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

[Carlos Ribeiro]

On 5/8/06, Matt Zimmerman <mdz at ubuntu.com> wrote:
>
> Folks doing bug triage have very much the same problem, but with thousands
> of bugs rather than the single bug the reporter needs to consider at the
> time.
>

It may be a little bit off topic, but anyway...

Part of the problem is that we are talking about *two* different things
using the same name. In ITIL, there are different concepts for "incident"
(when the user has some issue, with interruption or degradation of normal
service conditions) and "problem" (which is the root cause for one or more
incidents).

Incidents and problems have a very flexible relationship. Multiple incidents
can be mapped to a single problem. But a single incident may involve (or
reveal) multiple problems. It's part of the help deks work to check this.

My suggestion, as Ubuntu grows in popularity, is to change the focus.
Regular users do not file bugs, but report incidents. These reports can
later be analyzed and mapped to the appropriate problems (or bugs) by the
triage team.

While I fear that this can be understood as some bureaucratic or
non-essential procedure, it's something that I really think can make the
process work better. It's based on practice. But that's my own opinion
anyway.

--
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
-------------- next part --------------
An HTML attachment was scrubbed...
URL: https://lists.ubuntu.com/archives/ubuntu-devel/attachments/20060510/1aa3e143/attachment-0001.htm