Narrow scope of support documentation

Summary:
  - Direct users to detailed bug report / feature reuqest documents.
  - Move "get more info" and "unreproducible problems" to bug reporting document.
  - Stop telling users to email us, and strongly encourage them to use primary channels.

Test Plan: Read documentation.

Reviewers: btrahan, chad

Reviewed By: btrahan, chad

Subscribers: epriestley

Differential Revision: https://secure.phabricator.com/D10808

src/docs/contributor/bug_reports.diviner

@@ -15,6 +15,7 @@ The most important things to do are:
   - check the list of common fixes below;
   - make sure Phabricator is up to date;
   - make sure we support your setup;
+  - gather debugging information;
   - explain how to reproduce the issue; and
   - create a task in
     [[ http://secure.phabricator.com/maniphest/task/create/ | Maniphest ]].
@@ -104,6 +105,25 @@ Otherwise, if you're having an issue with a supported first-party application
 and followed the upstream install instructions on a normal computer, we're happy
 to try to help.
 
+Getting More Information
+========================
+
+For some issues, there are places you can check for more information. This may
+help you resolve the issue yourself. Even if it doesn't, this information can
+help us figure out and resolve an issue.
+
+  - For issues with `arc` or any other command-line script, you can get more
+    details about what the script is doing by adding the `--trace` flag.
+  - For issues with Phabricator, check your webserver error logs.
+    - For Apache, this is often `/var/log/httpd/error.log`, or
+      `/var/log/apache2/error.log` or similar.
+    - For nginx, check both the nginx and php-fpm logs.
+  - For issues with the UI, check the Javascript error console in your web
+    browser.
+  - Some other things, like daemons, have their own debug flags or
+    troubleshooting steps. Check the documentation for information on
+    troubleshooting. Adjusting settings or enabling debugging modes may give
+    you more information about the issue.
 
 Reproducibility
 ===============
@@ -111,20 +131,46 @@ Reproducibility
 The most important part of your report content is instructions on how to
 reproduce the issue. What did you do? If you do it again, does it still break?
 Does it depend on a specific browser? Can you reproduce the issue on
-`secure.phabricator.com`? Feel free to try to reproduce issues on the upstream
+`secure.phabricator.com`?
-install (which is kept near HEAD), within reason -- it's okay to make a few test
+
-objects if you're having trouble narrowing something down or want to check if
+Feel free to try to reproduce issues on the upstream install (which is kept near
-updating might fix an issue.
+HEAD), within reason -- it's okay to make a few test objects if you're having
+trouble narrowing something down or want to check if updating might fix an
+issue.
 
 It is nearly impossible for us to resolve many issues if we can not reproduce
-them. For more information, see @{article: Give Feedback! Get Support!}.
+them.
 
+Unreproducible Problems
+=======================
+
+Before we can fix a bug, we need to reproduce it. If we can't reproduce a
+problem, we can't tell if we've fixed it and often won't be able to figure out
+why it is occurring.
+
+Most problems reproduce easily, but some are more difficult to reproduce. We
+will generally make a reasonable effort to reproduce problems, but sometimes
+we will be unable to reproduce an issue.
+
+Many of these unreproducible issues turn out to be bizarre environmental
+problems that are unique to one user's install, and figuring out what is wrong
+takes a very long time with a lot of back and forth as we ask questions to
+narrow down the cause of the problem. When we eventually figure it out and fix
+it, few others benefit (in some cases, no one else). This sort of fishing
+expedition is not a good use of anyone's time, and it's very hard for us to
+prioritize solving these problems because they represent a huge effort for very
+little benefit.
+
+We will make a reasonable effort to reproduce problems, but can not help with
+issues which we can't reproduce. You can make sure we're able to help resolve
+your issue by generating clear reproduction steps.
 
 Create a Task in Maniphest
 ==========================
 
-If you're up to date, supported, and have the best reproduction instructions
+If you're up to date, supported, have collected information about the problem,
-you can come up with, you're ready to file an issue.
+and have the best reproduction instructions you can come up with, you're ready
+to file an issue.
 
