X-Git-Url: http://www.privoxy.org/gitweb/?a=blobdiff_plain;f=doc%2Fsource%2Fcontacting.sgml;h=61f0854923a33d4e0dfb55863903af08db4981c3;hb=3b674b95e412faea99dd4ff7cd84c6f7497acd30;hp=41d45f5a082be7f9a59710b4175ae81352c11898;hpb=8cdc4039b18b06aa5d279cebc8102f362af7508d;p=privoxy.git

diff --git a/doc/source/contacting.sgml b/doc/source/contacting.sgml
index 41d45f5a..61f08549 100644
--- a/doc/source/contacting.sgml
+++ b/doc/source/contacting.sgml
@@ -1,11 +1,9 @@
 <!--
- File        :  $Source: /cvsroot/ijbswa/current/doc/source/contacting.sgml,v $
+ File        :  doc/source/contacting.sgml
 
  Purpose     :  Entity included in other project documents.
-                
- $Id: contacting.sgml,v 2.15 2009/11/15 14:22:41 fabiankeil Exp $
 
- Copyright (C) 2001-2010 Privoxy Developers http://www.privoxy.org/
+ Copyright (C) 2001-2020 Privoxy Developers https://www.privoxy.org/
  See LICENSE.
 
  ======================================================================
@@ -29,153 +27,61 @@
 <para>
  We value your feedback. In fact, we rely on it to improve
  <application>Privoxy</application> and its configuration.
- However, please note the following hints, so we can 
- provide you with the best support:
-</para>
-
-<sect2 id="contact-support"><title>Get Support</title>
-<para>
- For casual users, our 
- <ulink url="http://sourceforge.net/tracker/?group_id=11118&#38;atid=211118">support forum at SourceForge</ulink>
- is probably best suited:
- <ulink url="http://sourceforge.net/tracker/?group_id=11118&#38;atid=211118">http://sourceforge.net/tracker/?group_id=11118&#38;atid=211118</ulink>
-</para>
-
-<para>
- All users are of course welcome to discuss their issues on the <ulink
- url="http://lists.sourceforge.net/lists/listinfo/ijbswa-users">users
- mailing list</ulink>, where the developers also hang around.
-</para>
-
-<para>
- Please don't sent private support requests to individual Privoxy
- developers, either use the mailing lists or the support trackers.
+ However, please note the following hints, so we can
+ provide you with the best support.
 </para>
 
+<sect2 id="sufficient-information"><title>Please provide sufficient information</title>
 <para>
- Note that the Privoxy mailing lists are moderated. Posts from unsubscribed
- addresses have to be accepted manually by a moderator. This may cause a
- delay of several days and if you use a subject that doesn't clearly
- mention Privoxy or one of its features, your message may be accidentally
- discarded as spam.
+ A lot of support requests don't contain enough information and can't
+ be solved without a lot of back and forth which causes unnecessary
+ delays. Reading this section should help to prevent that.
 </para>
-
 <para>
- If you aren't subscribed, you should therefore spend a few seconds
- to come up with a proper subject. Additionally you should make it clear
- that you want to get CC'd. Otherwise some responses will be directed to
- the mailing list only, and you won't see them.
-</para>
-
-</sect2>
-
-<sect2 id="reporting"><title>Reporting Problems</title>
-<para>
-<quote>Problems</quote> for our purposes, come in two forms:
-</para>
- <itemizedlist>
-
-  <listitem>
-   <para>
-    Configuration issues, such as ads that slip through, or sites that 
-    don't function properly due to one <application>Privoxy</application> 
-    <quote>action</quote> or another being turned <quote>on</quote>.
-   </para>
-  </listitem> 
-
-  <listitem>
-   <para>
-    <quote>Bugs</quote> in the programming code that makes up 
-    <application>Privoxy</application>, such as that might cause a crash.
-   </para>
-  </listitem> 
-</itemizedlist>
-
-
-<sect3 id="contact-ads"><title>Reporting Ads or Other Configuration Problems</title>
-<para>
- Please send feedback on ads that slipped through, innocent images that were
- blocked, sites that don't work properly, and other configuration related problem of 
- <filename>default.action</filename> file, to 
- <ulink url="http://sourceforge.net/tracker/?group_id=11118&amp;atid=460288">
- http://sourceforge.net/tracker/?group_id=11118&amp;atid=460288</ulink>,
- the Actions File Tracker.
-</para> 
-
-<para>
- New, improved <filename>default.action</filename> files may occasionally be made
- available based on your feedback. These will be announced on the <ulink
- url="http://lists.sourceforge.net/lists/listinfo/ijbswa-announce">ijbswa-announce</ulink>
- list and available from our the <ulink
- url="http://sourceforge.net/project/showfiles.php?group_id=11118">files section</ulink> of
- our <ulink url="http://sf.net/projects/ijbswa/">project page</ulink>.
-</para>
-</sect3>
-
-
-<sect3 id="contact-bugs"><title>Reporting Bugs</title>
-<para>
- Please report all bugs through our bug tracker: 
- <ulink url="http://sourceforge.net/tracker/?group_id=11118&amp;atid=111118">http://sourceforge.net/tracker/?group_id=11118&amp;atid=111118</ulink>. 
-</para>
-
-<para>
-  Before doing so, please make sure that the bug has <emphasis>not already been submitted</emphasis>
-  and observe the additional hints at the top of the <ulink
-  url="http://sourceforge.net/tracker/?func=add&amp;group_id=11118&amp;atid=111118">submit
-  form</ulink>. If already submitted, please feel free to add any info to the 
-  original report that might help to solve the issue.
-</para>
-
-<para>
-  Please try to verify that it is a <application>Privoxy</application> bug,
-  and not a browser or site bug or documented behaviour that just happens
-  to be different than what you expected. If unsure,
+  Before contacting us to report a problem, please try to verify that it is a
+  <application>Privoxy</application> problem, and not a browser or site problem
+  or documented behaviour that just happens to be different than what you expected.
+  If unsure,
   try <ulink url="http://config.privoxy.org/toggle?set=disable">toggling
   off</ulink> <application>Privoxy</application>, and see if the problem persists.
 </para>
 
