Thunderbird/Support/Workflow: Difference between revisions

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 If you feel your reply answers the question 80% and you have moderation abilities, i.e. you are a Mozilla Messaging Employee or champion, then:
-# use "Moderator Updates" on the right Sidebar and set the status to "Answered" for Questions and "Solved" for Problems '''after''' you have submitted your reply.
+==== Change the Status ====
-# Folks get upset if you do this and the GS web page is not clear and folks get upset when a status change is not explained so of whenever you change the status of a reply (e.g. to "not a problem" or to "Solved" or "Answered") '''always add an explanation''' e.g. "Setting this to Solved (or Answered) because I am pretty sure this [[[fill in the blanks]]] solves your problem." If it turns out that's it not Solved or Answered then set the topic to Problem, In progress.
+* use "Moderator Updates" on the right Sidebar and set the status to "Answered" for Questions and "Solved" for Problems '''after''' you have submitted your reply.
-# If you look at a topic and leave a reply but it's not Answered or Solved then change it to a Problem and set status to "Acknowledged" or "In Progress" if that make sense.Try not to leave topics that you reply to without updating the status.
+==== Always explain status changes ====
-# '''Duplicate Threads''': Lots of times, users post multiple duplicate threads. This of course makes support harder than it should. Best thing is to catch it early and merge them using GS's merge facility. However 90% of the time, you won't catch it early. In this case it's best to anoint a "canonical thread" (or start a new one) and leave it at "Problem, In progress" and close (i.e. set to Question, Answered or Problem, Solved) the other duplicate threads (but of course link to the canonical thread and state clearly that you are leaving the canonical thread open so people won't be offended you are closing the duplicate threads). Tag the canonical thread "canonical" plus "canonical [1-3 word topic summary]" e.g. "canonical message preview". for an example see: http://gsfn.us/t/ooa7.
+* Folks get upset if you change the status of a GS topic.  The GS web page usability  is not clear when a status changes; folks get upset when a status change is not explained so of whenever you change the status of a reply (e.g. to "not a problem" or to "Solved" or "Answered") '''always add an explanation''' e.g. "Setting this to Solved (or Answered) because I am pretty sure this [[[fill in the blanks]]] solves your problem." If it turns out that's it not Solved or Answered then set the topic to Problem, In progress.
+==== Change to a Problem if appropriate ====
+* If you look at a topic and leave a reply but it's not Answered or Solved then change it to a Problem and set status to "Acknowledged" or "In Progress" if that make sense.Try not to leave topics that you reply to without updating the status.
+==== Merge Duplicate Threads ====
+* Lots of times, users post multiple duplicate threads. This of course makes support harder than it should. Best thing is to catch it early and merge them using GS's merge facility. However 90% of the time, you won't catch it early. In this case it's best to anoint a "canonical thread" (or start a new one) and leave it at "Problem, In progress" and close (i.e. set to Question, Answered or Problem, Solved) the other duplicate threads (but of course link to the canonical thread and state clearly that you are leaving the canonical thread open so people won't be offended you are closing the duplicate threads). Tag the canonical thread "canonical" plus "canonical [1-3 word topic summary]" e.g. "canonical message preview". for an example see: http://gsfn.us/t/ooa7.
+==== Create a summary thread if users post their problem across multiple threads ====
+* Lots of times, desperate users post fragments or all of their problems as replies to multiple (let's call it 'n') threads. This would be great if their problems were 100% identical to the problems in the multiple threads and if the threads were active. Unfortunately 99% of the time the problem is not the same and more than 50% of the time the thread is inactive or hopelessly muddled and confusing with several users asking for help with multiple similar but not identical problems.
+* In their desperation, they don't realize that this makes it more difficult to help them. They figure that this will maximize the exposure and likelihood of getting a response.
+* '''Recommendation''': Create a new "summary" support topic for them with a relevant title and with content paraphrasing all of their problem across all the threads. And then post a reply (using the [[Thunderbird/Support/GetSatisfaction/BoilerPlate#Use_one_topic.2C_not_multiple_topics|"use one topic, not multiple topics boilerplate"]]) on all 'n' (or at least 2 of n) of their threads linking to the summary support topic and unsubscribe from the other threads in Get Satisfaction.
