jennifer: painting of a girl with flowing red hair looking out to sea (Default)
Jennifer ([personal profile] jennifer) wrote in [site community profile] dw_support2009-05-21 10:47 am

Brainstorming redux

I've read through the comments to the brainstorming post and these are the most popular requests I'm seeing:

- ability to preview and/or edit screened responses
- adjustment of point assignments
- approval links on a given answer instead of having to use the drop-down
- better tracking of when a request was last touched and in what way (screened answers, ICs)
- responding directly to other responses (threaded comments)
- improved filtering/sorting/tagging
- view of all requests a given user has sent in
- view of all requests a given user has answered
- per-request notifications
- better wording for support email notifications
- linking of support requests to Zilla bugs with access to relevant stats
- ability to reference multiple FAQs

That sounds like a pretty heavy overhaul, but I think if we work on a chunk at a time, it'll get done!

If there's no objection I can open a Bugzilla item for each of the bullet points I've listed above. Any additional discussion about implementation details can go in comments to this post for now.
denise: Image: Me, facing away from camera, on top of the Castel Sant'Angelo in Rome (Default)

[staff profile] denise 2009-05-21 04:20 pm (UTC)(link)
Are we wedded to using the existing system? I think we might want to just scrap it all and start over, honestly, instead of trying to patch each of those things into the existing code; rearchitecting it from scratch might make more sense.
afuna: Cat under a blanket. Text: "Cats are just little people with Fur and Fangs" (Default)

[personal profile] afuna 2009-05-21 04:24 pm (UTC)(link)
I think that makes sense, too, and we'll probably end up churning up new ideas as the new system, whatever it is, takes shape.

(I'm excited! Hah!)
denise: Image: Me, facing away from camera, on top of the Castel Sant'Angelo in Rome (Default)

[staff profile] denise 2009-05-21 04:28 pm (UTC)(link)
Let's go over the above list and see what would be a minor effort -- whatever you can implement in said week (not this week) can go, anything that will take longer can wait for a total redesign.
pauamma: Cartooney crab holding drink (Default)

[personal profile] pauamma 2009-05-24 12:43 pm (UTC)(link)
I would favor a redesign from scratch, personally. Currently, it isn't nearly as bad, codewise, as some other subsystems I will not mention by name (you know which ones I mean), but once it gets patched to do some of the stuff I've seen discussed here, it would likely be a serious contender for placing.
cesy: "Cesy" - An old-fashioned quill and ink (Default)

Brainstorming

[personal profile] cesy 2009-05-21 04:25 pm (UTC)(link)
Totally off-topic, but I always thought we were meant to avoid the term "brainstorm" these days, because it means something else to epileptics. Is that just an urban legend?
cesy: "Cesy" - An old-fashioned quill and ink (Default)

Re: Brainstorming

[personal profile] cesy 2009-05-21 04:34 pm (UTC)(link)
Well, it doesn't bother me personally, but I was always told at school that we weren't allowed to use it, so I was curious to know if that was because it actually is offensive, or just overly-PC-paranoia (which is entirely possible). Maybe I'll go ask in [site community profile] dw_accessibility or somewhere.

Edit: A quick Google tells me that various National Socities of Epileptics don't mind the term; it's mainly paranoia among diversity advisors. Thanks for driving me to look it up rather than just relying on the myth!
Edited 2009-05-21 16:41 (UTC)
aveleh: Close up picture of a vibrantly coloured lime (Default)

[personal profile] aveleh 2009-05-21 11:10 pm (UTC)(link)
view of all requests a given user has sent in

Unless I'm misunderstanding, the above already exists, it's just only available to SHs and relies somewhat on username/email combinations.

http://www.dreamwidth.org/support/history.bml?user=
http://www.dreamwidth.org/support/history.bml?email=
etc, etc.

One advantage of an actual overhaul could be to better organize tools associated with priv packages.
wyntarvox: (Default)

[personal profile] wyntarvox 2009-05-22 03:24 am (UTC)(link)
it's just only available to SHs

Yeah, one of my suggestions was to make it more widely available, or just remove the priv requirement. At least for the username version. Email version should probably stay where it is (which I think is finduser or supportclose?), since people obviously have different privacy settings for their email address.
pauamma: Cartooney crab holding drink (Default)

[personal profile] pauamma 2009-05-26 02:37 am (UTC)(link)
Why shouldn't it follow the user's email display setting? Or maybe only a subset, eg "if public, display and allow search for everyone - if not public, limit to people with suitable privs" {the restriction being in case Alice trusts Bob to see her email address, but not Carol - if Bob doesn't know that, and esp. if he's used to the way LJ does things, he may let it slip)