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<div class="" id="magicdomid106"><span
class="author-g-fp2xkcspz122zccid7qs b">All:<br>
<br>
I took minutes during the TB Support Meeting at MozCamp.<br>
<br>
Minutes can be found here starting on Line 43:<br>
<br>
<a href="https://etherpad.mozilla.org/tb-support">https://etherpad.mozilla.org/tb-support</a><br>
<br>
Here's a summary:<b><br>
<br>
Summary:</b></span></div>
<div class="ace-line" id="magicdomid1847">
<ul class="list-bullet1">
<li><span class="author-g-fp2xkcspz122zccid7qs">We'll continue
to use support.mozillamessaging.com until we can get
integrated with support.mozilla.com, slated for Q4
(hopefully)</span></li>
</ul>
</div>
<div class="ace-line" id="magicdomid1849">
<ul class="list-bullet1">
<li><span class="author-g-fp2xkcspz122zccid7qs">We'll continue
to use GetSatisfaction for support forums for now until we
can integrate our support forums into SUMO.</span></li>
</ul>
</div>
<div class="ace-line" id="magicdomid1851">
<ul class="list-bullet1">
<li><span class="author-g-fp2xkcspz122zccid7qs">GetSatisfaction
continues to work well - just make sure to be consistent in
tagging.</span></li>
</ul>
</div>
<div class="ace-line" id="magicdomid1853">
<ul class="list-bullet1">
<li><span class="author-g-fp2xkcspz122zccid7qs">For add-ons, we
don't really have a good support solution. GetSatisfaction
only works well if there's a single add-on to deal with, as
opposed to multiple.</span></li>
</ul>
</div>
<div class="ace-line" id="magicdomid1855">
<ul class="list-bullet1">
<li><span class="author-g-fp2xkcspz122zccid7qs">We eventually
want to move away from GetSfn because it's confusing to have
multiple places to go to / log-in to for support. Roland has
tools to migrate the data in GetSfn once the new solution is
available.</span></li>
</ul>
</div>
<div class="ace-line" id="magicdomid1857">
<ul class="list-bullet1">
<li><span class="author-g-fp2xkcspz122zccid7qs">Roland will be
working on TB support for 8 hours a week now. We'll be
relying heavily on volunteers in our support forums.</span></li>
</ul>
</div>
<div class="ace-line" id="magicdomid1859">
<ul class="list-bullet1">
<li><span class="author-g-fp2xkcspz122zccid7qs">We don't really
use Mozillazine because the server admin is elusive and the
PHPBB API leaves much to be desired. We're investigating
other options.</span></li>
</ul>
</div>
<div class="ace-line" id="magicdomid1861">
<ul class="list-bullet1">
<li><span class="author-g-fp2xkcspz122zccid7qs">Localization for
support is still an issue. There's no support for Japanese
in GetSfn. Japanese users tend to use their own support
forums on Mozillazine.jp.</span></li>
</ul>
</div>
<div class="ace-line" id="magicdomid1863">
<ul class="list-bullet1">
<li><span class="author-g-fp2xkcspz122zccid7qs">The SUMO forums
don't support Japanese either. It's unclear what the story
is there. We're hoping some support shows up eventually...</span></li>
</ul>
</div>
<div class="ace-line" id="magicdomid1865">
<ul class="list-bullet1">
<li><span class="author-g-fp2xkcspz122zccid7qs">To keep TB
support going, we need more people like Wayne and Matt to
triage, file bugs, look for trends and big issues in the
support forums.</span></li>
</ul>
</div>
<div class="ace-line" id="magicdomid1867">
<ul class="list-bullet1">
<li><span class="author-g-fp2xkcspz122zccid7qs">Support Day's
have been awesome for coordination and communication.</span></li>
</ul>
</div>
<div class="ace-line" id="magicdomid1869">
<ul class="list-bullet1">
<li><span class="author-g-fp2xkcspz122zccid7qs">Support Day's
are also the time when support issues usually get converted
into filed bugs</span></li>
</ul>
</div>
<div class="ace-line" id="magicdomid1871">
<ul class="list-bullet1">
<li><span class="author-g-fp2xkcspz122zccid7qs">We want to
publish a list of things we need help with, support-wise.</span></li>
</ul>
</div>
<div class="ace-line" id="magicdomid1873">
<ul class="list-bullet1">
<li><span class="author-g-fp2xkcspz122zccid7qs">Roland wants to
give out badges.</span></li>
</ul>
</div>
<div class="ace-line" id="magicdomid1875">
<ul class="list-bullet1">
<li><span class="author-g-fp2xkcspz122zccid7qs">We should
develop a whiteboard convention on Bugzilla ot mark
high-frequency support issues.</span></li>
</ul>
</div>
<div class="" id="magicdomid109"><span
class="author-g-fp2xkcspz122zccid7qs b"><b>Action item</b></span><span
class="author-g-9hq683vssa1r405y b"><b>s</b></span><span
class="author-g-fp2xkcspz122zccid7qs b"><b> for Wayne and
Roland: </b></span></div>
<div class="" id="magicdomid110"><span
class="author-g-9hq683vssa1r405y b"><b><br>
1. </b></span><span class="author-g-fp2xkcspz122zccid7qs b"><b>Bugzilla
whiteboard convention to mark high-frequency support issues.</b></span></div>
<div class="ace-line" id="magicdomid1830"><span
class="author-g-9hq683vssa1r405y b"><b>2.</b></span><span
class="author-g-9hq683vssa1r405y"> </span><span
class="author-g-9hq683vssa1r405y b"><b>Post a breakdown of
higher level "meta"support task</b></span><span
class="author-g-9hq683vssa1r405y">s (e.g. tagging, merging,
updating GS with bugzilla tags, updating bugzilla with links to
GS, getting developers to look at bugs associated with hot
support topics) for Get Satisfaction that Matt, Vincent, Wayne
and Roland do and ask the community to help out with these taks</span></div>
<div class="ace-line" id="magicdomid1829"><span
class="author-g-fp2xkcspz122zccid7qs b"><b>3. Publish a list of
things we need help with, support-wise.<br>
<br>
</b>-Mike<b><br>
</b></span></div>
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