 <para>
-  If you are using your own custom configuration, please try
-  the stock configs to see if the problem is configuration related.
+  If you are using your own custom configuration, please try the default
+  configuration to see if the problem is configuration related.
   If you're having problems with a feature that is disabled by default,
   please ask around on the mailing list if others can reproduce the problem.
 </para>
 
 <para>
-  If you aren't using the latest Privoxy version, the bug may have been found
+  If you aren't using the latest Privoxy version, the problem may have been found
   and fixed in the meantime. We would appreciate if you could take the time
-  to <ulink url="http://www.privoxy.org/user-manual/installation.html">upgrade
-  to the latest version</ulink> (or  even the latest CVS snapshot) and verify
-  that your bug still exists.
+  to <ulink url="https://www.privoxy.org/user-manual/installation.html">upgrade
+  to the latest version</ulink> and verify that the problem still exists.
 </para>
 <para>
-Please be sure to provide the following information:
+  Please be sure to provide the following information when reporting problems
+  or requesting support:
 </para>
-<para>
  <itemizedlist>
 
   <listitem>
    <para>
-    The exact <application>Privoxy</application> version you are using
-    (if you got the source from CVS, please also provide the source code revisions
-     as shown in <ulink url="http://config.privoxy.org/show-version">http://config.privoxy.org/show-version</ulink>).
+    The exact <application>Privoxy</application> version you are using.
    </para>
-  </listitem> 
+  </listitem>
 
   <listitem>
    <para>
     The operating system and versions you run
-    <application>Privoxy</application> on, (e.g. <application>Windows
-    XP SP2</application>), if you are using a Unix flavor,
-    sending the output of <quote>uname -a</quote> should do,
-    in case of GNU/Linux, please also name the distribution.
+    <application>Privoxy</application> on, e.g. <application>Windows
+    XP SP2</application>.
    </para>
-  </listitem> 
+  </listitem>
 
   <listitem>
    <para>
-    The name, platform, and version of the <application>browser</application> 
+    The name, platform, and version of the <application>browser</application>
     you were using (e.g. <application>Internet Explorer v5.5</application> for Mac).
    </para>
   </listitem>
@@ -183,32 +89,32 @@ Please be sure to provide the following information:
   <listitem>
    <para>
     The URL where the problem occurred, or some way for us to duplicate the
-    problem (e.g. <literal>http://somesite.example.com/?somethingelse=123</literal>). 
+    problem (e.g. <literal>http://somesite.example.com/?somethingelse=123</literal>).
    </para>
-  </listitem> 
+  </listitem>
 
   <listitem>
    <para>
     Whether your version of <application>Privoxy</application> is one supplied
-    by the <application>Privoxy</application> developers via SourceForge,
+    by the <application>Privoxy</application> developers,
     or if you got your copy somewhere else.
    </para>
-  </listitem> 
+  </listitem>
 
   <listitem>
    <para>
-    Whether you are using <application>Privoxy</application> in tandem with 
+    Whether you are using <application>Privoxy</application> together with
     another proxy such as <application>Tor</application>. If so, please
     temporary disable the other proxy to see if the symptoms change.
    </para>
-  </listitem> 
+  </listitem>
 