 We'll look at any issue report we can find (we monitor IRC, email, GitHub,
 StackOverflow, Quora, Facebook and Twitter), but the upstream Maniphest is
@@ -133,8 +179,8 @@ the authoritative bug tracker and the best place to file:
   https://secure.phabricator.com/maniphest/task/create/
 
 If you don't want to file there (or, for example, your bug relates to being
-unable to log in or unable to file an issue in Maniphest) you can file on any of
+unable to log in or unable to file an issue in Maniphest) you can file on any
-the other channels, but we can address reports much more effectively if they're
+other channel, but we can address reports much more effectively if they're
 filed against the upstream than if they're filed somewhere else.
 
 | Effectiveness | Filing Method |
@@ -146,7 +192,7 @@ filed against the upstream than if they're filed somewhere else.
 
 If you have a quick question or want to discuss something before filing an
 issue, IRC is a great way to get a sanity check first. You can find information
-about these channels in @{article: Give Feedback! Get Support!}.
+about IRC in @{article: Give Feedback! Get Support!}.
 
 Next Steps
 ==========

src/docs/user/feedback.diviner

@@ -5,145 +5,40 @@
 How to give us feedback, report bugs, and request features, and get support for
 problems with Phabricator.
 
-= Overview =
+Overview
+========
 
-We'd love to hear your feedback about Phabricator, whether it's good or bad. We
+We'd love to hear your feedback about Phabricator, whether it's good or bad. The
-stay on top of bug reports and fix many of them within a day or two (and
+best ways to provide feedback and get support are:
-sometimes within hours). The Phabricator roadmap is determined in large part by
-user feedback and feature requests. Your feedback matters, will often have an
-immediate short-term impact, and the project leads are actively listening to it.
 
-We also try to provide a very high level of free support. If you have trouble
+  - For bug reports and feature requests, file a task in our task tracker,
-with anything or just don't understand how something works, ask us! We're happy
+    Maniphest.
-to help, and it's usually valuable for us because we can prevent the problem
+  - For questions and real-time chat, join the IRC channel.
-in the code (or document it better) so future users don't hit it.
+  - If you just want to provide some quick feedback, you can tweet at
+    us ([[ http://twitter.com/phabricator | @phabricator ]]).
 
-Some day we will no doubt grow callous and distant, but for now the community
+Bugs and Requests
-is small enough that we can provide a high level of service and support to
+=====================
-everyone and still have plenty of time to write code.
-
-If you're in the SF bay area, we're also happy to come onsite and help you set
-things up, answer any questions you might have, or just hang out and tell
-Facebook war stories.
-
-The best ways to provide feedback are:
-
-= Maniphest =
 
 The best way to report bugs and request features is through
-[[http://secure.phabricator.com/maniphest/task/create/ | Maniphest]]. Just file
+[[http://secure.phabricator.com/maniphest/task/create/ | Maniphest]]. For
-the bug/request and we'll handle everything else. (If it's time-sensitive or
+information on filing good bug reports and feature requests, see:
-blocking you, feel free to assign it to `epriestley`.) Feel free to file support
-requests, general questions, or random feedback this way, too.
 
-= GitHub Issues =
+  - @{article:Filing Good Bug Reports}
+  - @{article:Filing Good Feature Requests}
 
-You can also use
+IRC
-[[https://github.com/phacility/phabricator/issues/new | GitHub Issues]] if you
+==========
-prefer.
-
-= IRC =
 
 We're active in `#phabricator` on FreeNode, and it's the best place to ask
 questions and get support.
 
