new issue template "support / question"
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Marek Marczykowski-Górecki
May 23, 2020, 8:48:55 AM5/23/20
to Andrew David Wong, qubes-devel
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Hi Andrew,
Recently I've stumbled over an idea for issue template:
https://github.com/Hypfer/Valetudo/issues/new/choose
see "support request" one.
What do you think of adding similar one, pointing at mailing list or
simply https://www.qubes-os.org/support/ ?
- --
Best Regards,
Marek Marczykowski-Górecki
Invisible Things Lab
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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Hi Andrew,
Recently I've stumbled over an idea for issue template:
https://github.com/Hypfer/Valetudo/issues/new/choose
see "support request" one.
What do you think of adding similar one, pointing at mailing list or
simply https://www.qubes-os.org/support/ ?
- --
Best Regards,
Marek Marczykowski-Górecki
Invisible Things Lab
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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unman
May 23, 2020, 9:17:31 AM5/23/20
to qubes-devel
On Sat, May 23, 2020 at 02:48:46PM +0200, Marek Marczykowski-G??recki wrote:
> Hi Andrew,
>
> Recently I've stumbled over an idea for issue template:
> https://github.com/Hypfer/Valetudo/issues/new/choose
> see "support request" one.
>
> What do you think of adding similar one, pointing at mailing list or
> simply https://www.qubes-os.org/support/ ?
>
> --
> Best Regards,
> Hi Andrew,
>
> Recently I've stumbled over an idea for issue template:
> https://github.com/Hypfer/Valetudo/issues/new/choose
> see "support request" one.
>
> What do you think of adding similar one, pointing at mailing list or
> simply https://www.qubes-os.org/support/ ?
>
> --
> Marek Marczykowski-G??recki
> Invisible Things Lab
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
Ha - very good.
> A: Because it messes up the order in which people normally read text.
> Q: Why is top-posting such a bad thing?
Anything that can keep support requests out of issues would be
good.
Andrew David Wong
May 23, 2020, 12:16:25 PM5/23/20
to Marek Marczykowski-Górecki, qubes-devel
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On 2020-05-23 7:48 AM, Marek Marczykowski-Górecki wrote:
> Hi Andrew,
>
> Recently I've stumbled over an idea for issue template:
> https://github.com/Hypfer/Valetudo/issues/new/choose see "support
> request" one.
>
> What do you think of adding similar one, pointing at mailing list
> or simply https://www.qubes-os.org/support/ ?
>
Good idea. I'll add this.
- --
Andrew David Wong (Axon)
Community Manager, Qubes OS
https://www.qubes-os.org
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On 2020-05-23 7:48 AM, Marek Marczykowski-Górecki wrote:
> Hi Andrew,
>
> Recently I've stumbled over an idea for issue template:
> https://github.com/Hypfer/Valetudo/issues/new/choose see "support
> request" one.
>
> What do you think of adding similar one, pointing at mailing list
> or simply https://www.qubes-os.org/support/ ?
>
- --
Andrew David Wong (Axon)
Community Manager, Qubes OS
https://www.qubes-os.org
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Marek Marczykowski-Górecki
Jul 13, 2020, 10:54:20 PM7/13/20
to Andrew David Wong, qubes-devel
-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA256
On Sat, May 23, 2020 at 11:16:13AM -0500, Andrew David Wong wrote:
> On 2020-05-23 7:48 AM, Marek Marczykowski-Górecki wrote:
> > Hi Andrew,
> >
> > Recently I've stumbled over an idea for issue template:
> > https://github.com/Hypfer/Valetudo/issues/new/choose see "support
> > request" one.
> >
> > What do you think of adding similar one, pointing at mailing list
> > or simply https://www.qubes-os.org/support/ ?
> >
>
> Good idea. I'll add this.
I see there is also an option to link to somewhere else:
https://docs.github.com/en/github/building-a-strong-community/configuring-issue-templates-for-your-repository#configuring-the-template-chooser
Perhaps we should link to https://www.qubes-os.org/support/ instead of
explaining it in the issue template? I see people creating "support
request" issues from time to time even with this explicit message.
At least they are clearly labeled as "invalid", which is easier to
handle than (ab)used other template for this case...
I wonder what is the reason for that and how we can improve process
description? Is it about disliking/not understanding mailing lists? If
so, introducing discourse forum perhaps will help?
But maybe there is some other reason, like not clear enough description
what should go where?
- --
Best Regards,
Marek Marczykowski-Górecki
Invisible Things Lab
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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On Sat, May 23, 2020 at 11:16:13AM -0500, Andrew David Wong wrote:
> On 2020-05-23 7:48 AM, Marek Marczykowski-Górecki wrote:
> > Hi Andrew,
> >
> > Recently I've stumbled over an idea for issue template:
> > https://github.com/Hypfer/Valetudo/issues/new/choose see "support
> > request" one.
> >
> > What do you think of adding similar one, pointing at mailing list
> > or simply https://www.qubes-os.org/support/ ?
