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PostCrash: Difference between revisions
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{{DRAFT}} | {{DRAFT}} | ||
The | The goal of this project is to engage with users who provided an e-mail address in the Crash Reporter by | ||
* Providing relevant info about their crash as well as general info about how to avoid crashes in Firefox. | * Providing relevant info about their crash as well as general info about how to avoid crashes in Firefox. | ||
*Letting them know when their crash has been fixed in Firefox. | *Letting them know when their crash has been fixed in Firefox. | ||
The project will require changes to SUMO and Socorro in order to supply the required functionality. For the secondary goal, Session Restore and/or about:crashes need to be changed, too. | The project will require changes to SUMO and Socorro in order to supply the required functionality. For the secondary goal, Session Restore and/or about:crashes need to be changed, too. | ||
= | = Engage with users after Firefox crashes = | ||
We should engage with users via e-mail in the following situations: | We should engage with users via e-mail in the following situations: | ||
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* After a bug has been fixed and shipped in a Firefox release, to inform the user that the bug is fixed in Firefox version x.y.z. This will also work as a powerful way of retaining users, including getting users back who may have switched to another browser between the crash report and the fix. | * After a bug has been fixed and shipped in a Firefox release, to inform the user that the bug is fixed in Firefox version x.y.z. This will also work as a powerful way of retaining users, including getting users back who may have switched to another browser between the crash report and the fix. | ||
== When submitting the crash report == | == When submitting the crash report (Q4) == | ||
This e-mail will be automated: | This e-mail will be automated: | ||
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Issues with regard to authenticity of email / phishing can be addressed by encouraging users to "visit mozilla.com and click on blah for more information" (taking a lead from Paypal/eBay here). We should make sure that emails come from a mozilla.com address and use whatever we have in place for email authentication. | Issues with regard to authenticity of email / phishing can be addressed by encouraging users to "visit mozilla.com and click on blah for more information" (taking a lead from Paypal/eBay here). We should make sure that emails come from a mozilla.com address and use whatever we have in place for email authentication. | ||
== When new support documentation is available ( | == When new support documentation is available (Q4) == | ||
This e-mail will be automated: | This e-mail will be automated: | ||
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Generally, this e-mail should make the new information prominent, but otherwise retain the language and key messages of the initial e-mail. | Generally, this e-mail should make the new information prominent, but otherwise retain the language and key messages of the initial e-mail. | ||
== When a bug has been fixed in a shipped Firefox release == | == When a bug has been fixed in a shipped Firefox release (Q3) == | ||
This would in part be a manual workflow: | This would in part be a manual workflow: | ||
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Do we want to provide functionality to email these users in Socorro? This feels like it belongs in a different system. Providing Support with a list of emails per crash bug should be enough for version 1. | Do we want to provide functionality to email these users in Socorro? This feels like it belongs in a different system. Providing Support with a list of emails per crash bug should be enough for version 1. | ||
=Technical requirements= | =Technical requirements= | ||
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*# If a canonical article exists for crash_signature (top search result), return the title and URL | *# If a canonical article exists for crash_signature (top search result), return the title and URL | ||
*# Else if other search results exist for crash_signature (e.g. forum threads), return URL to search results | *# Else if other search results exist for crash_signature (e.g. forum threads), return URL to search results | ||
=Timeline= | |||
* Monday Sept 13: Meeting with QA to establish QA/Support workflow | |||
* Tuesday Sept 21 (?): Socorro 1.8.1 freeze | |||
* Tuesday Sept 28: Socorro 1.8.1 push | |||
=Questions/Discussion= | =Questions/Discussion= | ||