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Thunderbird/Support/Workflow: Difference between revisions
change from short url to GS tag url
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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: | 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: | ||
==== Change the Status ==== | |||
* 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. | |||
==== Always explain status changes ==== | |||
* 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 === | === Give Thanks === | ||
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=== New Bug Workflow === | === 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 | 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 | # 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 | # 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 | # if necessary a workaround needs to be developed and then added to SuMoMo if substantial enough and/or as a GS topic | ||
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=== GS Triage === | === 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 | 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 ==== | ==== Triage process for periodic GS triage meetings ==== | ||