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Subject: Re: Bugzilla Autoresponder
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From: Dave Fisher <dave2wave@comcast.net>
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Date: Fri, 23 Mar 2012 18:02:02 -0400
To: "ooo-dev@incubator.apache.org" <ooo-dev@incubator.apache.org>
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Rob,

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

Feel free to rewrite it. Patches welcome. I'll provide the location Monday u=
nless 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.
>>=20
>=20
> Would it be better to recommend they contact the Forums as the first
> choice for support?
>=20
> Consider:
>=20
> 1) If the are not subscribed, that forces their post into moderation
>=20
> 2) If someone responds, 90% of the time they will respond to the list only=

>=20
> 3) If the user does actually subscribe, they'll typically want to
> unsubscribe, leading to more needless messages to the list
>=20
> 4) The ooo-users list is not configured to do end user support.  In
> particular it does not allow attachments
>=20
> 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
>=20
> 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.
>=20
> 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.
>=20
> I could go on.
>=20
> 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?
>=20
> -Rob
>=20
>> Begin forwarded message:
>>=20
>>> From: Apache Autoresponder <donotreply@Apache.Org>
>>> Date: March 23, 2012 4:52:29 PM EDT
>>> To: Dave Fisher <dave2wave@comcast.net>
>>> Subject: Re: Test
>>>=20
>>> Thank you for contacting The Apache Software Foundation OpenOffice Bugzi=
lla
>>> Administrators.
>>>=20
>>> - If your concern is a bug in the OpenOffice software, please re-send yo=
ur
>>>  question to the public ooo-users@incubator.apache.org mailing list, or l=
ook
>>>  for an answer on the user forums at http://user.services.openoffice.org=
/.
>>>=20
>>> - For confidential matters ONLY, you may follow-up to the privately-arch=
ived
>>>  ooo-private@incubator.apache.org mailing list.  Normal bug reports are n=
ot
>>>  confidential and should be directed to ooo-users@incubator.apache.org.
>>>=20
>>> View this message in other languages:
>>> [TODO link]
>>>=20
>>> --
>>> Best Regards,
>>> Apache OpenOffice Bugzilla Administrators
>>> Test
>>>=20
>>> Sent from my iPhone