I think, extending the Launchpad to become a ticketing system would require the international community to help out (Launchpad is not yet Open Source - even if it becomes open source, )
There are some great open source "support ticket" solutions out there. I'm thinking of osTicket (www.osticket.com) and OTRS (www.otrs.org) to name a few. For integration with Drupal, that's still an issue, but there's a discussion going on at http://drupal.org/node/17174 Bottom line is there's something in development for drupal ( http://drupal.org/project/support ) that looks promising - if someone is handy with PHP and the Drupal API, (s)he might jump on the programming wagon and help develop it :) Anyway, nobody talking of a proprietary system here... aren't we into Open Source? ;) (but here again, I'm just looking around and explaining, but not taking the action myself) Jurgen. Tim Adam wrote: > Taking the approach from Cedric a little further: > > Given the fact that we already have a similar system for tracking bugs > and questions with launchpad, wouldn't it be possible to extend the bug > tracking or "answers" functionality with the help of the ubuntu devs and: > > * add some form to the ubuntu-be drupal site that posts directly into > that section > * redirect all mail sent to an ubuntu-be support mail address into that > section > * set up RSS feeds by category so that certain groups are notified when > questions are flagged for their domain of expertise > > That way you don't need a proprietary, complex system to keep track of > when and where a volunteer with the required authority or skill is > available. The volunteer will be able to pick items that he can solve > from the RSS feeds that he chose to follow, and all his interactions > will be transparant to the other volunteers. The person requesting the > help could then be sent the link to launchpad with the answer. > Unresolved issues remain opened untill somebody picks it out of the RSS > list and marks it solved. As an added bonus, people actively > contributing will be rewarded with Karma points for solving issues. > If we can document this workflow somewhere on ubuntu-be on how to join > the team and help solving issues (this document probably already exists > in english) we could make the support points and their issues more > visible (eg who is active, what are the recurrent issues and what can we > do about it) > > To keep everybody moving into the same direction you could declare > events, short/long-term goals from the IRC meetings and the current > results somewhere on a wiki or blueprint and copy those fully on regular > intervals to this mailing list. These documents, together with the > history of closed issues in the bugs/answer sections would prevent the > waste of time on the majority of the ever reappearing questions > (organisation and language, anyone?) and get people focused on the more > important issues, such as better marketing material and media coverage. > > Mvg, > Tim > > Cedric Janssens schreef: > >> Really interesting job. >> With a lot of development, it could guide us to a better system than mail. >> It could be interesting to transform it to a ticketing system. >> This will help people to take tickets in their area of activities >> (technical and geographical) >> This will avoid tickets without any answer. >> I have the knowledge but absolutely not the time to develop it. >> Anyone interested ? >> >> Regards >> Cedric >> >> On Sat, Jul 18, 2009 at 7:54 PM, Jurgen >> Gaeremyn<[email protected]> wrote: >> >> >>> Hi, >>> (I've put the people who replied to this poll in BCC - I apologize if you >>> get this message twice) >>> >>> I did a little experiment with the Ubuntu Support points map: On July 13, >>> between 21:45 and 21:50 I sent a mail to 27 points on the map asking for >>> help on installing Ubuntu in dual boot. At the end of the posting, you'll be >>> finding a more detailed output. >>> >>> Here's my impression: this could be a great tool! The members who do >>> respond, are very motivated and like to help out. The active volunteers love >>> helping out and are quite effective in it (according to their own judgement) >>> Too bad that more than half of the volunteers didn't even answer (possibly, >>> some of them are away for holidays). >>> >>> The support map could be of a serious added value (talk about it on the >>> Dipro fairs, refer people to that map if you give them a CD or some >>> information... it definitely lowers the threshold to give it a try) but the >>> support point