Commit 3b36c45b authored by sajolida's avatar sajolida

Update RT requirements after meeting (Closes: #9803)

parent a4324816
......@@ -6,51 +6,56 @@ We want a tool that allows our help desk to
MUST
----
- Track easily what's been done and what's left from previous shifts:
- Track easily what's been done and what's left from previous help desk shifts:
- Make it easy to ensure everything is answered
- Be able to follow an issue from the beginning to the end
- Allow a single person to follow an issue from the beginning to the end
- Statistics:
- Know how many users encountered the same issue. Spot the "Top bug".
- Know how many users encountered the same issue. Spot the "Top bugs"
- Be able to have stats on common issues
- Security of the platform:
- Allow secure deletion of information over time. Not keep a database forever (how long? what to keep?)
- Handle incoming OpenPGP emails
- Handle outgoing OpenPGP emails
- Be able to search into emails archive
- Better interaction between user support and devs:
- Provide logs to devs
- Make it easy to drop more dev-related issues to devs
- Be able to categorize issues ("tags")
- Allow building a responsible data retention policy
- The platform will handle sensitive information (email addresses of
users, their hardware, their problems, etc.). We'll have to do some
threat modeling to figure out how to store each piece of
information and for how long. The platform might have built-in
capacity for this...
- Handle incoming and outgoing OpenPGP emails
- Allow searching in the archive of tickets
- Plain text search
- Search on metadata (eg. filter by the version of Tails)
- Make it easy to forward logs to devs (who might not have a direct
access to the platform)
- Provide a separate queue of tickets per language [[!tails_ticket 9080]]
- Make it easy to get new mates on board
- Make it easy to onboard new help desk members
- Keep a database of template answers
- Allow cross-referencing Redmine tickets and help desk tickets
- For example, in order to know when a particular issue will be fixed
- Make it easy to contact the user back when there is a solution
- Parse automatically at least some metadata from WhisperBack reports
- We might want to parse automatically all kind of data from
WhisperBack reports but that might be hard to do (eg. hardware
information) but the platform should at least parse automatically the
WhisperBack headers (email address, version number, etc.)
SHOULD
------
- Make it easy to contact the user back when there is a solution
- Hardware information
- Parse cleverly WhisperBack data (hardware, gpg, etc)
- Keep track of hardware compatibility (Tails works on XYZ, Wi-Fi card XYZ doesn't work)
- Shift management:
- Replace the calendar of shifts and do something smart about that (send notifications to the person on duty)
- Automatically clock user support time
- Replace the list of bad users. Flag them as nasty automatically
- Allow forwarding issues from and to other user support projects (Tor, Access Now)
- Keep track of hardware compatibility (Tails works on XYZ, Wi-Fi card XYZ doesn't work)
- Replace the list of bad users and flag them automatically as nasty
- Allow users to express whether they were satisfied with our answers
- Be configurable using Puppet
- Allow for easy extraction, archiving, and metrics on hardware
compatibility. For example to update our list of known issues easily
or to know whether Tails (and which version) worked on this same
hardware based on other WhisperBack reports. Hardware that would be
interesting to track:
- Laptop model (for boot issues)
- USB stick (to clean up known issues)
- Graphic cards
- Wi-Fi cards
MAY
---
- As a start we'll aim at creating a tool that's only accessible to
help desk members (and maybe a few other core contributors) but not
to members of the Foundations and UX team in general.
But for the future, the platform might have built-in capacity to
handle different type of accesses to the data in terms of privacy.
- Shift management:
- Replace the calendar of shifts and do something smart about that (send notifications to the person on duty)
- Automatically clock user support time
- Allow forwarding issues from and to other user support projects (Tor, Access Now)
- Have a disposable chat system for tricky cases (Tor does that)
Resources
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