Friday September 3, 2021; 9:43 AM EDT
- Before reporting a problem, make sure it's repeatable. That's the first thing I'm going to need to do.#
- When repeating it, read and follow the docs, and this time do it more carefully than the first time. I always try to provide a clear checklist of things you need to do. There aren't many wasted words in those checklists. You need to read all of them. #
- My process, on getting a problem report is:#
- I assume the person repeated it and it's a real problem.#
- Sometimes there isn't enough info to repeat it, and I have to decide whether to ask for more info or move on. #
- But if there is enough info, I go to the docs, and do it myself. #
- If I spot the problem, good -- this was a success. If not, we begin a process to find out if the product is wrong, or the user is. #
- If you don't try to repeat it before reporting it, there's a good chance it was your mistake, not the software's. And we will have wasted time that could have been spent more productively.#