Support/Weekly Meetings/Minutes 2008-02-11

Support » Weekly Meetings » 2008-02-11

Attendees: djst, jason, chris, lucy, matthew, jeremy, morgamic, nelson

Sumo

• Performance issues
  • Log out [1]
  • Caching [2]
  • SUMO hasn't been an issue for IT; load for db is fine; sometimes the whole site goes down because it locks the whole sessions table
  • Basic perf prio:
    1. Turn off auto-sessions for people not logged in
    2. Enable caching [3]
    3. Memcaching [4]
  • Things like profiling can be done to optimize the performance of the app layer
• Weekly metrics [5]
  • Top 5 search strings account for < 5% of total searches
  • Top 100 is < 18% of total searches
  • Increased searches for update, updates
• 0.5 milestone status (localization) [6]
  • Because of the added bugs, new target date is February 25th
  • UI now localizable dynamically on staging server [7]
    • Allows admins and locale leaders to translate UI strings e.g. "Table Of Contents" directly on the page, completing the l10n experience for users
    • Still some elements that are not localizable - should file a bug to keep track of those
    • Please test!
• 0.6 milestone status (in-product help) [8]
  • Target date pushed back to March 7th because of 0.5
  • Create new start page [9]
  • ...then create separate in-product landing page [10]
• Suggested 0.7 milestone: Improve the forums
  • Topic answered
  • Better theme
  • More...
• In process of redirecting www.mozilla.org/support/firefox/ pages to support.mozilla.com equivalents.
• Candidate revisions to Mozilla's web site privacy policy
  • People should read this

Knowledge Base

• Chris has started implementing the SHOWFOR plugin on the rest of the KB, but there are some major/minor bugs. [11][12]
  • SHOWFOR spans are used, which means the "OS:All" option can't be used
  • Could use a document describing to content writers how SHOWFOR works and should be used.
• 6 new requests, 0 new articles
• No new contributors
  • We don't have the edit this page for users not logged. This might be a reason.
  • Should definitely make "edit this page" and "translate this page" show for users not logged in [13]
• We had our first case of vandalism.
  • Someone tried to edit the Profiles article, wiping content and include a link
  • Staging system prevented it from ever going live -- a testament of the awesomeness of the review system!
  • Highlighted a lack of ability to ban by IP [14]
• Still a lot of comment traffic. Text and bolding still needs work [15]
  • The bold text on "ask a support question" right above the big text area might fool people

Forums

• 25-50% increase in threads, probably due to the 2.0.0.12 upgrade
  • Lots of firewall issues
    • App on Windows that can track what Firewalls are running
    • Should ask mconnor about the connection self-diagnostics in Firefox [16]
  • Looking into using trolly's EnumProcess [17]
    • Sounds like he likes the input on suggested changes, and also wants help testing it
    • Jason to post link to the software in the newsgroup
• Software upgraded.
  • Mostly bug fixes, e.g. permanent links to forum posts
  • Added "Report a post" feature.
  • Looking for feedback on the biggest problems. [18]
    • Not possible to cache
    • Some of the most annoying problems are not forum specific - cache bug makes us lose textarea contents when pressing back.

Live Chat

• Not much done last week
• Stats up 267 chats requested, 51 unanswered, 3 people left on their own, 48 never made it to an agent
• Updated the server this week
• Renewed license for another 6 months
• Why was Live Chat down last week?
  • Server restart, then IT upgraded the software. Everytime the server restarts, the Openfire process needs to start up manually
  • Lucy to file IT request to get this fixed