Hi Shauna, This is great, I was just thinking of how Slack may not be the ideal medium for support for Open edX issues, as often times conversations can drag on before all necessary information about bugs is ascertained. Also, there is no easy way to track issues being discussed in Slack.
I would personally suggest Bugzilla https://www.bugzilla.org/, a bug/issue tracking system. It's great for organizing bugs/issues by product or component, and can help resolve issues more quickly by encouraging users to include more information up-front in their bug reports, such as the software version that the bug is occurring in, and replication steps and expected vs actual results (to be entered by the user in the bug summary). Other important information can be attached to a given logged issue, such as a team member assigned to the bug, status (e.g. open, closed, work-in-progress), and resolution (e.g. fixed). One can also assign a priority and severity to a bug report. Bugzilla has extensive searching functionality, so that users can see if their issue has already been logged or addressed. The edX team can also easily search for bugs that are currently open. Notably, searches can be saved/bookmarked within the system for easy access later. I have not personally used much of Bugzilla's charting or data export functionality, but these features do exist: https://www.bugzilla.org/features/. Bugzilla also plays well with email, and users/team members can choose to receive email notifications related to issues that they are involved with. Looking forward to seeing what tool is decided on! Thanks, Justin On Tuesday, August 2, 2016 at 12:44:00 PM UTC-7, Shauna Gordon-McKeon wrote: > > Hello Open edX community! > > The open source team here at edX has been talking a lot recently about how > we can do a better job of making sure community members have access to the > resources you need to troubleshoot problems and get your questions > answered. Right now the most common avenues for getting support are our > mailing lists and Slack channels, but these tools don’t allow us to easily > track frequently asked questions or see how often questions are going > unanswered. > > We want to find a better tool so we can better help the community. We’ve > brainstormed a list of requirements here: > https://docs.google.com/document/d/1J0P2hNXH7hdyxbqi8OCndNrUoxrOXDAbvIGalG6v7qU/ > > Here’s where you come in: we can only see one side of the support > experience. We don’t know what, from your perspective, the biggest > problems are and the most appealing solutions might be. So please, feel > free to suggest additional requirements, and to let us know which of our > existing requirements are most important to you. You can do so by adding > to this thread in the edx-code mailing list. > > If you’ve got tool suggestions as well, we’d be happy to hear them! Once > we’ve got our requirements list set, we’re going to evaluate the most > promising options. > > Looking forward to seeing your feedback! > > Best, > Shauna > -- You received this message because you are subscribed to the Google Groups "General Open edX discussion" group. To view this discussion on the web visit https://groups.google.com/d/msgid/edx-code/cc29587a-57f6-496c-afb9-b9cbaa288e2a%40googlegroups.com.