> >
>
> Good idea. I'll add this.
https://docs.github.com/en/github/building-a-strong-community/configuring-issue-templates-for-your-repository#configuring-the-template-chooser
Perhaps we should link to https://www.qubes-os.org/support/ instead of
explaining it in the issue template? I see people creating "support
request" issues from time to time even with this explicit message.
At least they are clearly labeled as "invalid", which is easier to
handle than (ab)used other template for this case...
I wonder what is the reason for that and how we can improve process
description? Is it about disliking/not understanding mailing lists? If
so, introducing discourse forum perhaps will help?
But maybe there is some other reason, like not clear enough description
what should go where?
- --
Best Regards,
Marek Marczykowski-Górecki
Invisible Things Lab
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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Andrew David Wong
Jul 15, 2020, 1:36:25 AM7/15/20
to Marek Marczykowski-Górecki, qubes-devel
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Hash: SHA512
On 2020-07-13 9:54 PM, Marek Marczykowski-Górecki wrote:
> On Sat, May 23, 2020 at 11:16:13AM -0500, Andrew David Wong wrote:
>> On 2020-05-23 7:48 AM, Marek Marczykowski-Górecki wrote:
>>> Hi Andrew,
>>>
>>> Recently I've stumbled over an idea for issue template:
>>> https://github.com/Hypfer/Valetudo/issues/new/choose see "support
>>> request" one.
>>>
>>> What do you think of adding similar one, pointing at mailing list
>>> or simply https://www.qubes-os.org/support/ ?
>>>
>
>> Good idea. I'll add this.
>
> I see there is also an option to link to somewhere else:
> https://docs.github.com/en/github/building-a-strong-community/configuring-issue-templates-for-your-repository#configuring-the-template-chooser
>
> Perhaps we should link to https://www.qubes-os.org/support/ instead of
> explaining it in the issue template? I see people creating "support
> request" issues from time to time even with this explicit message.
> At least they are clearly labeled as "invalid", which is easier to
> handle than (ab)used other template for this case...
>
I just tested adding a confg.yml file to see how it would look to issue
reporters. I think the result is bad. It clutters the interface by
adding unnecessary rows that the user has to read through, increasing
cognitive load and therefore increasing the likelihood that the user
will just give up and pick the first option or a random option.
Similarly, I think that changing the "Question or Support Request"
option to an external link to our support page would result in people
reverting to abusing the bug/enhancement/task templates to ask for support.
> I wonder what is the reason for that and how we can improve process
> description? Is it about disliking/not understanding mailing lists? If
> so, introducing discourse forum perhaps will help?
> But maybe there is some other reason, like not clear enough description
> what should go where?
>
I think it's just that a small percentage of people simply won't read or
won't understand what they read, no matter how clearly and simply it's
spelled out. To be fair, I think the dummy template has really helped.
It doesn't seem like there's an excessive number of cases of people
misusing qubes-issues to ask for support right now. I'm open to an
alternative explanation, but I don't think you can ever completely
eliminate all cases of people doing the "wrong" thing in situations like
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On 2020-07-13 9:54 PM, Marek Marczykowski-Górecki wrote:
> On Sat, May 23, 2020 at 11:16:13AM -0500, Andrew David Wong wrote:
>> On 2020-05-23 7:48 AM, Marek Marczykowski-Górecki wrote:
>>> Hi Andrew,
>>>
>>> Recently I've stumbled over an idea for issue template:
>>> https://github.com/Hypfer/Valetudo/issues/new/choose see "support
>>> request" one.
>>>
>>> What do you think of adding similar one, pointing at mailing list
>>> or simply https://www.qubes-os.org/support/ ?
>>>
>
>> Good idea. I'll add this.
>
> I see there is also an option to link to somewhere else:
> https://docs.github.com/en/github/building-a-strong-community/configuring-issue-templates-for-your-repository#configuring-the-template-chooser
>
> Perhaps we should link to https://www.qubes-os.org/support/ instead of
> explaining it in the issue template? I see people creating "support
> request" issues from time to time even with this explicit message.
> At least they are clearly labeled as "invalid", which is easier to
> handle than (ab)used other template for this case...
>
reporters. I think the result is bad. It clutters the interface by
adding unnecessary rows that the user has to read through, increasing
cognitive load and therefore increasing the likelihood that the user
will just give up and pick the first option or a random option.
Similarly, I think that changing the "Question or Support Request"
option to an external link to our support page would result in people
reverting to abusing the bug/enhancement/task templates to ask for support.
> I wonder what is the reason for that and how we can improve process
> description? Is it about disliking/not understanding mailing lists? If
> so, introducing discourse forum perhaps will help?
> But maybe there is some other reason, like not clear enough description
> what should go where?
>
won't understand what they read, no matter how clearly and simply it's
spelled out. To be fair, I think the dummy template has really helped.
It doesn't seem like there's an excessive number of cases of people
misusing qubes-issues to ask for support right now. I'm open to an
alternative explanation, but I don't think you can ever completely
eliminate all cases of people doing the "wrong" thing in situations like
this.
- --
Andrew David Wong (Axon)
Community Manager, Qubes OS
https://www.qubes-os.org
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- --
Andrew David Wong (Axon)
Community Manager, Qubes OS
https://www.qubes-os.org
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