105

What's a decent way of responding? Thank them for the report. Reassure them you are listening to their feedback. What should I keep in mind? That you can't please everyone and that some people don't seem capable of not being rude. What mindset should I have? You don't have to follow through on all the points that were brought up. It is your app ...


73

Imagine if Stack Overflow had a guideline: instead of asking one question, you come and ask, in the same question, whatever comes into your mind, all your issues you had for the last two weeks. What would upvote and downvote mean? What would be the titles of the questions? How to accept the best answer? How to tag the question? Bug tracking system is done to....


47

If you have this problem where users are assigning ever-higher priority bugs then the only realistic solution is a triage mechanism. All bugs get reported with whatever priority they like, but some poor manager will have to go through every newly reported bug and reset its priority to a sensible level. After a while your users will either get the message, ...


42

I asked some colleagues about what this may be happening, and they mentioned that if a bug doesn't haven't that level of priority it is very rare that the Bug gets developer attention, which indeed makes sense Actually, if you ask me it does not. The more (used) levels of priority, the more information you have. If you effectively only have one ...


24

Here is the mindset that I have asked my developers to follow: 1) Imagine you are the doctor in the emergency room treating the obstinate patient. The doctor is professional in every way and helps the patient even if the patient is yelling to not help. 2) Imagine that the person who is rude just had something terrible happen to them and they are terribly ...


19

The closest you get to a bug-free application, the more expensive it gets. It's like targeting 100% code coverage: you spend the same amount of time and money getting from 0% to 95%, from 95% to 99% and from 99% to 99.9%. Do you need this extra 0.1% of code coverage or quality? Probably yes, if you're working on a software product which controls the cooling ...


14

DISCLAIMER: I have not yet had experience with user-reported bug priority shenanigans. I know the question asks for this, but it might help having the perspective of an outsider. Your problem is not that you have too many high-priority bugs. Your problem is that you have too many people who have direct control over bug priority. If every user can directly ...


13

Just to comment on your statement: can't be it as the fix-feedback-resolved-closed should avoid that case This assumes that all bugs raised will be fixed at the same time. Imagine a scenario where a ticket is raised against v1 of the product with two issues: A form reset button actually submits the form, rather than clearing the values The font-size on ...


12

The existing answers cover the ground of being professional quite well. There's nothing wrong with being polite and professional in response. I'm instead going to cover being magnanimous. I think a magnanimous response can make it unambiguous that the user has been rude--and you will help them anyways. There was even a now semi-famous example just this week....


11

As people have said, this is why the people reporting bugs don't get to assign priority. Your dev team should be in control of their own task assignment (within the scope set by higher management). So, someone further up says "work on this app, fix this feature, make it better at doing this", and the team gets to decide how to go about that, because they're ...


10

What's a decent way of responding? What should I keep in mind? What mindset should I have? You could keep in mind the Fundamental Attribution Error, which observes that humans tend to see our own mistakes and problems with the viewpoint "I'm fundamentally a good person, but on this occasion I did something wrong", but see other people's mistakes and ...


10

It goes a bit like this: Mgr: what are you working on? Dev: this low priority tasks Mgr : shouldn't you be working on high priority tasks? Client: when will my bug be fixed? Dev: it's low priority we have high priority tasks. Client: oh, well then set my bug status to high priority. This will lead to ever escalating levels of priority. I see you've ...


9

Its already the highest voted comment but I think it deserves an answer Like this bug report: [PYTHON-532] User-triggerable NULL pointer dereference due to utter plebbery When a user responds in this way its always out of frustration. By dealing with their issue quickly and politely you can often turn an angry customer into a fan. My favourite comment from ...


8

To put bug analysis in there is a good practice, for the reasons you mentioned (just avoid being overly verbose). This way, people reading it (including your future self) would know how much tricky the issue was and how much effort went in analysis and findings. Also, this way simplifies maintenance in the case when further changes are required related to ...


