Re: Unclear problem reports

On Sun, Feb 06, 2022 at 12:41:52AM +0100, Magnus Hagander wrote:
> On Sun, Feb 6, 2022 at 12:02 AM Noah Misch <noah(at)leadboat(dot)com> wrote:
> > On Fri, Feb 04, 2022 at 01:36:46PM -0500, Bruce Momjian wrote:
> > > On Wed, Feb 2, 2022 at 07:21:19PM -0700, David G. Johnston wrote:
> > > > Have pg_lister queue up a check for, say, two or three days after the bug
> > > > reporting form is filled out. If the report hasn't been responded to by
> > > > someone other than the OP send out a reply that basically says:
> > > >
> > > > We're sorry your message hasn't yet attracted a response. If your report falls
> > > > into the category of "tech support for a malfunctioning server", and this
> > > > includes error messages that are difficult or impossible to replicate in a
> > > > development environment (maybe give some examples), you may wish to consider
> > > > eliciting paid professional help. Please see this page on our website for a
> > > > directory of companies that provide such services. The PostgreSQL Core Project
> > > > itself refrains from making recommendations since many, if not all, of these
> > > > companies contribute back to the project in order to keep it both free and open
> > > > source.
> > >
> > > Yes, that is an idea. I have canned email responses for common issues
> > > like PGAdmin questions on the bugs list, but for these cases, I don't
> > > know if someone might actually know the answer, and I don't know how
> > > long to wait for an answer. Should we be going the other way and state
> > > on the bugs submission page, https://www.postgresql.org/account/submitbug/:
> > >
> > > If you are having a serious problem with the software and do not
> > > receive a reply, consider additional support channels, including
> > > professional support (https://www.postgresql.org/support/).
> >
> > https://www.postgresql.org/account/submitbug/ does say to "ensure you have
> > read" https://www.postgresql.org/docs/current/bug-reporting.html, which says,
> > "If you need help immediately, consider obtaining a commercial support
> > contract." Hence, this expands on an existing message and makes it more
> > prominent. I think that's reasonable, though I'm not sure it's a net win.
> > One could also edit the page that appears after submitting a bug. Editing a
> > web page is superior to using canned email responses, for two reasons:
> >
> > - Canned responses are noise to every list reader other than the OP.
> > - Canned responses make the list feel like a sales funnel rather than a normal
> > free software mailing list.
>
> All bug reports posted through the bug form gets moderated before
> they're passed through. Moderators also have access to a set of
> pre-defined canned responses (such as the example of where they should
> go to report pgadmin bugs). It will also catch posts made directly to
> -bugs by people who are not subscribed, but people who are subscribed
> will not have their posts moderated by default.
>
> If we're talking about people submitting bug reports, åperhaps a lot
> can be done with (1) a couple of more such responses and (2) more
> clear instructions fo the moderators of when they are supposed to use
> them.
>
> Error on the side of letting them through is probably always the best
> choice, but if it's clear that it can be better handled by a canned
> response, we do have an actual system for that.

I was referring to David G. Johnston's proposal to send canned email responses
when a thread (presumably containing a not-obviously-unreasonable PostgreSQL
question or report) gets no replies in N days. The proposed email directed
the user toward paid professional services. Sending such a message at
moderation time would solve the noise problem, but it would make the "sales
funnel" problem worse. (Also, I figure moderators won't know at moderation
time which messages will get zero replies.) For which part of $SUBJECT did
you envision using new moderator responses?