 === Give Thanks ===
@@ Line 64: / Line 76: @@
 # If it's a complete answer or solution, leave a comment e.g. something like "Thanks for contributing to community support."
 # If their answer or question is incomplete or a wee bit inaccurate, post a reply (comments are really only meant for short items) with a correction or an addition to make their answer/solution complete and thank the person as well
-# If a person helps does community support on a regular basis, please consider making them a GS "champion" for Mozilla Messaging
+# If a person supports the community on a regular basis (e.g. several worthwhile replies a month), please consider making them a GS "champion" for Mozilla Messaging
 === Dealing with Profanity, Insults and Personal Attacks ===
@@ Line 70: / Line 82: @@
 Get Satisfaction's [http://getsatisfaction.com/ccpact Company-Customer Pact] and Mozilla's community culture requires both staff and users to be respectful and considerate.
-If you see a post on Mozilla Messaging's Get Satisfaction site that contains profanity or insults, email the link and a request for removal to:
+If you see a post on Mozilla Messaging's Get Satisfaction site that contains profanity or insults and you are not a GS moderator, email the link and a request for removal of either just the the profanity or the entire reply or topic to:
 * (Mozilla staff) support AT getsatisfaction.com
@@ Line 77: / Line 89: @@
 '''Get Satisfaction Moderators'''
-If the user is merely ranting and doesn't really want help from the community, use the GS "Archive" feature to archive the topic so it doesn't show up in search results. Add explanatory text like:
+==== Removing Replies that contain attacks and/or profanity ====
+If you are a Get Satisfaction Moderator, then '''feel free to remove replies that  are attacks or have profanity without useful information''' (if you want to retain the reply but redact the profanity see "Removing Profanity and Attack Language from Replies"). Use the [[Thunderbird/Support/GetSatisfaction/BoilerPlate#Removing_Replies_that_contain_attacks_and.2For_profanity|boilerplate for Removing Replies that contain attacks and/or profanity]]
-"''This post has been archived because of profanity or insulting language, which is unacceptable according to the [http://getsatisfaction.com/ccpact CC Pact]. Users agree to abide by the pact when they sign up for Get Satisfaction. Continued use of profanity or insulting language will result in deletion of your account from the Get Satisfaction community. If you want help from the community, please create a new community support topic without profanity or insulting phrases: http://getsatisfaction.com/mozilla_messaging/topics/new. Refer to the  [[Thunderbird/Support/GetSatisfaction/README|README]] for information about the required information.''"
+==== Archive the topic if there's profanity and only 1 ranter & ranter doesn't really want help ====
+If there's only 1 user (or several users all of whom are profanely ranting and not helping) is merely ranting with profanity or attack language and doesn't really want help from the community, use the GS "Archive" feature to archive the topic so it doesn't show up in search results. Use  [[Thunderbird/Support/GetSatisfaction/BoilerPlate#Archive_the_topic_if_there.27s_profanity_and_only_1_ranter_.26_ranter_doesn.27t_really_want_help|"Archive the topic if there's profanity and only 1 ranter & ranter doesn't really want help" boilerplate explanatory language]]
 ==== Removing Profanity and Attack Language from Replies ====
-If the user does really want community support despite the rant, then reply with something like the following:
+If the user does really want community support despite the rant, then reply with [[Thunderbird/Support/GetSatisfaction/BoilerPlate#Removing_Profanity_and_Attack_Language_from_Replies|"Removing Profanity and Attack Language" reply text and emoticon text]]
-"''Hi. I understand from your post that you are frustrated. However profanity and disrespectful language are unacceptable because they violate the [http://getsatisfaction.com/ccpact CCPact]. I have asked the Get Satisfaction staff to remove the offending text in your post. Continued use of profanity or insulting language will result in deletion of your account from the Get Satisfaction community.''"
