Brainstorming

[denise]

One of the things we really want to prioritize is a total overhaul of the support system's code, to make it easier for people to Get Shit Done without having to struggle with the tools available or try to bend them in ways that they were never meant to be bent. So, this is the brainstorming thread: if we were to be rewriting the support system from scratch (and assume that we will be, more or less), what would you like to see new/different/changed?

Comments

[afuna]

* A way for a user to see all their own requests.

* A way to be able to see the last few errors the user saw, page they were on, etc

* Wishful thinking, but could be useful for webby/freaky stuff -- a page the user could visit which would print out information about their browser: browser string (for when they've opened from a different browser), cookies for site scheme (versus what's in their settings), etc?, which they could copy-paste to us. Basically an easier way to get information that we'd otherwise have to walk them through... hm though I can't think of anything except cookies that we'd easily get

* Search or bookmarking of requests would be nice; currently possible through other means, but very manual

* Actual tagging, instead of [tag] in the title (easier to search, potentially less confusing?)

* Ability to associate a request with a particular bugzilla bug, with the ability to track down how many requests are associated with each bug (could be helpful in tracking which issues get requested the most but remain unresolved; easier than hunting through ICs for a bug number; may help find older discussion, though ideally, a summary of any investigation which went on in ICs could make their way to the bug reports)

* Finer-grained request states, such as: "answered, awaiting close", "answered, awaiting user response", "answered, awaiting further investigation or a decision made elsewhere, before we can respond properly to the user"?

* Actually, looking at my last couple of suggestions, I suppose what I want is having various internal metadata associated with requests, heh!