Measure results & impact of SE work in Community Forum
Problem Statement
What is the problem?
Its unclear how to monitor how much Support time is spent in Community Forum as part of work, and how to measure the impact of this work.
Why is this a problem?
Knowing how much work is done and the impact of said work is a requirement for calculating Return on Investment and Results.
Proposal
Use existing Discourse features to measure activity and results.
Context: Using Discourse to track activity and measure Results
In the forum, a users can mark a reply as the "Solution" to their problem which makes it clear to everyone what the solution was without having to read the entire thread (ex: my solution here and here)
Links to docs/issues shared in the forum will have click-tracking (you share a link to docs and can see how many unique people clicked it)
There are also neat badges to help see accomplishments: https://forum.gitlab.com/badges
Insights/Activity
- https://forum.gitlab.com/u/gitlab-greg/summary
- https://forum.gitlab.com/u/gitlab-greg/activity
- https://forum.gitlab.com/u/gitlab-greg/activity/replies
- https://forum.gitlab.com/u/gitlab-greg/notifications/responses
Results
- https://forum.gitlab.com/u/gitlab-greg/activity/solved
- https://forum.gitlab.com/u/gitlab-greg/activity/votes
- https://forum.gitlab.com/u/gitlab-greg/badges
- https://forum.gitlab.com/badges/28/popular-link?username=gitlab-greg
Verified Solutions
- https://forum.gitlab.com/t/installing-older-versions-of-gitlab-on-ununtu/29507/4
- https://forum.gitlab.com/t/how-is-gitlab-com-encrypted-on-gcp-at-rest-as-of-2020/38742/2
- https://forum.gitlab.com/t/gitlab-password-suddenly-changed/38087/7
- https://forum.gitlab.com/t/gitlab-13-0-says-update-asap/38141/3
- https://forum.gitlab.com/t/gitlab-update-from-version-12-4-2-to-last-docker-version-12-10-0-pre-with-source-code-migration/36155/2
- https://forum.gitlab.com/t/disable-https-clone-option-leave-only-ssh-clone-available/36191/4
- https://forum.gitlab.com/t/my-website-is-not-displayed-and-i-am-redirected-to-the-gitlab-login-page/32228/3
- https://forum.gitlab.com/t/gitlab-upgrade-version-selection/31467/22
- https://forum.gitlab.com/t/trouble-to-remove-gitlab-ce/31968/2
- https://forum.gitlab.com/t/application-settings-api-always-returns-403/31823/4
- https://forum.gitlab.com/t/what-are-the-restrictions-for-gitlab-pages-sites/15067/6
- https://forum.gitlab.com/t/get-all-commits-from-the-gitlab-api-in-a-specific-period/30288/2
- https://forum.gitlab.com/t/registering-a-shared-runner-problem/30609/6
- https://forum.gitlab.com/t/forbid-redirecting-to-ip-address/29774/2
- https://forum.gitlab.com/t/new-install-gitlab-ce-cant-set-new-password-on-first-access-page-just-spins-forever/29067/2
- https://forum.gitlab.com/t/how-does-gitlab-ensure-that-a-generated-backup-archive-embodies-a-clean-state-of-the-application/28461/2
- https://forum.gitlab.com/t/synchronize-two-gitlab-ce-servers/27951/4
- https://forum.gitlab.com/t/recover-gitlab-account/27781/2
- https://forum.gitlab.com/t/gitlab-ce-comes-without-any-runner-inside/27461/6
- https://forum.gitlab.com/t/ubuntu-upgrade/26598/4
Popular Links - More than 50 clicks
- https://forum.gitlab.com/t/permission-denied-publickey/29670/10
- https://forum.gitlab.com/t/synchronize-two-gitlab-ce-servers/27951/7
- https://forum.gitlab.com/t/ubuntu-20-04-e-unable-to-locate-package-gitlab-ce/38622/7
- https://forum.gitlab.com/t/gitlab-and-redhat-8/28996/2
- https://forum.gitlab.com/t/build-macos-app/25522/10
- https://forum.gitlab.com/t/need-help-understanding-logs-and-where-to-find-them/29641/2
- https://forum.gitlab.com/t/zabbix-monitoring-of-gitlab/28459/2
- https://forum.gitlab.com/t/what-are-resource-limits-for-ci-jobs-on-gitlab-com-ram-cpus/29821/2
- https://forum.gitlab.com/t/gitlab-docker-upgrade-from-11-11-3-ce-0-to-12-0-x-ce-0-fails/27508/10
