Write standard text to answer hardware support reports for which we can't do anything
(Output of my residency at Help Desk with numbat.)
In the discussions that lead to creating #17965 (closed), we agreed to stop putting Help Desk efforts into hardware support, apart of identifying regressions that affect a broad range of hardware, and documenting workarounds that our users discover themselves and report to us.
The main blocker for actually doing this is having a standard reply for other hardware support reports: without a nice and complete answer, it's just too tempting to keep doing the Help Desk work like in the good ol' days.
We could write this text right now, and Help Desk could link to it (or copy'n'paste it). There's no reason to wait for #17935, which I'm afraid will take some time to become real.
This text could go somewhere on our website, so it is translated. @numbat proposes to add it to the Known Issues page (section V or other, at least linked from here). Once we have an auto-reply mechanism, some this text can probably be reused there, so this first iteration won't waste efforts.
Brainstorming the ideas this standard reply should convey:
- We lack resources to investigate and fix hardware support problems.
- Is the problem a regression?
- If you find a workaround, please let us know so we can document it on our website and everyone else benefits from it.
- Our best bet is that a future drivers update will fix it. Fingers crossed!
- If you want to dive deeper, you may want to try Debian Live images (+ link).
We could proceed like this:
- help-desk, are there are other ideas we need to convey in this standard reply? Please add to the brainstorming above.
- sajolida, would Technical Writers want to write this piece of text and put it wherever y'all see fit on our website? Else, I volunteer to do it: given the equivalent replies are currently written by Help Desk, IMO the first iteration does not necessarily need professional tech writing skills.