+1 for StackOverflow. Also, the idea of any sort of issue tracking / help ticket approach to this is really repellent to me. I really prefer a Community Knowledgebase sort of tool.
One question -- would this tool be intended to replace the mailing list or slack or both? I think replacing some of the mailing list traffic with something more organized makes sense. Replacing slack would be a bummer though, because I think slack is the most accessible to new people who don't even really know what to ask yet. It's not a burden to anyone in particular and it's not creating a permanent public record of my dumb question. -Kelly On Fri, Aug 5, 2016 at 9:08 AM Colin Fredericks <colin.frederi...@gmail.com> wrote: > I like Stack Exchange's software fairly well, but if using it means > getting their community and moderation norms along with it, I'd rather use > someone else. > > > > > On Wednesday, August 3, 2016 at 11:45:58 AM UTC-4, Shauna Gordon-McKeon > wrote: > >> Thanks everyone for your feedback so far. We're going to be >> investigating options over the next several weeks, so feel free to keep >> adding input. Peter, I've added your suggested requirements to the doc, >> thank you. >> >> re: Stack Overflow, that's definitely on our list to check out. Our main >> hesitation with SO is that we wouldn't be in charge of question & answer >> deletion, and I think we're much more tolerant with regards to what kind of >> stuff we'd like to see stay. SO does have community-selected moderators >> though, so it's possible we could get away with a different culture on the >> edX portion of the site. Something to look into. >> >> Justin - we do use an issue tracking system already, JIRA: >> https://openedx.atlassian.net/secure/Dashboard.jspa It's not an ideal >> system for managing support requests both because it's somewhat difficult >> for a newcomer to navigate and because a lot of support requests are not >> bugs in the system or feature requests. So we don't see it as a great fit >> for our needs. >> >> >> >> On Tue, Aug 2, 2016 at 6:29 PM, Justin Leong <leong....@gmail.com> wrote: >> >>> 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 >>> <https://groups.google.com/d/msgid/edx-code/cc29587a-57f6-496c-afb9-b9cbaa288e2a%40googlegroups.com?utm_medium=email&utm_source=footer> >>> . >>> >> >> -- > 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/e63d80d1-dddf-418c-8824-8bd61054a248%40googlegroups.com > <https://groups.google.com/d/msgid/edx-code/e63d80d1-dddf-418c-8824-8bd61054a248%40googlegroups.com?utm_medium=email&utm_source=footer> > . > -- You received this message because you are subscribed to the Google Groups "General Open edX discussion" group. 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