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Writing bug reports
Martin Iturbide:
Hi
About bww Bitwise article: Writing bug reports
I found positive that they are promoting to file bug reports for the community on their ticket system, I understand that developer have the issue that they do not get feedback. Their recommendations to write bug reports are very good, but why do they have to see the online forums as competition? In my opinion the whole "What to do now?" paragraph was unnecessary.
On the online forum you can discuss the basic things of support to get help from other users without the need to be bothering the developer with trivial things. When things do not work for the user on the forums with a software the final word will be always contact the developer (via their ticketing system or email). The forums are a collaborative place to discuss things that get indexed on search and are very useful for users and should not be compared with an "Unofficial car repair dealer".
I invite everyone to use your "free of speech" right and use the forums if you will like to. If you have a question about any OS/2 software, you are on right place to ask it.
Regards
Dave Yeo:
I agree that posting here or in some of the newsgroups can be a good first step. Lots of bugs are actually installation issues and can be fixed without involving the main developers but users should be prepared to file a bug report if advised to or not getting help else where.
Joop:
Has no use, developers are not reading, or come with you are wrong or they are busy with the next level and don't debug the previous level. Next, its damn difficult for a user to pinpoint the problem. Users are at the end of a program and have to deal with an user interface and their locale and the trouble which sometimes arise between the two. One example is the damn yum stuff that won't go right on an eCS system Dutch language. Probably the yes problem found in other packages. We say "ja", so a "J" and we don't say "yes" or a "Y". So stuff hangs because its set on the background. If their is no better solution for FF, which for some reason has to be installed with that yum, it might be bye-bye for me.
Lewis Rosenthal:
Silvan's article is spot-on, of course, and Dave, your comments are quite right.
User-to-user forums serve an important role in the support cycle.
Where forums fall short is when people expect that they are some sort of direct support channel to the company and the developers, which they are not. We (bww, Arca Noae, independent devs, etc.) cannot possibly monitor every forum (I try to keep an eye out here and on os2.org - yes, I lurk, I admit it! - if only to take the pulse of what's going on from time to time), let alone provide one-on-one support for various issues being discussed. This fundamental misconception then leads to accusations of disinterest among the developers and companies, rumors of poor support and poor quality, etc., and all because the people in a position to address the problem have not been properly informed that a problem actually exists.
Joop, are you using ANPM, and if so, do you have the Dutch language pack installed for it? You would probably find managing packages much easier than yum or rpm at the command line. This system is working well for many, many people, now, and continues to improve. If you have an issue installing, removing, or updating a package with ANPM, I invite you to open a ticket (or more than one ticket) at https://mantis.arcanoae.com and let us know what is not working right for you. We're there to help.
Andreas Schnellbacher:
--- Quote from: Joop on July 12, 2016, 08:25:11 pm ---We say "ja", so a "J" and we don't say "yes" or a "Y". So stuff hangs because its set on the background.
--- End quote ---
Strange. It works in German. The workaround for you is to start yum from an environment with the env var LANG=en_US set.
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