Bug 68136 - BUGZILLAASSISTANT: please clearly ask whether new bug or additional information to existing one
Summary: BUGZILLAASSISTANT: please clearly ask whether new bug or additional informati...
Alias: None
Product: LibreOffice
Classification: Unclassified
Component: WWW (show other bugs)
(earliest affected) Master
Hardware: All All
: medium normal
Assignee: Not Assigned
Whiteboard: BSA
Depends on:
Reported: 2013-08-15 07:21 UTC by Lionel Elie Mamane
Modified: 2015-04-21 15:32 UTC (History)
3 users (show)

See Also:
Crash report or crash signature:


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Description Lionel Elie Mamane 2013-08-15 07:21:59 UTC
Problem description: 

I have now several times had users that go through BSA multiple times for the same problem, giving each time new information with a vague referral like "this is a followup to my previous report". This makes the information rather dispersed on bugzilla, hard to collate, etc.

Please consider enhancing BSA, for example along those lines:

1. Clearly ask the user to choose between

     a) report a problem
     b) give additional information to an existing problem report

If "b" is chosen, at minimum send them to bugzilla, ideally already logged in (since you already have their username & password). Better: send them to the search of the bugs they reported, ordered purely by bug id (that is, date/time of creation). I'd include *all* their bugs, including resolved/fixed, etc. Variant: all bugs that they have reported or they are CC (which happens "against their will" when their bug is closed as DUPLICATE) or they have commented.

You can do a small interstitial lecture "to follow-up to existing issue, you can go directly to bugzilla".

You could consider BSA hand-holding the user for the follow-up; help find the right bug (suggest ones reported by user / user is CC, ask for a subject and then use same algorithm as "related bug reports", ...), and then use "long description and "optionally, you can attach (...)" for the followup.

I'll let you judge whether the followup-hand-holding is worth the effort / a good idea, but please at a minimum ask the question and refuse to file a new bug report if it is answered by "give additional information".
Operating System: All
Version: Master
Comment 1 Lionel Elie Mamane 2013-08-15 07:32:44 UTC
A few examples:

 bug 68101 and bug 68094
 bug 67893 and bug 67930
Comment 2 retired 2013-08-15 09:13:44 UTC
Long standing request of mine. I have the feeling creating bugs has gotten to the point where it's very easy (which is a good thing) but we need to slow down users a little to get them to think stronger of searching existing bugs, reflecting on the fact that each new bug triggers a ton of potential wasted brain cycles of the LO team and since time is sparse and a bug tracker with lots of uninformative reports a nightmare, let's think how this can be improved.

Setting to NEW.
Comment 3 QA Administrators 2015-04-01 14:40:18 UTC
** Please read this message in its entirety before responding **

To make sure we're focusing on the bugs that affect our users today, LibreOffice QA is asking bug reporters and confirmers to retest open, confirmed bugs which have not been touched for over a year.

There have been thousands of bug fixes and commits since anyone checked on this bug report. During that time, it's possible that the bug has been fixed, or the details of the problem have changed. We'd really appreciate your help in getting confirmation that the bug is still present.

If you have time, please do the following:

   *Test to see if the bug is still present on a currently supported version of LibreOffice (4.4.1 or later)

   *If the bug is present, please leave a comment that includes the version of LibreOffice and your operating system, and any changes you see in the bug behavior
   *If the bug is NOT present, please set the bug's Status field to RESOLVED-WORKSFORME and leave a short comment that includes your version of LibreOffice and Operating System

Please DO NOT

   *Update the version field
   *Reply via email (please reply directly on the bug tracker)
   *Set the bug's Status field to RESOLVED - FIXED (this status has a particular meaning that is not appropriate in this case)

If you want to do more to help you can test to see if your issue is a REGRESSION. To do so: 

1. Download and install oldest version of LibreOffice (usually 3.3 unless your bug pertains to a feature added after 3.3)


2. Test your bug 
3. Leave a comment with your results. 
4a. If the bug was present with 3.3 - set version to "inherited from OOo"; 
4b. If the bug was not present in 3.3 - add "regression" to keyword

Feel free to come ask questions or to say hello in our QA chat: http://webchat.freenode.net/?channels=libreoffice-qa

Thank you for your help!

-- The LibreOffice QA Team This NEW Message was generated on: 2015-04-01
Comment 4 Buovjaga 2015-04-21 15:32:25 UTC
Closing as WONTFIX. BSA has gone away and in the (hopefully near) future we will be using BZ's improved guided entry template: http://bugzilla.readthedocs.org/en/latest/integrating/templates.html#particular-templates