Summary of TB Support Meeting at MozCamp

[Mike Conley]

All:

I took minutes during the TB Support Meeting at MozCamp.

Minutes can be found here starting on Line 43:

https://etherpad.mozilla.org/tb-support

Here's a summary:

Summary:

• We'll continue to use support.mozillamessaging.com until we can get integrated with support.mozilla.com, slated for Q4 (hopefully)

• We'll continue to use GetSatisfaction for support forums for now until we can integrate our support forums into SUMO.

• GetSatisfaction continues to work well - just make sure to be consistent in tagging.

• For add-ons, we don't really have a good support solution.  GetSatisfaction only works well if there's a single add-on to deal with,  as opposed to multiple.

• We eventually want to move away from GetSfn because it's confusing to have multiple places to go to / log-in to for support. Roland has tools to migrate the data in GetSfn once the new solution is available.

• Roland will be working on TB support for 8 hours a week now. We'll be relying heavily on volunteers in our support forums.

• We don't really use Mozillazine because the server admin is elusive and the PHPBB API leaves much to be desired. We're investigating other options.

• Localization for support is still an issue. There's no support for Japanese in GetSfn. Japanese users tend to use their own support forums on Mozillazine.jp.

• The SUMO forums don't support Japanese either. It's unclear what the story is there. We're hoping some support shows up eventually...

• To keep TB support going, we need more people like Wayne and Matt to triage, file bugs, look for trends and big issues in the support forums.

• Support Day's have been awesome for coordination and communication.

• Support Day's are also the time when support issues usually get converted into filed bugs

• We want to publish a list of things we need help with, support-wise.

• Roland wants to give out badges.

• We should develop a whiteboard convention on Bugzilla ot mark high-frequency support issues.

Action items for Wayne and Roland: 

1. Bugzilla whiteboard convention to mark high-frequency support issues.

2. Post a breakdown of higher level "meta"support tasks (e.g. tagging, merging, updating GS with bugzilla tags, updating bugzilla with links to GS, getting developers to look at bugs associated with hot support topics)  for Get Satisfaction that Matt, Vincent, Wayne and Roland do and ask the community to help out with these taks

3. Publish a list of things we need help with, support-wise.

-Mike

[Roland MoCoWin7 Tanglao]

Hi Mike:

Thanks for the excellent minutes
One correction:
 if/when we move from Get Satisfaction (GS) to SUMO forums we won't be migrating the GS data to SUMO. I have the GS data in a database and we could migrate but it would be more trouble than it's worth and it would require developer resources we don't have

Finally, to accommodate Vincent in France and Matt in Australia who couldn't show up to Warsaw we are having a followup meeting using Vidyo video conferencing (dial in info is at the end of this email) on Saturday 22 September at 5a.m. Pacific (this is the only time that would work with all the timezones).

Agenda is here:
https://etherpad.mozilla.org/tb-support-meeting-22sept-2012

Cheers!
...Roland

And here's how to dial in / video in:

How to dial into the Thunderbird Vidyo Room:

https://v.mozilla.com/flex.html?roomdirect.html&key=747B5GTbrVgd
If you can't get vidyo to work then use audio as follows:
Please use headsets not open speakers, and mute yourselves when not speaking

Dial-in: conference# 99670

US/International: +1 650 903 0800 x92 Conf# 99670

US toll free: +1 800 707 2533 (pin 369) Conf# 99670

Canada: +1 416 848 3114 x92 Conf# 99670 

irc.mozilla.org tb-support-crew for for IRC backchannel

skype calls accepted by 800 number 

Roland will also be in skype: rtanglao if you run into communication difficulties

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