   <listitem>
    <para>
-    Whether you are using a personal firewall product. If so, does 
+    Whether you are using a personal firewall product. If so, does
     <application>Privoxy</application> work without it?
    </para>
-  </listitem> 
+  </listitem>
 
   <listitem>
    <para>
@@ -217,64 +123,197 @@ Please be sure to provide the following information:
     action taken). To get a meaningful logfile, please make sure that the
     <ulink url="../user-manual/config.html#LOGFILE">logfile directive</ulink>
     is being used and the following <ulink
-    url="../user-manual/config.html#DEBUG">debug options</ulink> are enabled:
-    <literallayout>debug     1 # Log the destination for each request Privoxy let through. See also debug 1024.
+    url="../user-manual/config.html#DEBUG">debug options</ulink> are enabled
+    (all of them):
+   </para>
+    <literallayout>debug     1 # Log the destination for each request Privoxy let through.
+            #   See also debug 1024.
 debug     2 # show each connection status
-debug     4 # show I/O status
+debug     4 # show tagging-related messages
 debug     8 # show header parsing
 debug   128 # debug redirects
 debug   256 # debug GIF de-animation
 debug   512 # Common Log Format
-debug  1024 # Log the destination for requests Privoxy didn't let through, and the reason why.
+debug  1024 # Log the destination for requests Privoxy didn't let through,
+            #   and the reason why.
 debug  4096 # Startup banner and warnings.
-debug  8192 # Non-fatal errors</literallayout>
+debug  8192 # Non-fatal errors
+debug 65536 # Log applying actions</literallayout>
+   <para>
     If you are having trouble with a filter, please additionally enable
+   </para>
     <literallayout>debug    64 # debug regular expression filters</literallayout>
+   <para>
+    If you suspect that Privoxy interprets the request or the response
+    incorrectly, please enable
+   </para>
+    <literallayout>debug 32768 # log all data read from the network</literallayout>
+   <para>
+    It's easy for us to ignore log messages that aren't relevant but missing
+    log messages may make it impossible to investigate a problem. If you aren't
+    sure which of the debug directives are relevant, please just enable all of them
+    and let us worry about it.
+   </para>
+   <para>
     Note that Privoxy log files may contain sensitive information so please don't
     submit any logfiles you didn't read first. You can mask sensitive information
     as long as it's clear that you removed something.
    </para>
-  </listitem> 
+  </listitem>
 
 </itemizedlist>
-</para>
 
 <para>
  You don't have to tell us your actual name when filing a problem
  report, but if you don't, please use a nickname so we can differentiate
  between your messages and the ones entered by other "anonymous" users that
  may respond to your request if they have the same problem or already
- found a solution.
+ found a solution. Note that due to spam the trackers may not always
+ allow to post without being logged into SourceForge. If that's the
+ case, you are still free to create a login that isn't directly linked
+ to your name, though.
 </para>
 
 <para>
  Please also check the status of your request a few days after submitting
  it, as we may request additional information. If you use a SF id,
  you should automatically get a mail when someone responds to your request.
+ Please don't bother to add an email address when using the tracker.
+ If you prefer to communicate through email, just use one of the mailing
+ lists directly.
+</para>
+
+<para>
+  The <ulink url="https://www.privoxy.org/user-manual/appendix.html#ACTIONSANAT">appendix
+  of the Privoxy User Manual</ulink> also has helpful information
+  on understanding <literal>actions</literal>, and <literal>action</literal> debugging.
+</para>
+</sect2>
+<sect2 id="contact-support"><title>Get Support</title>
+<para>
+ All users are welcome to discuss their issues on the <ulink
+ url="https://lists.privoxy.org/mailman/listinfo/privoxy-users">users
+ mailing list</ulink>, where the developers also hang around.
+</para>
+
+<para>
+ Please don't send private support requests to individual Privoxy
+ developers, either use the mailing lists or the support trackers.
+</para>
+
+<para>
+ If you have to contact a Privoxy developer directly for other reasons,
+ please send a real mail and do not bother with SourceForge's messaging
+ system. Answers to SourceForge messages are usually bounced by SourceForge's
+ mail server in which case the developer wasted time writing a response you
+ don't get. From your point of view it will look like your message has
+ been completely ignored, so this is frustrating for all parties involved.
+</para>
+
+<para>
+ Note that the Privoxy mailing lists are moderated. Posts from unsubscribed
+ addresses have to be accepted manually by a moderator. This may cause a
+ delay of several days and if you use a subject that doesn't clearly
+ mention Privoxy or one of its features, your message may be accidentally
+ discarded as spam.
+</para>
+
+<para>
+ If you aren't subscribed, you should therefore spend a few seconds
+ to come up with a proper subject. Additionally you should make it clear
+ that you want to get CC'd. Otherwise some responses will be directed to
+ the mailing list only, and you won't see them.
+</para>
+
+</sect2>
+
+<sect2 id="reporting"><title>Reporting Problems</title>
+<para>
+<quote>Problems</quote> for our purposes, come in two forms:
+</para>
+ <itemizedlist>
+
+  <listitem>
+   <para>
+    Configuration issues, such as ads that slip through, or sites that
+    don't function properly due to one <application>Privoxy</application>
+    <quote>action</quote> or another being turned <quote>on</quote>.
+   </para>
+  </listitem>
+
+  <listitem>
+   <para>
+    <quote>Bugs</quote> in the programming code that makes up
+    <application>Privoxy</application>, such as that might cause a crash.
+    Documentation issues, for example spelling errors and unclear descriptions,
+    are bugs, too.
+   </para>
+  </listitem>
+</itemizedlist>
+
+
+<sect3 id="contact-ads"><title>Reporting Ads or Other Configuration Problems</title>
+<para>
+ Please send feedback on ads that slipped through, innocent images that were
+ blocked, sites that don't work properly, and other configuration related problem of
+ <filename>default.action</filename> file, to
+ <ulink url="https://sourceforge.net/p/ijbswa/actionsfile-feedback/"
+ >https://sourceforge.net/p/ijbswa/actionsfile-feedback/</ulink>,
+ the Actions File Tracker.
 </para>
 