should have to be able to: >>> >>> disable them temporarily (holiday/exams mode) >>> remove themselves >>> easily find a spot to find/add support info >>> >>> It could surely a perfect community-based "first line support". For help >>> with more advanced issues, possibly a second level of support would be great >>> (so you can help people out by sending them to an expert level... possibly >>> including some paying services like Canonical support) >>> >>> My impression was consolidated that if we want to efficiently use this >>> support map, we need to be quite confident that people are getting at least >>> a reply when counting on the Ubuntu-be support map. Here's my suggestions: >>> >>> All existing members get a mail with a "reactivation link" (or something >>> similar) that needs to be clicked on te remain on the list. Possibly this >>> would be a nice moment to ask some additional information (opt-in to a >>> possible future announcement list? - see further) >>> Maybe each request could have an additional (f.e. 1 week delayed) automatic >>> mail asking the initial user if they got an answer to their question. Not >>> sure about the technical feasibility of this... >>> >>> The opinions about the mailinglist are mixed: some see it as a "wealthy >>> source of information" ... others get annoyed by the plethora of different >>> levels of discussion. Possibly, there should be a distinction between a more >>> low-traffic announcement-list (sending reports from IRC-meetings, >>> information, ... in a moderated and more top-down fashion) and the current >>> existing discussion-list. Many hope for the first and drown in the latter. >>> >>> A few weeks ago there was a discussion about abusing the volunteers by >>> sending them an unsollicited bulk e-mail... well, unless I was completely >>> fooled: every single person who answered to my question was glad getting >>> some interest and liked to be noticed as a volunteer. Not a single person >>> sounded bothered by this initiative. >>> >>> Friendly regards, >>> Jurgen. >>> >>> Here are the factual results: >>> >>> 1. Speed of response >>> >>> 4 persons answered that same day >>> 6 persons answered the next day >>> 2 persons answered July 15 >>> 15 persons didn't answer yet >>> >>> 2. Type of answer (of 12 active ones) >>> >>> 1 person answered not having time anymore (studies) >>> 6 persons asked where I live - and would then help >>> 5 persons already gave some advice, and would also help if needed (1 by >>> searching for a lug in my area) >>> >>> I replied these persons that this was actually a test. I also asked them a >>> few questions. >>> >>> 3. Reactions towards the test >>> >>> 11 persons answered the questions >>> 7 persons even thought this was a good idea or that it was only normal this >>> happened >>> 1 of them suspected it to be a test (followed the mailinglist) >>> 1 person did not reply anymore >>> >>> 4. Answers to the questions >>> >>> A. Did people contact you in the past through the Ubuntu support map? >>> >>> I got Ubuntu related questions regularly, and could answer most of them. >>> I get support requests through the Ubuntu support map every now and then, >>> but feel I'm pretty much on my own with them. I'm missing a decent structure >>> inside Ubuntu-be. >>> Defenitely, I think about 5 times. In my experience people often get in >>> touch for a CD but if you lead them to the right how-to's, they dare try it >>> themselves too (which gives them a good feeling if they succeed too -> self >>> confidence). If I could give some advice: maybe you could create a wiki-page >>> that could get sent to all support points once a year containing support >>> tips (which they could then append). f.e.: how to download - burn a CD. >>> I've been doing this a few years now, and have lead several people 'on the >>> right path' >>> Yes, but only very little. I've been on the map for several years, but only >>> got a 5-some requests. >>> Yes, twice of which one successfully. >>> Not exactly I am a GNU/Linux's old user and usualy I give help. >>> Yes. Your request was the 4th. I always answered immediately. I could get in >>> touch with one of them in person, the other 2 remained without response. >>> I have been contacted frequently in the past and have always taken >>> responsibility. >>> Yes, about 4 times I think. >>> >>> B. Do you feel enough envolved in Ubuntu-be (f.e. would you like to recieve >>> a mail every now and then?) >>> >>> I think so - I don't know what you the mail could possibly tell me. This >>> doesn't mean I would oppose. >>> I have a good friendt with whom I organized release parties in the past. My >>> partaking in Ubuntu-be is very little at the moment, mainly because of the >>> quarrels ("hele hoop heisa") on Ubuntu-nl and because of the lack of >>> organisation and support from Ubuntu-be. I would be glad to commit further >>> and help support the volunteer base if the structure would improve. >>> I'm on the mailing list, but I would like to feel more involved >>> Yes I do. I'm subscribed to the newsletter, but I prefer to stay on the >>> background. >>> Messages can't hurt, but the mailinglist seems to do a good job here. >>> I would like that, even if it's about Linux Mint (which I like as much) >>> Maybe not but in GNU/Linux Yes >>> I try following the mailinglist. That's definitely enough information for >>> me. >>> I feel envolved enough. Actually I don't want to get involved much deeper as >>> it starts handling tiny ("pietluttige") topics. I prefer standing out there >>> on the field. >>> As a matter of fact, I'm on that list to help out people - and that's it. It >>> would indeed be appreciated if we would recieve a little mail every now and >>> then. >>> >>> C. Do you have contact with other Ubuntu users in your area? >>> >>> Yes, but I already knew them before I knew they used Ubuntu >>> I'm working as developer on an Ubuntu system. If you count my colleagues: >>> yes. :) >>> No, but I also don't feel the need. >>> Yes, I'm member of HCC and L2U, also our company works purely on Linux >>> (gentoo, but it's linux: www.easics.com ) >>> no >>> Yes I have some contacts in diferent LUG Belgian and French >>> Yes and no. I have a few friends unsing GNU/Linux (and sometimes Ubuntu) but >>> not real Ubunteros >>> I keep in touch through Dipro fairs with volunteers from the Ghent region >>> and with the regulars. Furthermore, plenty of my friends use Ubuntu and >>> obviously I see them regularly too. >>> None at all... >>> >>> D. Would you like to recieve information about (and possibly be asked for >>> lending a hand in) events in your area? >>> >>> I don't think very much is going on in my area (and I wouldn't have time to >>> help either) >>> Obviously. Last year I helped a little (fosdem 8.04 - Hasselt Release Party) >>> but due to working on the house, I'm on none active for the moment. From >>> September forward, I'm planning to jump on the wagon again. >>> No, I think it's enough to be a support point. >>> I'm invited through the mailinglist, the IRC-meetings and the reports of the >>> those meetings >>> I had to help some friends to made their own LUG in Anderlues; I'll join >>> mine and invite some others in semptember. >>> Defenitely. Unfortunately I don't have much time to help out, but being able >>> to talk about these events with my family and friends is important too. >>> I really enjoy helping on events and it's a very fun way to be in touch with >>> other ubuntu-be volunteers. I was very sorry I couldn't make it to the last >>> Ubuntu Release party in Ghent. >>> If I'd be available, I'd surely attend. >>> >>> E. Did you try to remove yourself from the list? (to the person saying not >>> having anymore time) >>> >>> I don't feel the need for that. If persons ask specific questions, I try >>> answering those by mail. For main questions (like the one you asked), I >>> decline the requests. >>> >>> 5. Additional comments >>> >>> Organize some kind of "general meeting" at a central place in Belgium (f.e. >>> the geographical center of Belgium: >>> http://nl.wikipedia.org/wiki/Geografisch_middelpunt_van_België) >>> I'm active in 2 school parent boards. I try giving a demonstration every >>> year and also invite the ICT-coordinator. I think this is the key to >>> spreading Linux (Ubuntu): less licensing fees. If we can convince schools, >>> you get an extra 1000-some new users per school. We should try participating >>> in the "ICT dagen" (http://ictdag.be - the next one is on January 10, 2010) >>> I'm also member of the mailing list and followed the discussion with little >>> interest. It might sound harsh but I think there's too much mails about >>> stupid subjects. Sometimes I experience the ubuntu-be mailinglist as a spam >>> mailinglist. I have been helping on Dipro fairs in Ghent for 5 years and >>> find this much more important than discussions about "the language of the >>> mailinglist" etc... -- ubuntu-be mailing list / mailto:[email protected] Modify settings or unsubscribe at: https://lists.ubuntu.com/mailman/listinfo/ubuntu-be
