<html><body bgcolor="#FFFFFF"><div>I like it a lot! I wanted to go over them here to make sure i understand them. I'll add more random ideas inline as well.<br></div><span class="Apple-style-span" style="font-family: verdana; font-size: 13px; -webkit-tap-highlight-color: rgba(26, 26, 26, 0.296875); -webkit-composition-fill-color: rgba(175, 192, 227, 0.230469); -webkit-composition-frame-color: rgba(77, 128, 180, 0.230469); line-height: 16px; "><p>> an extension that helps deals with the top few support issues, solving them if possible, giving more diagnostic information if not possible to solve.</p><p>Would a use case for this idea be: person opens a tab to find the top 10 GS issues listed (possible quick search on some more). Each issue has an embedded "solution" which could be a workaround or a small script that makes the necessary changes. <span class="Apple-style-span" style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.273438); -webkit-composition-fill-color: rgba(175, 192, 227, 0.207031); -webkit-composition-frame-color: rgba(77, 128, 180, 0.207031); "></span></p><p><span class="Apple-style-span" style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.269531); -webkit-composition-fill-color: rgba(175, 192, 227, 0.203125); -webkit-composition-frame-color: rgba(77, 128, 180, 0.203125);"><br></span></p><p><span class="Apple-style-span" style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.273438); -webkit-composition-fill-color: rgba(175, 192, 227, 0.207031); -webkit-composition-frame-color: rgba(77, 128, 180, 0.207031); ">Beyond just finding issues and solutions I like the idea of trying to help people enter better GS issues even if it just means we could give better tags. We could also have an alternate site that accepts TB config dumps and a URL to the related GS issue in case GS doesn't have a good way to accept the info. </span></p><p><span class="Apple-style-span" style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.269531); -webkit-composition-fill-color: rgba(175, 192, 227, 0.203125); -webkit-composition-frame-color: rgba(77, 128, 180, 0.203125);"><br></span></p><p><span class="Apple-style-span" style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.273438); -webkit-composition-fill-color: rgba(175, 192, 227, 0.207031); -webkit-composition-frame-color: rgba(77, 128, 180, 0.207031); ">Somewhat related I was using the dreamhost issue tracker and it required you to read a couple issues and tag them before you can enter yours. I wonder of we could try something like that. Use case working like: at a certain point we inform people that this is user supported support and we'd like them to read over 3 other issues to see if they can comment or tag it. When I used this it madee take a small amount of time to see the other requests and issues people were having and I think it changed my expectations for how soon I would be getting an answer. Sometimes you think customer service is seeing everything and it's not really true. </span></p><p>> Message send/receive issues - reprobe settings, username, etc. </p><p>If I understand this it sounds like it could be built into the top issues some how. A static one that always is around. Or we could just try to attach it to connection errors and it's completely separate. Either use case doesn't matter right now, I'm just trying to understand it a bit more. </p><p><br></p><p>> Profile discovery/import.</p><p>Matbe a use case is: on startup if we are having profile errors we open a support tab that helps the person find their profile and restart. A person could also go manually into this page to import and old profile, perhaps from a backup. <span class="Apple-style-span" style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.289062); -webkit-composition-fill-color: rgba(175, 192, 227, 0.222656); -webkit-composition-frame-color: rgba(77, 128, 180, 0.222656); "> </span><br></p><p>> Easy way to clear the disk cache, and rebuild indexes/offline stores.</p><p>Maybe a use case here is just having this be a static issue in our top issues page with a solution having these options. </p><p><br></p><p>> Turn on folder compaction, if not already turned on, and/or compact folders.</p><p>I don't really understand this. At first I thought a possible use case might be something that lists all your accounts and folders with the currently used size of the folder and allows you to compact them and change the compact settings. </p><p><br></p><p>> Check for virus checkers known to cause issues, especially ones that intercept the communication between Thunderbird and the mail server.</p><p>This made me think that we could have something that looks for extensions known to cause issues from the GS forums. I'm not sure if those virus checkers use extensions our not and that might be a separate idea.</p><p>If we could somehow detect the installation (and usage) of the virus checker I could see a use case where we open up a notification bar that warns them and maybe takes the person to a issue / solution page. I see this similar to when gmail started detecting firebug running and alerting people that it really slowed things down. <span class="Apple-style-span" style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.289062); -webkit-composition-fill-color: rgba(175, 192, 227, 0.222656); -webkit-composition-frame-color: rgba(77, 128, 180, 0.222656); "> </span></p><p><br></p><p>> Check for non-default settings the user may have accidentally toggled and gotten confused</p></span><div>I like this one a lot. The "where did this go?" helper. I'd see the use case as perhaps: opening the support page with the top support issues. It could be broken out into individual issues or one "pieces are missing" issue which has buttons to try changing the settings. If we listed the common settings and highlighted the changed ones people could click "restore" to get back to the default setting. A "restore all" button could also be at the top to just revert all the common custom settings. A further piece might then help them enter a GS issue if those items didn't fix it.<span class="Apple-style-span" style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.289062); -webkit-composition-fill-color: rgba(175, 192, 227, 0.222656); -webkit-composition-frame-color: rgba(77, 128, 180, 0.222656); "></span></div><div><span class="Apple-style-span" style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.285156); -webkit-composition-fill-color: rgba(175, 192, 227, 0.21875); -webkit-composition-frame-color: rgba(77, 128, 180, 0.21875);"><br></span></div><div><span class="Apple-style-span" style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.285156); -webkit-composition-fill-color: rgba(175, 192, 227, 0.21875); -webkit-composition-frame-color: rgba(77, 128, 180, 0.21875);"><br></span></div><div><span class="Apple-style-span" style="-webkit-tap-highlight-color: rgba(26, 26, 26, 0.289062); -webkit-composition-fill-color: rgba(175, 192, 227, 0.222656); -webkit-composition-frame-color: rgba(77, 128, 180, 0.222656); ">Also a related idea I had was a "lock settings" checkbox that we could add to those common items. This could lock down the sort of the message list so people have to unlock and then change the order. Similarly for the folder pane collapse. </span></div><div><br></div><div>Cheers,</div><div>Bryan</div><div><br></div><div><br>On May 31, 2010, at 9:23 PM, David Bienvenu <<a href="mailto:bienvenu@davidbienvenu.org">bienvenu@davidbienvenu.org</a>> wrote:<br><br></div><div></div><blockquote type="cite"><div><span> I was thinking that an interesting and useful extension to write would be one that helps with the top Thunderbird support issues - I've written down some initial brainstorming ideas here. It would be great if others could chime in with ideas for things to put in the extension.</span><br><span></span><br><span><a href="https://wiki.mozilla.org/User:Bienvenu/support_extension_ideas">https://wiki.mozilla.org/User:Bienvenu/support_extension_ideas</a></span><br><span></span><br><span>thx, - David</span><br><span>_______________________________________________</span><br><span>tb-planning mailing list</span><br><span><a href="mailto:tb-planning@mozilla.org">tb-planning@mozilla.org</a></span><br><span><a href="https://mail.mozilla.org/listinfo/tb-planning">https://mail.mozilla.org/listinfo/tb-planning</a></span><br></div></blockquote></body></html>