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[tdf-discuss] How developers scare end-users away from filing bugs


I noticed a problem in a 3.5 RC 1, I was able to reproduce it every time I tried, and I decided to follow the nice end-user friendly links during the bug hunt. It felt really good as a non-developer to contribute in this very small way. I found the form for filing a big report helpful, although I have filed bug reports galore during my days as a Beta tester, year after year, for a database management title.

So I filled in the sections of the bug report with the pertinent information. IMO there is next to no room in my report for misunderstanding as to what I am talking about and how to reproduce it.

A developer tests it on a different platform, cannot reproduce, and basically spanks me by suggesting:

- that I should have added screenshots (how would you take a screenshot of an Undo that does not work right?!),

- I should have clicked some link he provided and read detailed instructions on how to submit my report (the link he tells me I should have read does not exist on the nice friendly page at https://www.libreoffice.org/get-help/bug/)

- that I should include my " LibO localization (UI language, Locale setting)" which the form for the report did not ask me for

- should include my "Libo settings that might be related to your problems" AND WHAT THE HELL DOES THAT MEAN thinks the end-user




All in all this is very discouraging. I had high hopes when I heard about the bug hunt and saw the well-done page for the general public to submit bugs, that maybe this time around I've found an OS project where my contribution, however tiny, would go smoothly and be satisfactory. I do not understand what was unclear about my report but since it was apparently completely insufficient and unintelligible, should I spare my valuable time from submitting any more?

This kind of treatment (see below) is classic for developers who never get out of their cubby to say hi to an end user and have a beer and get any sense of who it is they are even writing software for. My bug report is very clear, IMO. I did mention the keystroke for the problematic operation. I did describe the "Current Behavior" and the "Expected Behavior" as per the form that was presented for me to fill in. There is no way to take a screenshot of it, I'd have to make a movie. Most of this: " OS (Version, Distribution, Language)" was included in my user agent string, and nothing additional such as language was asked for in the form. So now my bug report is marked NEEDSINFO and I'm expected to supply all this info that I either already did supply or that is impossible to supply or that I have to start studying documentation to even know what the requested info is (" LibO localization") (sorry I'm a dumb American. I download. I install. I use. I have no clue about "localization" or where to begin to look for " Libo settings that might be related to your problems")

To sum up, I think I did a pretty damned good job as a non-developer in my bug report. I think it is clear. I also believe that instead of marking it "NEEDSINFO" this developer should have left it as Unconfirmed and asked someone on a Mac to confirm. I will not be going back to interact with this developer. And I seriously doubt I'll be filing another bug report. Sorry to say. Very regretfully.

Sorry to be so steamed. Thank you for reading.

kazar

==============================

(bug     45247)

Ilyse Kazar 2012-01-25 14:46:07 PST

Problem description:

Steps to reproduce:
1. Open a spreadsheet that has data in some cells. I have tested with .csv and .ods
2. Click on a populated cell, start typing a few letters (i.e., to replace what was there
3. Press Undo (Cmd-Z) to undo your edit (i.e., in hopes of restoring the original contents of the 
cell). Press Undo again. Maybe again.

Current behavior: The Undo starts suggesting possible content matches from other cells. No matter 
how many times you press undo the original contents of the
cell will not reappear. It appears that the auto-complete logic is somehow trumping the Undo logic.

Expected behavior: Undo should restore what was in a cell before typing.

Platform (if different from the browser):

Browser: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.6; rv:9.0.1) Gecko/20100101 Firefox/9.0.1

Comment 1 <https://bugs.freedesktop.org/show_bug.cgi?id=45247#c1> Rainer Bielefeld 2012-01-25 21:25:16 PST

NOT reproducible with "LibreOffice 3.5.0 RC2 German UI/Locale [Build-ID: 
e371a95-bf68a13-5a1aa2b-d3c1ae9-b938258] on German WIN7 Home Premium (64bit)

@Ilyse Kazar:
May I ask you to read  hints on<http://wiki.documentfoundation.org/BugReport>?
Then please:
- Attach a sample document (not only screenshot)
- Attach screenshots with comments if you believe that that might explain the
  problem better than a text comment. Best way is to insert your screenshots
  into a DRAW document and to add comments that explain what you want to show
- Contribute a step by step instruction containing every key press and every
  mouse click how to reproduce your problem (and if possible how to created a
  sample document from the scratch)
- add information
  -- what EXACTLY is unexpected
  -- and WHY do you believe it's unexpected (cite Help or Documentation!)
  -- concerning your PC
  -- concerning your OS (Version, Distribution, Language)
  -- concerning your LibO localization (UI language, Locale setting)
  –- Libo settings that might be related to your problems
  -- how you launch LibO and how you opened the sample document
  –- If you can contribute an OOo Issue that might be useful
  -- everything else crossing your mind after you read linked texts



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