unnecessary QA work (was Re: dapper-live test)

[Carlos Ribeiro]

On 5/5/06, Jason Stewart <jason.e.stewart at gmail.com> wrote:
>
> I don't know the answers, so these are just rhetorical questions. But
> my gut instinct is to simply ask people to file a new bug, and let the
> QA team sort it out. If a knowledgeable person is posting a bug s/he
> will *already* know to check for duplicates and so you don't have to
> tell them.
>

I used to work with support operations some time ago, and right now I'm
implementing a help desk infrastructure for my company. There are industry
standard practices for help desk operations available now, for example, the
extensive ITIL library (sic). I'm not sure about which one is the
"recommended practice", but most companies I checked will ask for the user
to register a complaint (open a ticket, or file a bug); and the support crew
will try to identify it and find a duplicate. Of course, we are talking here
about a scenario where the user is hardly familiar with the process of
checking a bug database; knowledgeable users can certainly do more in this
regard.

As Ubuntu goes more and more "to the masses", using something like ITIL's
documented practices may turn out to be a step worth taking. ITIL is not
(just) about "buzzword compliance", there are some good ideas in terms of
practices and procedures there, and I think it should definitely be checked.

--
Carlos Ribeiro
Consultoria em Projetos
blog: http://rascunhosrotos.blogspot.com
blog: http://pythonnotes.blogspot.com
mail: carribeiro at gmail.com
mail: carribeiro at yahoo.com
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