-= Email =
+Next Steps
-
+==========
-You can email us at `contact@phacility.com`.
-
-= Filing Good Feature Requests =
-
-When filing a feature request, please provide as much information as possible,
-especially about what your use case is and why you want the feature. Explaining
-what your larger goals are is very helpful, and lets us design better features.
-Tell us what your problem is before you tell us your idea to solve it: sometimes
-we can come up with a better approach to the problem, a slightly different
-approach that solves more problems or helps other users, or a way to make the
-problem go away entirely.
-
-= Filing Good Bug Reports =
-
-When filing a bug report, please provide as much information as possible. In
-particular:
-
-  - If you received an error message, please please please provide it! It is
-    often incredibly useful. See @{article:Please Please Please}.
-  - The second most useful thing to us is reproduction steps. If at all
-    possible, provide a brief list of steps required to reproduce the problem.
-  - If something you didn't expect (other than a crash or obvious error)
-    happened, tell us what you expected and what actually happened.
-
-We can fix clearly-described bugs with reproduction steps and error messages
-much more quickly than vague bugs we can't reproduce.
-
-In particular, if you don't include error messages, we need to ask you for error
-messages. We will nearly always need to do this, and nearly always be unable
-to continue until you provide them. You'll save everyone time if you spend a
-few extra seconds copy/pasting them in the first place.
-
-Generally, err on the side of giving us too much information. It's much quicker
-and easier for us to filter out information that isn't relevant than it is to
-go back and forth asking you to provide more details.
-
-Tips:
-
-  - For issues with `arc`, you can get more information by running the command
-    with the `--trace` flag. For instance, run `arc diff --trace` instead of
-    `arc diff`. Including this output in your bug report is often helpful.
-  - For issues with Phabricator, check your webserver error logs for more
-    information. For Apache, this is usually `/var/log/httpd/error.log` or
-    `/var/log/apache2/error.log`.
-  - For issues with the UI, check your Javascript error console in your browser.
-  - Some other things, like daemons, have debug flags or troubleshooting steps
-    covered in their documentation. Enabling these flags may give you more
-    information about the problem.
-
-= Unreproducible Problems =
-
-Before we can fix a bug, we need to reproduce it. If we can't reproduce a
-problem, we can't tell if we've fixed it and often won't be able to figure out
-why it is occurring.
-
-Most problems reproduce easily, but some are more difficult to reproduce. We
-will generally make a reasonable effort to reproduce problems, but sometimes
-we will be unable to reproduce an issue.
-
-Many of these unreproducible issues turn out to be bizarre environmental
-problems that are unique to one user's install, and figuring out what is wrong
-takes a very long time with a lot of back and forth as we ask questions to
-narrow down the cause of the problem. When we eventually figure it out and fix
-it, few others benefit (in some cases, no one else). This sort of fishing
-expedition is not a good use of anyone's time, and it's very hard for us to
-prioritize solving these problems because they represent a huge effort for very
-little benefit. These problems are a tiny fraction of requests (maybe 1-2%) but
-take up the vast majority of our support effort (maybe 80%).
-
-**If you want us to fix a bug we can't reproduce, you need to build us a working
-reproduction case.** Generally, this means a `root` login on a machine where the
-issue occurs. For example:
-
-  - Bring up a new machine (e.g., in EC2), install Phabricator on it, configure
-    it so the problem is reproducible, and then give us access to it.
-  - If the machine Phabricator is running on is nonessential/nonsensitive and
-    you're comfortable with us having root on it, give us credentials.
-  - If the issue is with Git, SVN or Mercurial, create a new empty repository,
-    add a commit or series of commits which replicate the issue, and give us
-    a zip/tarball of the repository as a reproduction case.
-  - If you're in the San Francisco bay area, we can probably swing by and fix
-    the issue onsite.
-
-These are all fairly heavyweight and will take some time, but often //less//
-of your time than a fishing expedition. If you can build a reproduction case,
-there is a very high chance we can resolve your problem quickly.
-
-Alternatively, you can pay us an enormous pile of money for some kind of
-enterprise support thing and we'd be thrilled to go fishing with you for as long
-as you remain solvent. Email us (see above) for specifics.
-
-= Next Steps =
 
 Continue by:
 
-  - Filing a bug of feature request in
+  - learning more about bug reports with @{article:Filing Good Bug Reports}; or
-    [[http://secure.phabricator.com/maniphest/task/create/ | Maniphest]]; or
+  - learning more about feature requests with
+    @{article:Filing Good Feature Requests}; or
   - contributing to Phabricator with @{article:Contributor Introduction}.