: I have a problem…
November 30, 2011 19 Comments
At UDS-O I led a session on improving the community involvement with Bugs. The original intent had been to ensure that Ubuntu users understood the bug life cycle, but as the discussion progressed it became clear that the wrong assumption had been made. We had forgotten that there would be group of users who would not have any interest in putting in a bug report or following it through the life cycle. The wrong starting point was also being discussed at the beginning. Users do not have ‘bugs'; they have problems. A problem may end up being a bug, but it could be many other things as well.
In the end the goal was still the same. Increase Ubuntu users understanding of the support ecosystem to ensure that they had valid expectations and improve the quality of the bug reports being put in to launchpad.
The first step in the process was to create a high-level diagram of the process. For some this diagram will be too non-technical, but the aim was specifically to reduce technical details. Other documents will be created that can provide a deeper dive in to bugs and QA. I would like to gather some feedback on the diagram as it stand now. Thanks for Brian Murray for helping edit the diagram with me.
ubuntu-problem by charles profitt and brian murray is licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License.