8

This is why you display an error message. Anything less is putting the blame on garbage in, garbage out. You should be doing garbage in, informative error message out. If something is wrong you need a way to communicate that something is wrong. Hanging is not a good way to do that. Failing silently is not a good way to do that. Logging an error is good but ...


7

I like to ask myself a few questions. Is the bug legitimate? Can I relate to their frustration? Are they misusing/misunderstanding the product? In my experience we have to attempt to relate with customers/users. Sure, often they are stupid, but they do see things differently, and often this can be an indication of where improvements (in either ...


7

There is no single standard software development process with clear defined responsibility for everything: On one side this is unfortunately, because it makes life harder. You have to organize everything in every project and agree on roles and responsibilities. If software is build for a customer, this could be part of the contract. And it will not ...


7

This depends very much on the kind of software, the kind of bug and the possible impact of not telling your users about it. For the majority of bugs, the only reasonable place where users need to be informed is IMHO the changelog of the latest update or patch, after the bug was fixed in there. That actually shows your customers or users you are not just ...


6

Scope: This answer (and the question) seems only applicable to the tracking of code defects, where the source code does not perform according to the specification or the programmers' intentions. On the contrary, it is common for GUI defect tickets to contain multiple specifications, because each GUI ticket is effectively a "redesign" (design defect), a "...


6

Part of my job is answering help desk tickets for my team's main application, which is used by a few thousand internal users. While the semantics and the system are a little different, the basic principle is the same. Always ask for more information if it's not immediately clear from the user's submission what behavior they are expecting and not receiving. ...


5

You can't, because the user is already convinced that he/she is using the right credentials. The best that you can do is to reset their account and inform them of their new password along with instructions on how to proceed. If you have access to their 'old' password (which is a security risk of itself), then you could just send out a reply telling the ...


5

One can add higher and higher priority levels to the system, especially if it is Jira. Giving the new high priorities increasingly silly but dire names can increase the Hawthorne effect bump in the quality of priority choices made by all parties. If the highest priority has a really outlandish name, the effect could be permanent. Eventually when someone ...


5

Angular Materials is in violation of the CSS specification ("@media" must be followed by one or more identifiers, which may not contain null, separated by commas and whitespace, which also may not contain null, followed by an open brace), and as such no other vendor has any obligation whatsoever to support it. As such, your only recourse is to either report ...


5

First you reproduce the bug. Then you run your system in the debugger and halt at a place that you know the control flow will pass through. The stack frames at that point tell you what route through the system this use case takes. Obviously the important point is to pick a place in the code base that is actually as close to the point of trouble as possible....


4

Not all bugs are created equal so you need to sort out the wheat from the chaff. Expectations Many bugs are raised simply due to a shortfall in what the software does and what the end user is expecting. This expectation comes from many areas: using other software, incorrect documentation, over-zealous sales staff, how the software used to work etc etc. ...


4

Don't take it personally! Because it is not: The author was angry - but pretty sure not about you or a colleague in person. The bug report text expresses negative human emotions - against some abstract, vague opponent, representing the software, and the organisation creating the software. If you see that very clear, you can just ignore the negative part - it'...


4

It seems you are "influencing" a change in the culture, that takes time. In addition, bug management systems are a heavy cost, primarily because we have our email accounts open all day in the background, but for a bug management system, a user is asked to open yet another system which they have to learn to use, etc. A few things you can try: Get project ...


4

Look at it from the perspective of someone else using the system, showing up a few months later. They find a bug in the program. They Google around and see that there's a support ticket that matches they problem they're having. And hey, it's closed! Awesome! It's been fixed in the latest version! So, they update... and the bug's still there? What's wrong ...


4

Introduce a cost to support requests. You can only allow a user to report X number of high priority items in a given period of time, Y number of medium priority items, and Z low priority. Of course, that also means the dev team and management are going to have to then guarantee that a certain number of these will in fact be fixed - all the high priority ...


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