Hi everyone!
I found this "HowTo" on the support board for CMS Made Simple and I thought we'd share this with you as it neatly sums up what it is all about.
I often get Help requests (or bug reports) which are written in a way that's confusing to me, and it ends up taking me a long time and several back-and-forth responses before I can actually be helpful. So I thought I'd post something here which could potentially save everyone some time.
If you use this simple format, I (and other developers and support staff) will be able to help you much faster, and with less confusion.
How To Ask For Help 1. Make sure to provide all version information you can think of. It's better to include irrelevant data than it is to omit useful data. Example:
Quote:Hi. I'm running YaBB V1.3.x. I'm using Perl 5.8.5.4. This is all working with Apache 1.3.38 running on Linux
(Obviously, you may not be able to determine all of those version numbers, but provide what you can. We can help you figure out the other version numbers if we need them.)
If the problem involves modules (or you suspect it might), include not only the exact modules, but also any dependent modules, and their configurations:
Quote:I'm using YaBB2.1, which needs Mailer settings. What do I need to do to get it working on a Linux Server.
2. Then state the problem, including as much detail as possible (especially including error messages):
Quote:When I try to send a mail, I get the error message: An Error Occured ! SMTP Server Not Found !
alternatively, if you're asking a "how to" type question, please give us as much context as possible. Not just what you're trying to do, but why you're trying to do it:
Quote:I'm trying to attachments mod to work, and can't figure out how to do that. I did activate attachments in the Forum Settings but still no success.
We may try to talk you out of the approach you're describing, but only if we have a good reason and can propose an alternative.
3. If it's a consistently reproducible error, detail the steps that you can use to trigger the condition:
Quote:How to reproduce: Go to IM > Inbox > Call back, and click on the "call back" icon.
4. If you have any ideas about what's wrong, or other information that might help, definitely include it!
Quote:This was working before I upgraded from version 1.3.x. I also recently changed my paths, so I wonder if that's what it means in the error message.
5. If you're reporting a bug, please file it in the Development section if it concerns the current version 2.x. That helps us manage the process of tracking and fixing it.
6. Spread the love. If you find a solution, or someone emails you a solution, post it here in the forum so other people can benefit. If you've fixed a bug, post the fix in that thread and do not use IM to post solutions or bugs.
If you follow these steps, you will save a great deal of time for both yourself and for us.
How Not To Ask For Help Here are a few things guaranteed to slow down or prevent you from getting help:
1. Incoherence. "I tried to use YaBB2.1, but the thing didn't work." Help me to help you -- I need something to go on. What thing didn't work? How did it not work? I realize that there can be a language barrier sometimes. If it's impossible for you to express in English, please describe the problem in your own language -- there are more than a few people in the community who speak multiple languages and who can help translate. Worst case, there's babblefish.
2. Demands stressed by writing in ALL CAPS. "I need this fixed today, or I'll switch to PHPBB." When I read this kind of statement, I think to myself "gosh, too bad for those PHPBB developers."
3. Insults. "This code is so crappy. I don't know why anybody would even try using it." When I read this, I lose all interest in trying to help, and figure that you can take your problem and shove it.
Things to Keep in Mind The core team and many other volunteers on this board really want to be helpful and make things work for you. But remember that we all have jobs, families, friends, and other responsibilities -- none of us get paid for this work. Now, if you're exceptionally wealthy or a venture capital person, and would like to start a foundation to provide full-time support and YaBB development, we'd be happy to speak with you. But as it is, YaBB can't be our number one priority at all times.
We understand that sometimes you find yourself with a problem and a looming deadline. Many of us are computer professionals -- we know what stress is. We'll try to be as responsive as we can, and we'll do whatever is possible to help you with the situation. But you will need to be patient with us if we can't solve your problem instantly.
Lastly, we appreciate that you use our software. If this posting seems negative or critical, it's certainly not intended that way. We're happy that YaBB is useful to people, and we're excited to see sites using it in ways that we hadn't even thought of.