The support part of launchpad ?

[Lionel Dricot]

Hello,

I don't understand fully what is the support part of launchpad
purpose. ATM, it is used a bit like a forum/easier bug report system.

Following my experience :
- About 30% of the posts are just bugs that should be filled in malone
but the initial reporter was not aware of that.
- About 60% are forum-like message ( and 50% of that are just about
restricted format) because something doesn't work.
- the other 10% are various complains and stuff like that.


Also, I must add that :

- a vast majority of the posts I've seen cannot be solved because lack
of informations. We don't really understand what the initial reporter
means.
- a lot are solved but are still open because.

In most of the support request, we never see the initial reporter anymore !

My proposition :

- Clarify what "support" stand for and who should post there.
- Allow bug triagers to change the status of a support request to
"NEEDINFO, SOLUTIONPOSTED, NOTAREQUEST". I've looked for that but I
don't have any permissions to do that.

Thanks for reading

Lionel

PS : Oh ? What ? Comments in support requests are not in your Karma !
Well, forget it, I will not work in support anymore ;-)