On 5/8/06, Matt Zimmerman <<a href="mailto:mdz@ubuntu.com">mdz@ubuntu.com</a>> wrote:<div><blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;"> 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. </blockquote></div> 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: <a href="http://rascunhosrotos.blogspot.com">http://rascunhosrotos.blogspot.com</a> blog: <a href="http://pythonnotes.blogspot.com">http://pythonnotes.blogspot.com </a> mail: <a href="mailto:carribeiro@gmail.com">carribeiro@gmail.com</a> mail: <a href="mailto:carribeiro@yahoo.com">carribeiro@yahoo.com</a>