Thunderbird/Support/GetSatisfaction/MovingBugzillaSupportRequests: Difference between revisions

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→‎Boilerplate for moving a bug to GS

Rtanglao

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 == General process for moving support requests from Bugzilla to GS ==
 # QA triages the Bugzilla Bug and determines it is a support request rather than a bug and flags it in the whiteboard field of the Bug as: "[support]"
-# If possible, QA or support community folks find a relevant link in Get Satisfaction at http://getsatisfaction.com/mozilla_messaging
+# If possible, QA or support community folks find a relevant link in Get Satisfaction at http://getsatisfaction.com/mozilla_messaging, some common topics:
-# QA closes the bug with a comment using the boilerplate
+#* [http://getsatisfaction.com/mozilla_messaging/topics/smtp_error Cannot send email]
+#* [http://getsatisfaction.com/mozilla_messaging/topics/cant_receive_mail_from_main_thunderbird_page Cannot receive email]
+#* [http://getsatisfaction.com/mozilla_messaging/topics/thunderbird_auto_updates_breaks_thunderbird Cannot update Thunderbird]
+#* [http://getsatisfaction.com/mozilla_messaging/topics/firefox_does_not_launch_when_a_http_link_is_clicked_in_thunderbird Firefox doesn't launch when link clicked in Thunderbird]
+# QA closes the bug with a comment using the boilerplate in the next section
 == Boilerplate for moving a bug to GS ==
+<pre>
 Hi X:
-Thanks for taking the time to file a bug report. Unfortunately this is not a bug but a support request and bugzilla isn't the place to file support requests.
+Thanks for taking the time to file a bug report. Unfortunately this is
-The place we recommend for Thunderbird support is : http://getsatisfaction.com/mozilla_messaging
+not a bug but a support request and bugzilla isn't the place to file
+support requests.
-In particular, this Get Satisfaction topic:
+The place we recommend for Thunderbird support is:
-insert relevant link here
+http://getsatisfaction.com/mozilla_messaging
-has relevant to your support request. Please join Get Satisfaction and reply on this topic. We are now going to close this bugzilla bug.
+In particular, these Get Satisfaction topic(s):
+<insert relevant link(s) here>
+have information pertinent to your support request. Please join us at Get
+Satisfaction and reply on these topics or feel free to start a
+new support topic. QA: please close this bugzilla bug.
 Cheers
 ....Roland (or whoever) on behalf of the Thunderbird Bugzilla and Support Community
-"
-what do you think of the above for a draft? I'd prefer not to have bugzilla comments be used for support
+</pre>