+</sect3>
+
+
+<sect3 id="contact-bugs"><title>Reporting Bugs</title>
+
 <para>
-  The <ulink url="http://www.privoxy.org/user-manual/appendix.html#ACTIONSANAT">appendix
-  of the Privoxy User Manual</ulink> also has helpful information 
-  on understanding <literal>actions</literal>, and <literal>action</literal> debugging. 
+  Before reporting bugs, please make sure that the bug has <emphasis>not already been submitted</emphasis>
+  and observe the additional hints at the top of the <ulink
+  url="https://sourceforge.net/p/ijbswa/bugs/">submit
+  form</ulink>. If already submitted, please feel free to add any info to the
+  original report that might help to solve the issue.
 </para>
 </sect3>
 </sect2>
 
-<sect2 id="contact-feature"><title>Request New Features</title>
+<sect2 id="security-contact"><title>Reporting security problems</title>
 <para>
- You are welcome to submit ideas on new features or other proposals
- for improvement through our feature request tracker at
- <ulink url="http://sourceforge.net/tracker/?atid=361118&#38;group_id=11118">http://sourceforge.net/tracker/?atid=361118&#38;group_id=11118</ulink>.
+ If you discovered a security problem or merely suspect that a bug might
+ be a security issue, please mail Fabian Keil &lt;fk@fabiankeil.de>
+ (OpenPGP fingerprint: 4F36 C17F 3816 9136 54A1 E850 6918 2291 8BA2 371C).
+</para>
+<para>
+ Usually you should get a response within a day, otherwise it's
+ likely that either your mail or the response didn't make it.
+ If that happens, please mail to the developer list to request a
+ status update.
 </para>
 </sect2>
 
-<sect2 id="contact-other"><title>Other</title>
+<sect2 id="mailing-lists"><title>Mailing Lists</title>
 <para>
-For any other issues, feel free to use the mailing lists. Technically interested users
-and people who wish to contribute to the project are also welcome on the developers list!
+If you prefer to communicate through email, instead of using a web interface,
+feel free to use one of the mailing lists.
+To discuss issues that haven't been completely diagnosed yet, please use the Privoxy
+users list. Technically interested users and people who wish to contribute to
+the project are always welcome on the developers list.
 You can find an overview of all <application>Privoxy</application>-related mailing lists,
 including list archives, at:
-<ulink url="http://sourceforge.net/mail/?group_id=11118">http://sourceforge.net/mail/?group_id=11118</ulink>.
+<ulink url="https://lists.privoxy.org/mailman/listinfo">https://lists.privoxy.org/mailman/listinfo</ulink>.
+The lists hosted on privoxy.org have been created in 2016, the previously-used
+lists hosted at SourceForge are deprecated but the archives may still be useful:
+<ulink url="https://sourceforge.net/p/ijbswa/mailman/">https://sourceforge.net/p/ijbswa/mailman/</ulink>.
 </para>
 </sect2>
+
+<sect2 id="sf-trackers"><title>SourceForge support trackers</title>
+<para>
+ The
+ <ulink url="https://sourceforge.net/p/ijbswa/support-requests/">SourceForge support trackers</ulink>
+ may be used as well, but have various technical problems that are unlikely to
+ be fixed anytime soon. If you don't get a timely response, please try the
+ mailing list as well.
+</para>
+
+</sect2>