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Date: Mon, 15 Oct 2012 13:37:21 +0100
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Subject: Re: Support questions to ooo-private?
From: Ian Lynch <ianrlynch@gmail.com>
To: ooo-dev@incubator.apache.org
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On 15 October 2012 13:23, Rob Weir <robweir@apache.org> wrote:

> I know there was a mystery why we were getting a few questions/week to
> ooo-private.   I think I found a clue.
>
> Start from the bug tracking page, our BZ instance:
>
> https://issues.apache.org/ooo/
>
> Note the language at the bottom "In case of problems with the
> functioning of Apache OOo Bugzilla...".  Average user doesn't know
> Bugzilla from their elbow.  They see "problem" and "Apache" and send a
> note.
>
> The get an auto-response that says:
>
> "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 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."
>
> Does the user want private/confidential help?  Of course they do.
> Identity theft, spam, etc.  Who wouldn't want this?
>
> IMHO, there is no good reason to mention ooo-private in the context of
> support.  This will only draw a percentage of users to send support
> questions to the private list.  In the very rare case where there is a
> security-related issue, where confidentiality is warranted,  the user
> would be clueful enough to find the security page on the website and
> submit the report that way.


+1

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Ian

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