În mar., 29 dec. 2020 la 23:46, Andre Klapper aklapper@wikimedia.org a scris:
On Tue, 2020-12-29 at 18:37 +0000, Tom Doles via Wikitech-l wrote: Yeah, I also had to deal with such unhelpful responses before.
I'm sorry to hear that. The process of gathering sufficient info in tickets can unfortunately sometimes be confusing, surprising, or frustrating, given the many technical Wikimedia areas and complexity.
Some advice to avoid this:
Customer service rule no. 1: listen to the customer. It's not helpful to argue and I'd assume that's not what Andre's employer expects from him.
There might be a misunderstanding:
Not a misunderstanding, more like a difference in the chosen meaning of the term. I think what Tom was suggesting is that the bugwrangler, just like anyone doing any commercial activity in this world, has customers to which they provide a service - in this case, the services described at [[:mw:Bugwrangler]] [0].and specifically the following line: "Work with members of the community who report bugs to clarify any ambiguity in the bug descriptions and get all the information required to reproduce the bugs", For the purposes of this thread, your customers are the members of the community which take from their time to report bugs.
The "rules" described in Tom's email are good practices that can be encountered, under different forms, in many companies' core values. [1] While WMF does not put them this high, I would not dismiss them as "not my job". My suggestion would be to ask for more constructive feedback instead: * Why is the "How to report a bug" page not helpful? * Where do you need more info? * How can the bugwrangler help more while keeping in mind he needs to scale his methods to hundreds or thousands of bug reporters every month?
[0] As a sidenote, I personally find that page to be comprehensive and providing an appropriate level of detail [1] https://builtin.com/company-culture/company-core-values-examples
Phabricator is an issue tracker where people interact in their many different roles (readers, editors, developers, managers, translators, document writers, designers, etc etc etc). Anyone can report Wikimedia related technical issues there, by following https://www.mediawiki.org/wiki/How_to_report_a_bug
If you are looking for a 'customer service' support venue, then you may want to check https://www.mediawiki.org/wiki/Project:Support_desk for MediaWiki, or https://meta.wikimedia.org/wiki/Tech for tech issues on Wikimedia wikis, or contact the OTRS mail queues.
Regarding [part of] my work, https://www.mediawiki.org/wiki/Bugwrangler tries to outline some duties. (As I was explicitly mentioned.)
Hope that helps a bit. :)
Same here :)
Strainu
Cheers, andre
-- Andre Klapper (he/him) | Bugwrangler / Developer Advocate https://blogs.gnome.org/aklapper/
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