Continuing the discussion from Proposal: Migrate "Common Bugs" from the wiki to Ask Fedora:
Tell me more about the Bugzilla idea.
My thought, actually, is that we want to send people to bugzilla less. You’re right that it’s often frustrating, for users and developers alike. I think it’s better to triage things here, and make sure we only file bugs where they’re useful (which often is actually the upstream project).
I know that ITIL has a reputation for being bureaucratic and burdensome, but there’s one idea I really like: the separation of what they call “incidents” and “problems”. That’s for IT outages, but I think the same applies here.
A “question” on Ask Fedora is often a report of an incident — something bad that happened, something that doesn’t seem to work, something that’s in the way of using the system as desired. That incident might map to a bug in a Fedora package, or maybe an upstream package, or … maybe user error or misunderstanding, or something else entirely.
We often have good intentions when we say things like “If you have a problem, file a bug!”. But… those kind of user reports don’t always directly help, because they are often actually “incident” reports, and Bugzilla doesn’t make a distinction. That sometimes leads to users expecting incident support from packagers and developers who may not have the time to do that. Remember, these folks are almost entirely volunteers, and unlike those of us helping here (thank you all; I genuinely love you!) that kind of support isn’t necessarily what drives their interest. And so packagers and developers get frustrated (too many reports, too much to handle, too many demands) and users get frustrated (I did the right thing — I’m helping by filing bugs! Why didn’t my issue get a quick response?).
That’s not great for anyone.
So what I’d rather is that we help people here with “incidents”, and possibly link “problems” in appropriate trackers like Bugzilla and various upstreams, with an intentional focus on the distinction between the question/report and the underlying issue and possible bugs or other resolutions.