-Set the emoticon text to something like:"I’m hopeful that bug Y will be solved soon/the community can help X soon thereby lessening X's frustration."
-==== Removing Replies that contain attacks and/or profanity ====
-If you are a Get Satisfaction Moderator, then '''feel free to remove replies that  are attacks or have profanity without useful information''' (if you want to retain the reply but redact the profanity see "Removing Profanity and Attack Language from Replies"). Use something like the following as a reason for removing the reply.
-"''Hi. I understand from your reply that you are frustrated. However profanity and disrespectful language are unacceptable because they violate the CCPact. Therefore I have removed your reply. Continued use of profanity or insulting language will result in deletion of your account from the Get Satisfaction community."''"
 == Bugzilla ==
 === New Bug Workflow ===
 once a GS topic or through some other support channel) has been determined to be a bug that hasn't been previously filed, then
-# a bugzilla bug needs to be filed and linked and tagged into the GS topic ad please fill in the GS short URL into the bug and add "[gs]" to the whiteboard
+# a bugzilla bug needs to be filed and linked and tagged into the GS topic(s) (e.g. if the bug is bug 62345 make sure all relevant GS topics are tagged "bug 62345") and '''please''' fill in the GS tag url (e.g. http://getsatisfaction.com/mozilla_messaging/tags/bug_62345 )  into the bug's URL field and add "[gs]" to the whiteboard
 # this bug needs to be triaged into an appropriate release and GS folks need to be informed by adding a reply to the GS topic with the results of the triage
 # if necessary a workaround needs to be developed and then added to SuMoMo if substantial enough and/or as a GS topic
@@ Line 102: / Line 107: @@
 === GS Triage ===
 Triage means driving the number of topics tagged "review" in Get Satisfaction down to zero by creating a bug and setting the bugzilla flag(s) appropriately or by finding an existing bug
+==== Bugzilla GS related whiteboard conventions ====
+* "[gs?]"  if there is a need to find matches in Get Satisfaction or to see if this bug has been reported by users in Get Satisfaction
 ==== Triage process for periodic GS triage meetings ====
 ===== GS -> Bugzilla =====
-For each GS topic tagged "review" i.e. for all bugs in
+For each GS topic tagged "review" i.e. for all problem reports in
 [http://getsatisfaction.com/mozilla_messaging/tags/blocker getsatisfaction.com/mozilla_messaging/tags/review ]:
-# if it is a bug and there is an existing bug '''then'''
+# if the problem is actually a bug, search for an equivalent existing BMO bug
-## add the tag "bug nnnn" where nnnn is the bug number to the GS topic
+# if there is no existing BMO bug, create a new one
-## in the URL field of the bug put in the short url (Right Sidebar->Share tab->Get a short URL) of the GS topic
+# '''in the GS topic''': add the tag "bug nnnnnn" (where nnnnnn is the BMO bug number)
-## in the whiteboard field add "[GS]"
+# '''in BMO bug nnnnnn''': in the whiteboard field, add "[GS]"
-## nominate the bug as blocking if appropriate
+# in the URL field, add a link to the GS tag, like this: http://getsatisfaction.com/mozilla_messaging/tags/bug_nnnnnn
-# '''else'''
+# in a new comment, add the short URL of the GS topic (Right Sidebar->Share tab->Get a short URL) and the current GS topic summary; add "(canonical)" after the short URL if the GS topic has been tagged "canonical", like this:
-## create a new Bugzilla bug
+  http://gsfn.us/t/xyz (canonical)
-## add the tag "bug nnnnnn" where nnnnnnn is the bug number to the GS topic
+  Problem with Thunderbird
-## in the URL field of the bug put in the short url of the GS topic
+# nominate the bug as blocking if appropriate
-## in the whiteboard field add "[GS]"
-## nominate the bug as blocking if appropriate
 # triage the bug in bugzilla using the normal bugzilla flags for the appropriate release
 # post an reply to the GS topic stating an existing bug was found or a new bug was created and that a tentative release has been established (as always never promise a specific date or release for a fix). Mark this reply by clicking "Mark as company solution" so that this reply is highlighted