Fwd: Re: Request for feedback on new launchpad support tracker features

[Francis J. Lacoste]

I got the permission to forward this reply to my feedback request here.

----------  Forwarded Message  ----------

Subject: Re: Request for feedback on new launchpad support tracker features
Date: Friday 01 September 2006 12:26
From: Dean Sas <dean at deansas.org>
To: "Francis J. Lacoste" <francis.lacoste at canonical.com>

Francis J. Lacoste wrote:
> Hi,
>
> I'm contacting you because you are listed as support contact on Launchpad
> on the Ubuntu distribution or one of its source packages.
>
> I'm Francis J. Lacoste, a Launchpad developer working on the support
> tracker. We are going to roll out some new features in the coming weeks and
> I'd like to get some real users feedback before these changes go into
> production.

I'd assume most support contacts use the email interface to be honest,
so I'm not sure how much useful feedback you'll get.

> The new features that I'd like feedback on are:
> - The ticket listing is now more similar to the Malone bug listing: it uses
> a batched table display. Only 75 tickets are displayed at a time. By
> default, only Open and Answered tickets are displayed.

This is much nicer, being able to see the source package at a glance is
a big improvement as you can quickly prioritise based on what packages
you do and don't know about. Sorting via source package would make that
even nicer though and may speed up noticing duplicate requests too
(useful to answer quickly via copy and pasting).

> - It is now possible to search for tickets on the main listing. The sort
> order of the display is configurable. You can search by keywords and
> status. - The process for filing a new ticket was modified. The user is now
> first prompted for a one line summary of his problem. A list of similar
> tickets is then presented to him. He can enter the details of his problem
> if he still wants to create a ticket.

Again the searching will be useful for finding the answers to questions
you know you've seen before (I've been keeping around all past emails
for this reason).

The duplicate handling seems like a pretty good improvement, hopefully
it'll reduce the amount of questions on certain topics and stop people
getting bored with answering.

The second sentance in the blurb above the summary box reads "...that
might already exists." The 's' at the end of exists shouldn't be there
and 'may' may be better than might.

> In the future, I'd like to pursue that kind of feedback requests. If you
> prefer that I don't contact you directly like that, just let me know and
> this won't happen again. If you know of a more appropriate forum for that
> discussion (I don't know if you are subscribed to the launchpad-users
> mailing list for example), don't hesitate to make the suggestion.

Contacting me via email like this is fine, asking the people on the
ubuntu-nun ("new user network" support team) list may get some more
worthwhile opinions. I'm subscribed to launchpad-users too.

Thanks,
Dean

-------------------------------------------------------

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