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From Dave Fisher <dave2w...@comcast.net>
Subject Re: Bugzilla Autoresponder
Date Fri, 23 Mar 2012 22:02:02 GMT
Rob,

I agree. I provided the patch that added the forums.

Feel free to rewrite it. Patches welcome. I'll provide the location Monday unless Daniel does
so first.

Regards,
Dave

Sent from my iPhone

On Mar 23, 2012, at 5:45 PM, Rob Weir <robweir@apache.org> wrote:

> On Fri, Mar 23, 2012 at 5:35 PM, Dave Fisher <dave2wave@comcast.net> wrote:
>> FYI the responder works.
>> 
> 
> Would it be better to recommend they contact the Forums as the first
> choice for support?
> 
> Consider:
> 
> 1) If the are not subscribed, that forces their post into moderation
> 
> 2) If someone responds, 90% of the time they will respond to the list only
> 
> 3) If the user does actually subscribe, they'll typically want to
> unsubscribe, leading to more needless messages to the list
> 
> 4) The ooo-users list is not configured to do end user support.  In
> particular it does not allow attachments
> 
> 5) The participants on ooo-users are not very good at support.  It is
> pretty much just a discussion list.  Fine for what it is, but it is
> far less evolved than the community on the Forums
> 
> 6) Many posters to ooo-users do not realize what  a "public list" is.
> Does it just mean the public has access to do it?  So they end up
> sending personal and confidential information, something they would
> not do on the Forums, where the public nature of it is more obvious.
> 
> 7) The users list is divorced from the list archives.  So there is
> nothing that makes it easy or direct for the user to search for
> previous instances of their issue.  So it is very poor for self
> support.
> 
> I could go on.
> 
> Remember, this auto-respond notice is going to users who have already
> shown a lack of cluefullness once by sending their questions to the
> bugzilla admin address.   Wouldn't it make more sense for them to
> direct them to user-friendly forums?
> 
> -Rob
> 
>> Begin forwarded message:
>> 
>>> From: Apache Autoresponder <donotreply@Apache.Org>
>>> Date: March 23, 2012 4:52:29 PM EDT
>>> To: Dave Fisher <dave2wave@comcast.net>
>>> Subject: Re: Test
>>> 
>>> Thank you for contacting The Apache Software Foundation OpenOffice Bugzilla
>>> Administrators.
>>> 
>>> - If your concern is a bug in the OpenOffice software, please re-send your
>>>  question to the public ooo-users@incubator.apache.org mailing list, or look
>>>  for an answer on the user forums at http://user.services.openoffice.org/.
>>> 
>>> - For confidential matters ONLY, you may follow-up to the privately-archived
>>>  ooo-private@incubator.apache.org mailing list.  Normal bug reports are not
>>>  confidential and should be directed to ooo-users@incubator.apache.org.
>>> 
>>> View this message in other languages:
>>> [TODO link]
>>> 
>>> --
>>> Best Regards,
>>> Apache OpenOffice Bugzilla Administrators
>>> Test
>>> 
>>> Sent from my iPhone

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