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Bug Reporting Etiquette

Posted by timothy on from the sir-you-have-a-tarantula-in-your-nose-sir dept.

Jamie Zawinski writes "Mozilla.org has a new article on Bugzilla Etiquette. Relevant to more than just Bugzilla, this should be required reading for anyone who wants to file a bug about any product, no matter what bug tracking system is in use. I especially like the mention that "'Open Source' is not the same as 'the developers must do my bidding.'"" Update: 03/19 21:26 GMT by T : If that link doesn't work for you without cutting and pasting, reader Stephen Ostermiller suggests "you might want to use this link which appears to be the same document mirrored elsewhere."

8 of 297 comments (clear)

  1. RTFM by FortKnox · · Score: 5, Insightful

    Amazing. A post to what's basically a "RTFM" to anyone submitting a bug.

    Doing this simply creates intimidation. What if some newbie found an integral bug, gets a "RTFM" and is too intimidated to report the bug?
    Anyone who has been assailed by "RTFM" in chat rooms can understand where I'm coming from.

    Honestly, if open source takes over, the gripe will go from MS to RTFM. Its something that should be addressed now instead of later.

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    Good quote, too many chars. Seriously, the slashdot 120 char limit sucks!
    1. Re:RTFM by FortKnox · · Score: 5, Insightful

      Being someone that has worked on both sides of the fence, you'd be truely surprised at how a newbie can find crashing and other bugs simply because people haven't thought to do something (because they've been doing it their 'normal' way for so long).

      --
      Good quote, too many chars. Seriously, the slashdot 120 char limit sucks!
    2. Re:RTFM by CrayzyJ · · Score: 4, Insightful

      "In all seriousness, what are the odds of that"

      Very high. Users with the least amount of knowledge usually can do the most damage. Developers and regular usuers use the system with preconceived notions of what should and should not be done. Newbies almost always do something which causes the application(s) to crash.

      In Software Engineering the phrase is something like, 'the least trained tester is the best tester'.

      --
      Holy s-, it's Jesus!
    3. Re:RTFM by WNight · · Score: 5, Insightful

      Honestly, if open source takes over, the gripe will go from MS to RTFM. Its something that should be addressed now instead of later.

      Okay. RTFM.

      If you buy Microsoft's software, they're obligated to listen to you bitch about its problems. If you download something I offer for free, I'm not obligated to you in the slightest.

      If you can say something both coherent and polite, I'll listen. I do want my software to be better, but I'm not going to be abused by you in the process.

      Why do you think people are entitled to anything else? I've very rarely seen people told to RTFM for asking a polite question. They almost always get pointed to docs. If they fail to read those, they get told off, but what else do you expect when you rudely demand someone walk you step by step through something you aren't willing to read a help file for?

      It's no different in any other circumstance. Ask for directions in a mall and you'll get pointed to the map. If you ignore the map and ask something it would answer, expect to be ignored. Nobody has respect for whiners who demand that other people solve their problems for them.

    4. Re:RTFM by JourneymanMereel · · Score: 4, Insightful

      I've found that many "newbies" find installation errors as a lot of developers don't install all that often. There are also the cases of discrepensices between the FM and the way it actually works... after all, most developers don't read the docs very often so if the doc person is too busy to notice a change when it happens it may get missed entirely.

      --
      Life has many choices. Eternity has two. What's yours?
  2. It's not a RTFM though by xactoguy · · Score: 5, Insightful

    It isn't that at all, though... all they are asking for are some very simple things, things that a newbie would probably do anyway. They are just asking that you don't put pointless comments, that you don't feel that the bug HAS to be fixed, and that you don't abuse or troll in the bug post. Most newbies would probably follow that pretty good on their own already... this is probably more aimed at those who have been around for a little bit, and have posted aimless comments, or have lost sight of the fact that the developers don't have to fix their bug immediately.

    --


    And so we go, on with our lives
    We know the truth, but prefer lies
    Lies are simple, simple is bliss
  3. A natural extension of Netiquette... by Kjella · · Score: 4, Insightful

    Seriously, behave like you would if you were talking to his face. A redundant comment would be met with "Yes, I _know_" even though noone would add that (also) redundant comment to the comments board. Also it'd cut down on flamefests. So many people get real obnoxious for no particular reason except they can sit in front of a computer screen and do it, kinda like the online version of the school bully. About as mature too.

    Kjella

    --
    Live today, because you never know what tomorrow brings
  4. Re:This raises two important questions: by Jim+Hall · · Score: 3, Insightful

    Probably the most irritating phrase I see as an open source software person is "thanking you in advance for your prompt reply!!" That just makes me want to not respond to your email right away. I am a coordinator for a fairly large and active project. I can't always get to your email right away all the time.

    But seriously, some of the staff at my work seem to think that CC'ing my boss on emails is the same as "you will do my bidding." :-)