I know this. I've explained exactly why I can't file a ticket. Igal בתאריך יום ב׳, 28 בדצמ׳ 2020, 21:47, מאת Andre Klapper ‏< aklapper(a)wikimedia.org&gt;gt;:

I already tryed this approach a couple of times, and every time you said not to report if I have no full reproducing algorithm. Igal בתאריך יום ג׳, 29 בדצמ׳ 2020, 11:40, מאת Andre Klapper ‏< aklapper(a)wikimedia.org&gt;gt;:

Sure. As you said, this very link requires full reproduction steps. Igal בתאריך יום ג׳, 29 בדצמ׳ 2020, 17:19, מאת Andre Klapper ‏< aklapper(a)wikimedia.org&gt;gt;:

This discussion does not concern the list, please continue it in private if you need to. On Tue, 2020-12-29 at 13:53 +0200, יגאל חיטרון wrote: Yeah, I also had to deal with such unhelpful responses before. 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. Rule no. 2: be helpful. If he can't help in understanding the issue, as a last resort he can create a minimal bug report himself, if the customer is not comfortable to do so. It seems Andre is the primary contact for users, so enrolling to a customer service training course might help him better represent the WMF and fulfill his task. I think the WMF with all the new plans would gladly support that course monetarily, as it would greatly benefit the community and the image of the WMF. Happy festivities, Tom

În mar., 29 dec. 2020 la 23:46, Andre Klapper &lt;aklapper(a)wikimedia.org&gt; a scris: 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 Same here :) Strainu

On Tue, 2020-12-29 at 21:24 +0200, Strainu wrote: Feel free to edit / improve the wiki page. :) Thanks a lot! andre -- Andre Klapper (he/him) | Bugwrangler / Developer Advocate https://blogs.gnome.org/aklapper/