Let's get rid of UNCONFIRMED/CONFIRMED

[Martin Flöser]

Am 2018-02-27 20:21, schrieb Boudewijn Rempt:
> On Tuesday, 27 February 2018 20:15:40 CET Martin Flöser wrote:
> 
>> 
>> As KWin has the same problem as Krita I can also answer. In the case 
>> of
>> KWin about 90 % of the incoming bug reports is not a bug, but either
>> duplicate, driver crash, useless crash reports from Arch users or user
>> support questions. I as the maintainer handle this. Just imagine in a
>> corporate world having the product owner or developer with largest
>> domain knowledge handle the first level user support. No company would
>> do that because it's a waste of time and money. We as a free software
>> community still practice this.
>> 
>> So where should users report bugs? Not anywhere where the developers
>> look for bugs.
> 
> Which is why I'm handling bugzilla, mostly, with Dmitry only looking at
> bugzilla when I ask him too, and for the rest, just phabricator. I'm 
> trying to
> shield my most productive developer from the interaction with useless 
> reports.
> 
> Even so, he often comes to me with "some man on vk reported a bug...".
> 
>> We need an efficient support portal which can handle the
>> 90 % of requests which create the noise. If the users truly report a
>> bug, then it could be forwarded to the developers. With a corporate
>> style workflow going from first level support (taking the issue), to
>> second level support (figuring out whether it's a bug) and then to 
>> third
>> level support (developers).
> 
> The big problem is finding someone who can make the judgement calls. 
> Bug
> reports are often worded so weirdly that you do need the ten years of
> experience to be able to guess what the reporter means, and in which 
> category
> of frequently reported misconception the report falls.

Yeah, that's what second level support is for. And it's totally fine for 
second level support asking the devs "hey I have hear an issue where I 
have a weird feeling, can you have a look?".

Cheers
Martin