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Doesn't matter what the error message is. It's very unlikely they're reading the error message at all. And yes, I've tried what you mentioned. I did fib a bit
by drblast 9y ago
Doesn't matter what the error message is. It's very unlikely they're reading the error message at all. And yes, I've tried what you mentioned.
I did fib a bit though. There is one error we get emailed to us regularly. It's a 403:
{"code": "Forbidden",
"message": "You do not have access to this
API feature because you need to be a member
of role [ROLE]. To get access, follow this
link to our role request page here:
https://linkToRoleRequestPageWithDeadSimpleHTMLForm?role=ROLE"}
THAT error reliably gets copy/pasted in an email to us with the questions "Why am I getting this error?" or "How do I get access to this?"
EDIT: I'm also talking about the JSON output of an internal API whose target audience is developers and people writing scripts. This means that we are all the problem. If the target customer were average Joe user I'd completely understand.
- logicallee 9y agoSo you need to lie in your error messages and come up with a message that will get emailed to you. How about. "Forbidden. Please request access by following this link: http://internal/?requestguid=GUID&custn=CUSTNAME http://internal/?requestguid=GUID&custn=CUSTNAME Your request will be handled within 24 hours." That link? If they click the link - which they will - you have all the information they should email you (but don't.) Because you told us all you need is the GUID. Remember: Error messages are literally an API between you and the human. If the human isn't doing what you want, you need to debug your API code until the human is doing what you want. The human is like a device! It might be flaky, but you're stuck with it. So debug your API code (the error message) until you work around the flaky humans.
- fencepost 9y agoYou forgot the important extra part: "If you ignore that link and instead email this to us, we'll try to get back to you within 5 business days."
- logicallee 9y agoI don't think there's any reason to be passive aggressive. If you give users two options they'll choose the one that's worse for you and worse for them. :)
- deleted 9y ago[deleted]
- drblast 9y agoI like the way you think. I'm going to change all error messages to: "Please click this link and type the following GUID into the web page." That way, based on history, I'll at least get an email with the error copied in. They'll never click the link, but if they do one or the other, I'll have the info I need. Now if I could just stop people from submitting bug reports for 404 errors...
- logicallee 9y ago:) good luck!
- adekok 9y agoMy $0.02 is that people who submit such bug reports need to be fired. They're adding negative value to the company. I get such bug reports for my open source project. People get offended when I point out that the message says what they need to do.