gistfile1.txt

20:31 <mulander> I handle issues in trackers in 6 phases. 1. Gather info. 2. Diagnose. 3. Find solution. 4. Implement. 5. Test. 6. Close


20:34 <mulander> here is what I do with the wall of text problem (based on my regular day job)
20:34 <mulander> 1. Did the client tell us what went wrong
20:34 <mulander> 2. What did he expect
20:34 <mulander> 3. What exactly did he do
20:35 <mulander> 4. Did he provide the data we regularly ask during diagnostics (logs, version numbers etc)
20:35 <mulander> 5. Where did the issue happen (machine, specific software running on it etc - something that might influence us).
20:35 <mulander> that's the 'did they tell me everything' phase.
20:36 <iago> mulander, join Darcs please :D

20:36 <mulander> if I have all 5
20:36 <mulander> I then go through phase 1 checklist 2 phase
20:36 <mulander> 1. Do I understand what they wanted to achieve?
20:36 <mulander> (if not - ask)
20:37 <mulander> 2. Can I reproduce the problem (without understanding it at this point)
20:37 <mulander> 3. Is the provided data related to the problem (clients often mix wrong data with the issues leading us to blind spots)
20:38 <mulander> 4. Is there something that I might need in this particular case (more data, questions)
20:38 <mulander> 5. Is this really a bug, feature - can I categorize this problem
20:39 <mulander> that's the end of phase 1