Hi, I have noticed that one of the first questions asked on the support ticket system by people diagnosing problems is "what version of ubuntu you running?". This of course can be divided into which flavour K/U/Xubuntu and what version (by number or codename).
Would it therefore not be a prudent thing to gather this information from the user up front, to save the time wasted turning around a ticket, and to help supporters to tailor responses. After a brief discussion in #launchpad it was suggested that the user agent string from the browser could be gathered and added to the ticket if the user allows/requests this. [x] I'm using the system I'm asking about. Put my browser version details into the question. I am not sure that's the best way to go. Many people dual boot or have multiple computers, so they may be visiting launchpad from a machine other than the one with the issue. So maybe a drop down for Kubuntu/Ubuntu/Xubuntu/other and one for 5.04 (Warty), 5.10 (Breezy) etc. We could also popup a warning if they choose an unsupported release to let them know the status of that version. As far as I am concerned on the answers system we don't refuse to help people running older versions but if appropriate we do encourage upgrades - especially if we know problems are fixed in a newer release. Maybe we could also provide a link to a wiki page which details how you find out what version you are running. "lsb_release -a" seems to be the most consistent way, is there a better way? As with any helpdesk system, gathering information from the user using pre-formatted and pre-populated fields benefits everyone as they user with the problem often gets a quicker response, and its easier for the helper to ascertain where the problem is. I'm not sure we should be adding lots more extra fields, but some of these basic bits of information could certainly help. Does this make sense, and sound reasonable? Cheers, Al. -- launchpad-users mailing list [email protected] Modify settings or unsubscribe at: https://lists.ubuntu.com/mailman/listinfo/launchpad-users
