Confirmed users
5,365
edits
Thunderbird/Support/Workflow: Difference between revisions
change from short url to GS tag url
(change from short url to GS tag url) |
|||
| (2 intermediate revisions by the same user not shown) | |||
| Line 68: | Line 68: | ||
* 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. | * 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 "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. | * 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 === | ||
| Line 99: | Line 101: | ||
=== 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 | ||
| Line 105: | Line 107: | ||
=== 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 ==== | ||