În mar., 29 dec. 2020 la 23:46, Andre Klapper <aklapper(a)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
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]] .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.
 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
* 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
 As a sidenote, I personally find that page to be comprehensive and
providing an appropriate level of detail
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
If you are looking for a 'customer service' support venue, then you may
want to check https://www.mediawiki.org/wiki/Project:Support_desk
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 :)
Andre Klapper (he/him) | Bugwrangler / Developer Advocate
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