Talk:Bug management/Workflow

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--How do people looking for help get to the right place?

--What types of issues do the channels address?

Wikimedia Channels[edit]

Village Pump[edit]

"This set of pages is used to discuss the technical issues, policies, and operations of Wikipedia, and is divided into five village pump sections. Please use the table below to find the most appropriate section to post in, or post in the miscellaneous section."

Wikipedia:Village_pump_(technical)[edit]

"The technical section of the village pump is used to discuss technical issues about Wikipedia. Bugs and feature requests should be made at Bugzilla (How to report a bug). Bugs with security implications should be reported to security@wikimedia.org. " "Newcomers to the technical village pump are encouraged to read these guidelines prior to posting here. Questions about MediaWiki in general should be posted at the MediaWiki support desk." ---Investigate what sort of questions get to the support desk

RT[edit]

From the page linked in the title: "The Wikimedia Operations team is using Request Tracker for managing day to day tasks. It is a mail based interface to handle support requests. It comes with a web frontend at http://rt.wikimedia.org/." Tickets can be created by sending an email to ops-requests

There is no defined workflow how to deal with ops bugs in Bugzilla. Currently, instead of redirecting tickets from Bugzilla to RT, we can set "ops" keyword in bug reports when appropriate.

https://bugzilla.wikimedia.org/show_bug.cgi?id=30411#c1

http://en.wikipedia.org/wiki/Wikipedia:Questions

OTRS[edit]

OTRS Noticeboards - http://en.wikipedia.org/wiki/Wikipedia:OTRS_noticeboard


Mozilla Channels[edit]

SUMO-support.mozilla.org
https://support.mozilla.org/en-US/kb/meet-team
User Advocacy team
How does SUMO scale?
How many questions are there?
http://input.mozilla.org/en-US/
Did they hire more people to address questions
Army of Awesome
https://blog.mozilla.org/sumo/2010/10/11/army-of-awesome-ready-let-the-tweeting-begin/
Kitsune
https://wiki.mozilla.org/Support/Kitsune/KB/workflows
https://wiki.mozilla.org/Support/Kitsune/Roadmap2012
mailing list

Support Mozilla (SUMO) Navigation Workflow