Support/Kitsune/Thunderbird-integration

Purpose

• Reduce the maintenance costs of the two installations of SUMO for Firefox and Thunderbird.
• Reducing user confusion since search from the start page currently only shows Firefox results.

Outcome

• One installation with one database, a unified search.

Open issues/risks

• Very high effort for only one product, probably only makes sense to go this way once we have to support more products.
• How feasible is moving over articles from SUMOMO, including images and templates

Definition

Feature overview

The integration of TB articles into SUMO is a major tasks that requires us to upgrade our software to handle more than just one product.

The UX research work did already lay down the foundation for the parts that are browsable in the KB. Once the product based navigation lands we would be able to support more products in our KB.

An area that needs to accommodate more products still is the search results page. Faceted search would allow users to drill down on a certain product while still allowing us to use one unified source for results.

The non-user facing part of supporting more than one product is mainly focused on the various dashboards that tell our contributors what they should be doing next and that tell us how we are doing in general.

In addition the user to user support would need to be extended to hold more than one product without being confusing to users or contributors (including the way people ask questions)

While the above covers the improvements on the SUMO side we'd also need to lay down the rules for migrating articles and media (and possibly user accounts) to SUMO. From our last experience of migration we know that this is a particularly messy subject that needs careful planning.

Requirements

• Dashboards that are browsable by product.
  • KB dashboard
  • L10n dashboard
  • KPI dashboard
  • Karma dashboard
• KB article discussions overview that works for separate products
• Faceted search to distinguish between products
• Forums that are browsable by product
• SuMoMo Migration (not going to migrate Get Satisfaction Data, GS migration if any belongs to a future phase TBD; for this phase GS forums may continue to exist unchanged - NB: Migrations are messy and imperfect so we'll do our best in code and the rest will be done by humans before going live if possible!
  • Articles, Images, Videos
    • History: don't bring over, just bring over a list of users who have contributed to an article
    • Title - if the title is identical to existing SuMo article title then i) don't migrate but save the article and metadata to a file OR ii) tag or keyword it thunderbird or add "Thunderbird" to the end of the title and then migrate it
    • Other Metadata - keywords, etc: just bring over unchanged if possible, if not delete it during migration (of course keep a backup)
  • Users
    • if the SuMoMo username is identical to a username in SuMo, assume that it's the same person and don't migrate it otherwise migrate (and of course keep a backup) - Roland will manually check this on staging (assuming this is possible) before we go live

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Design

Implementation plan

We can do a move in 2 phases:

• 1st phase:
  • Move over articles
  • offer faceted search
  • offer contributor dashboards separated by product

• 2nd phase:
  • offer user to user support for more than one product