- https://forum.gitlab.com/t/gitlab-runner-docker-command-not-found/30882/2
- https://forum.gitlab.com/t/build-multi-arch-docker-image/23569/3
- https://forum.gitlab.com/t/synchronize-two-gitlab-ce-servers/27951/4
- https://forum.gitlab.com/t/permission-denied-publickey/29670/7
- https://forum.gitlab.com/t/permission-denied-publickey/29670/2
- https://forum.gitlab.com/t/gitlab-update-to-version-from-10/27605/4
- https://forum.gitlab.com/t/is-gitlab-com-encrypted/3884/3
- https://forum.gitlab.com/t/unable-to-install-gitlab-runner-on-fedora-30/27556/2
- https://forum.gitlab.com/t/unable-to-upgrade-from-11-11-x-to-12-0-2-ee-ce/27583/2
Hot Links - more than 300 clicks
- https://forum.gitlab.com/badges/29/hot-link
- https://forum.gitlab.com/t/permission-denied-publickey/29670/7
- https://forum.gitlab.com/t/permission-denied-publickey/29670/2
❤ (likes) :
2+ - https://forum.gitlab.com/t/what-are-the-restrictions-for-gitlab-pages-sites/15067/6
- https://forum.gitlab.com/t/introduction-gitlab-greg/40176/1
- https://forum.gitlab.com/t/how-to-install-on-macos-with-docker/26374/2
- https://forum.gitlab.com/t/is-gitlab-com-encrypted/3884/3
- https://forum.gitlab.com/t/update-to-11-11-4-on-bionic/27648/3
- https://forum.gitlab.com/t/connect-two-gitlab-instance/27721/5
- https://forum.gitlab.com/t/ubuntu-20-04-e-unable-to-locate-package-gitlab-ce/38622/7
- https://forum.gitlab.com/t/registry-gitlab-com-login-problem/38694/2
- https://forum.gitlab.com/t/how-is-gitlab-com-encrypted-on-gcp-at-rest-as-of-2020/38742/2
- https://forum.gitlab.com/t/curling-raw-file-fails/26498/4
- https://forum.gitlab.com/t/how-to-install-previos-version-of-gitlab-ee-11-10-4-omnibus/26702/3
- https://forum.gitlab.com/t/gitlab-ce-comes-without-any-runner-inside/27461/6
- https://forum.gitlab.com/t/gitlab-and-redhat-8/28996/2
- https://forum.gitlab.com/t/build-macos-app/25522/10
- https://forum.gitlab.com/t/permission-denied-publickey/29670/2
- https://forum.gitlab.com/t/what-tests-needs-to-be-ran-post-upgrade-update/29843/2
- https://forum.gitlab.com/t/get-all-commits-from-the-gitlab-api-in-a-specific-period/30288/2
- https://forum.gitlab.com/t/my-website-is-not-displayed-and-i-am-redirected-to-the-gitlab-login-page/32228/3
- https://forum.gitlab.com/t/gitlab-requirements-management-tool/31687/6
- https://forum.gitlab.com/t/setting-a-git-config-option-at-the-gitlab-server/34065/4
- https://forum.gitlab.com/t/different-url-for-ssh-and-for-http/35552/2
- https://forum.gitlab.com/t/your-account-has-been-blocked-via-git-pull-clone-using-ssh-on-12-9-1-floss-self-managed/35781/10
- https://forum.gitlab.com/t/your-account-has-been-blocked-via-git-pull-clone-using-ssh-on-12-9-1-floss-self-managed/35781/16
- https://forum.gitlab.com/t/your-account-has-been-blocked-via-git-pull-clone-using-ssh-on-12-9-1-floss-self-managed/35781/26
- https://forum.gitlab.com/t/gitlab-update-from-version-12-4-2-to-last-docker-version-12-10-0-pre-with-source-code-migration/36155/2
- https://forum.gitlab.com/t/best-way-to-identify-phishing-website/37974/4
- https://forum.gitlab.com/t/gitlab-password-suddenly-changed/38087/7
- https://forum.gitlab.com/t/best-way-to-identify-phishing-website/37974/8
- https://forum.gitlab.com/t/oauth-flow-with-google-account-that-has-not-been-signed-up/39645/5
- https://forum.gitlab.com/t/installing-older-versions-of-gitlab-on-ununtu/29507/4
DRI
@greg will act as the DRI for responding to feedback and updating the issue description
@LindsayOlson will hopefully me figure out all the discourse features we could leverage for this.
Need a volunteer for Support Manager - maybe @jcolyer
, @weimeng
, or @tatkins
?
Potential Roadblocks/Things to consider
Discourse limitations?
Desired Outcome
- Support managers know how much time their DRs spend in the forum
- Support managers can and measure results and impact of SE time spent in forum
- Everyone (public) can also see impact of SE time spent in forum (See )