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All the Perl that's Practical to Extract and Report

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  • Although I've never tried reporting a suspected bug - In fact if I can't get something to work, my first thought is that it's a PEBKAC error, not a problem in the software;) - I imagine some people are afraid to have their own misunderstanding officialy logged for eveyone to see and giggle at.
    • >
      > I imagine some people are afraid to have their own misunderstanding officialy logged for eveyone to see and giggle at.
      >

      I think this is significant. In my own department I introduced RT for sys admin support requests. Another closely associated department liked it, but also wanted to have all comments and replies cc-ed to the mailing list that everyone was on.

      The result was that staff stopped using it on their own unless directed by management to submit a ticket. Management continued to use it to submit requests, but staff stopped replying to tickets and instead either spoke directly to the system administrators or replied by sending email about the tickets directly to sys admins or management.

      I initially thought people got frustrated with the RT interface (a recent update slowed RT's responsiveness), but now I see something else - people are reluctant to submit a ticket for fear of "officially" logging what could be their own misunderstanding - or - fear of looking bad when the resolution the ticket was some minor config change or RTFM that they could have done themselves.

      Plus, anytime management stepped into a ticket to stop a resolution (e.g. they didn't want the sys admin staff to spend time on a given issue, or didn't want to pay for the solution, upgrade, update, etc.) staff got scared.

      My own feeling (the reason why I introduced RT in the first place) was that I felt this could keep everyone informed of what was going on and we could all learn from our mistakes.

      But now I see just how strong the desire to not look bad is.