Testers needed for new support tracker workflow

[Francis J. Lacoste]

Hi,

The big changes mentioned previously in 'New Support Workflow'  
(https://lists.ubuntu.com/archives/launchpad-users/2006-September/000607.html) 
are now implemented and are going to be rolled out in the coming weeks.

If you are a regular users of the support tracker, please take the time to 
take a look at the new changes.

New features:
- The 'Open' status is now used only for requests that still needs an answer.
- The 'Answered' status is now used for support requests that received an 
answer, but for which the submitter didn't provide any feedback.
- There is a new 'Solved' status which is used for requests where an answer 
was confirmed by the submitter.
- There is a new 'Needs information' status used for requests on which the 
submitter should provide more information.
- When replying to a support request, you can choose whether your reply asks 
for more information on the submitter part or contain an actual answer.
- Similar choices are offered to the submitter when he replies on his request. 
(He can state that he solved the problem or that he's providing more 
information about the problem.)
- The submitter has a button near each proposed answers to select the one 
that solved the problem. 
- Support requests in the 'Open' or 'Needs Information' state are expired 
after two weeks without any new comments.
- The email notifications to the support request submitter contain 
instructions on what the next step is. (For example, when an answer is 
proposed, a link to confirm that answer is included in the email.)

Other changes:
- The 'Edit Request' action can be used to change all the request fields 
(except status).
- Any user can now change the source package of a request.
- Reject action is only available to administrators and support contacts. A 
comment should be entered at the time of rejection.
- The 'Rejected' status was renamed to 'Invalid'.

You can try out the new features on our staging server:
https://staging.launchpad.net/distros/ubuntu/+tickets

or in any other products or distributions using the support tracker.

This server runs the latest Launchpad code on a copy of our production 
database. Any data changes you make on that server will be thrown away the 
next day. Your regular Launchpad account will work like on the production 
server. Note also that no email notifications are sent from the server. 
Basically, you can fool around there to your heart's content :-)

Unfortunately, since that server doesn't receive nor sends email, you won't be 
able to test the changes related to the email notifications and to the 
incoming email interface. The expiration feature is also not available on 
that server.

All the feedback you can provide will be appreciated and will make this more 
useful in production.

Best regards

-- 
Francis J. Lacoste
francis.lacoste at canonical.com
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