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

[Francis J. Lacoste]

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

Subject: Re: Request for feedback on new launchpad support tracker features
Date: Friday 01 September 2006 15:11
From: "Francis J. Lacoste" <francis.lacoste at canonical.com>
To: Dean Sas <dean at deansas.org>
Cc: launchpad at lists.canonical.com

Hi Dean,

Thanks a lot for that prompt feedback. It is really appreciated.

On Friday 01 September 2006 12:26, Dean Sas wrote:
> 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.

That is nice to know. We are now focusing on improving the web interface, but
we should turn our attention to the mail interface soon. And please let us
know either by filing new bugs on the Launchpad support tracker product or by
sending an email to launchpad-users about any things that you'd like improved
on the email interface.

> > 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).

I'm glad you appreciated the display of the source package name. The sorting
idea is a nice and simple suggestion. I opened a bug with that request. It is
bug #58491 in Launchpad
(https://launchpad.net/products/launchpad-support-tracker/+bug/58491). But I
have to point out that you can to click on the source package name to only
display the tickets relevant for that source package.

> > - 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.

I've fixed this. That update will be available in staging tomorrow. (I also
limited the number of similar tickets to 10 and fixed the focusing issue.)

> > 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 for pointing up the Ubuntu New User Network as a source of potential
users.

As you probably noticed, I posted a similar request for feedback on
launchpad-users. Do you mind if I forward your reply to the list?

Again, thanks a lot for the feedback, that really helps.

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

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

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