From: Fabian Keil <fk@fabiankeil.de>
Date: Fri, 25 Jan 2013 14:23:11 +0000 (+0000)
Subject: Hopefully make it harder to unintentionally provide insufficient information when...
X-Git-Tag: v_3_0_21~85
X-Git-Url: http://www.privoxy.org/gitweb/@default-cgi@/faq/%22https:/user-manual/static/@proxy-info-url@?a=commitdiff_plain;h=a2d6cb197fe5ec95c42b882a799bc1cb1687c846;p=privoxy.git
Hopefully make it harder to unintentionally provide insufficient information when requesting support
Previously it wasn't obvious that the information we need in
bug reports is usually also required in support requests.
---
diff --git a/doc/source/contacting.sgml b/doc/source/contacting.sgml
index 3f9bce1c..afd0d703 100644
--- a/doc/source/contacting.sgml
+++ b/doc/source/contacting.sgml
@@ -3,7 +3,7 @@
Purpose : Entity included in other project documents.
- $Id: contacting.sgml,v 2.30 2011/11/19 14:44:01 fabiankeil Exp $
+ $Id: contacting.sgml,v 2.31 2013/01/25 14:21:47 fabiankeil Exp $
Copyright (C) 2001-2011 Privoxy Developers http://www.privoxy.org/
See LICENSE.
@@ -30,112 +30,15 @@
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&atid=211118">support forum at SourceForge</ulink>
- is probably best suited:
- <ulink url="http://sourceforge.net/tracker/?group_id=11118&atid=211118">http://sourceforge.net/tracker/?group_id=11118&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.
-</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.
- </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&atid=460288">
- http://sourceforge.net/tracker/?group_id=11118&atid=460288</ulink>,
- the Actions File Tracker.
+ provide you with the best support.
</para>
+<sect2 id="sufficient-information"><title>Please provide sufficient information</title>
<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&atid=111118">http://sourceforge.net/tracker/?group_id=11118&atid=111118</ulink>.
+ 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>
- 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&group_id=11118&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>
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
@@ -240,12 +143,13 @@ debug 1024 # Log the destination for requests Privoxy didn't let through, and t
debug 4096 # Startup banner and warnings.
debug 8192 # Non-fatal errors</literallayout>
</para>
- </para>
+ <para>
If you are having trouble with a filter, please additionally enable
<literallayout>debug 64 # debug regular expression filters</literallayout>
If you are using Privoxy 3.0.17 or later and suspect that it interprets the
request or the response incorrectly, please enable
<literallayout>debug 32768 # log all data read from the network</literallayout>
+ </para>
<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
@@ -293,6 +197,109 @@ debug 8192 # Non-fatal errors</literallayout>
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>
+ For casual users, our
+ <ulink url="http://sourceforge.net/tracker/?group_id=11118&atid=211118">support forum at SourceForge</ulink>
+ is probably best suited:
+ <ulink url="http://sourceforge.net/tracker/?group_id=11118&atid=211118">http://sourceforge.net/tracker/?group_id=11118&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.
+</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.
+ </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&atid=460288">
+ http://sourceforge.net/tracker/?group_id=11118&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&atid=111118">http://sourceforge.net/tracker/?group_id=11118&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&group_id=11118&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>
</sect3>
</sect2>