The life and times of Zack Weinberg.
Saturday, 29 June 2002
# 12:25 AM
In my mail today was a response to a trouble ticket I'd filed with my DSL provider. At the top was a lengthy block of boilerplate, containing this passage:
This strikes me as sheer laziness on their tracking system's designer's part. How fscking hard is it to set up a robot that adds e-mailed responses to the relevant trouble ticket's logs?
But it's not just that tracking system; every fscking bug tracker I have ever used has the exact same anti-feature, except for Debian's. Now let me outline the series of steps involved in responding to a request for feedback, with and without the ability to send responses by mail.
I think it's quite obvious that responses by e-mail are better. So why on earth is it that only one bug tracker on the face of the planet supports them?
(To be fair, some other trackers, such as GNATS, claim to support responses by e-mail, but in practice it doesn't work reliably enough to be usable.)