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:
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. :)
Cheers, andre