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On 04/13/2013 06:02 PM, Robinson Tryon wrote:
[cc'd QA list as this is relevant to their interests]

One of the perennial questions about the Ask site is "How do we
interoperate with QA (and the QA Team) and Bugzilla?"

We often get questions on the Ask site such as this:
I have a file in 2003 xml format that Excel happily accepts but
LibreOffice gives a General error when it tries to open it. Any
It would be easy to send the user directly to FDO, but the bug tracker
can be a scary place. Often we send a user over there, and they ping
us back on the Ask site when they haven't received a response to their
bug. Sometime their bug will get marked 'NEEDINFO' or 'NO REPRO', but
the user might not know what they need to do next.

I think that the QA Team and the active users of the Ask site need to
get a bit more friendly, and perhaps share some ideas about how to
best help our users. If you think about it, we do a lot of the same

- Users come to us with problems
- We try to triage the reports
- We ask for more information
- We try to provide solutions or find someone who can

One thing that could help our process would be to make it easier to
take a question from the Ask site and send it to FDO.

yes indeed this would be great. I think one pointer can be asking users to add the link to their ask page in the URL section of FDO - this will alert triagers/QA staff that this originated on Ask site.

I've started some guidelines on when we should send a Question to
FDO[1], but I'd like more input from our contributors. The bugtracker
is really optimal for things like
- reproducing bugs
- keeping track of the details required for repro (OS, LO version, etc..)
- interacting with developers

To improve the guidelines, it would be great to have QA folks use the
Ask site more, and have Ask site members be more involved with QA. I
know that a number of people on the Ask site are already involved in
QA, including Pedro, Manfred, Rainer, etc.., and I know that I've seen
QA folks such as Joren and Joel over on the Ask site :-)
Only a tiny bit ;) I think we can/should ask ALL members of QA to get familiar with Ask and ALL contributors from the ask site to get familiar with FDO (including starting an account and perhaps triaging a little so they get familiar with how to "recommend" users to create good bug reports that don't get tossed back into NEEDINFO state.

If anyone has suggestions on how we can improve our communication or
collaboration, please ping me directly or via the list. I'd like to
hear from more of you!

My suggestion is to start by encouraging both sides to get familiar with the counterpart (FDO people get familiar with Ask, Ask get familiar with FDO). Once we are familiar we can come up with concrete ideas to make interoperability better. I really like the idea of an Ask button that generates a bug report - perhaps making it submit through BSA would work? Should we get Rob involved with this discussion?

Another thing is I think that people at Ask should encourage very active users to go from user to contributor - QA side has gotten quite direct about asking users to get involved and it has been relatively successful. I'm not sure if this is the case with Ask but in general, both teams need more people.

Together, I think that we can improve both the Ask site and QA, and
make the LibreOffice support system a less scary and more responsive
experience for our users.

I completely agree with this - perhaps some basic tutorials are in demand, walkthroughs of how to use FDO and how to use Ask properly. Maybe documentation can help us there, else we can tackle it ourselves.


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