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<font face="Helvetica, Arial, sans-serif">Hi Mike:<br>
<br>
Thanks for the excellent minutes <br>
One correction:<br>
if/when we move from Get Satisfaction (GS) to SUMO forums we
won't be migrating the GS data to SUMO. I have the GS data in a
database and we could migrate but it would be more trouble than
it's worth and it would require developer resources we don't have<br>
<br>
Finally, to accommodate Vincent in France and Matt in Australia
who couldn't show up to Warsaw we are having a followup meeting
using Vidyo video conferencing (dial in info is at the end of this
email) on Saturday 22 September at 5a.m. Pacific (this is the only
time that would work with all the timezones).<br>
<br>
Agenda is here:<br>
<a class="moz-txt-link-freetext" href="https://etherpad.mozilla.org/tb-support-meeting-22sept-2012">https://etherpad.mozilla.org/tb-support-meeting-22sept-2012</a><br>
<br>
Cheers!<br>
...Roland<br>
<br>
And here's how to dial in / video in:<br>
</font><br>
<div class="ace-line" id="magicdomid183"><span
class="author-g-9hq683vssa1r405y b"><b>How to dial into the
Thunderbird Vidyo Room:</b></span></div>
<div class="ace-line" id="magicdomid76"><span
class="author-g-9hq683vssa1r405y"><br>
<a class="moz-txt-link-freetext" href="https://v.mozilla.com/flex.html?roomdirect.html&key=747B5GTbrVgd">https://v.mozilla.com/flex.html?roomdirect.html&key=747B5GTbrVgd</a><br>
If you can't get vidyo to work then use audio as follows:<br>
Please use headsets not open speakers, and mute yourselves when
not speaking</span></div>
<div class="ace-line" id="magicdomid77"><span
class="author-g-9hq683vssa1r405y">Dial-in: conference# 99670</span></div>
<div class="ace-line" id="magicdomid78"><span
class="author-g-9hq683vssa1r405y">US/International: +1 650 903
0800 x92 Conf# 99670</span></div>
<div class="ace-line" id="magicdomid79"><span
class="author-g-9hq683vssa1r405y">US toll free: +1 800 707 2533
(pin 369) Conf# 99670</span></div>
<div class="ace-line" id="magicdomid80"><span
class="author-g-9hq683vssa1r405y">Canada: +1 416 848 3114 x92
Conf# 99670 </span></div>
<div class="ace-line" id="magicdomid190"><span
class="author-g-9hq683vssa1r405y">irc.mozilla.org
tb-support-crew for for IRC backchannel</span></div>
<div class="ace-line" id="magicdomid82"><span
class="author-g-9hq683vssa1r405y">skype calls accepted by 800
number </span></div>
<div class="ace-line" id="magicdomid182"><span
class="author-g-9hq683vssa1r405y">Roland will also be in skype:
rtanglao if you run into communication difficulties<br>
<br>
</span></div>
<font face="Helvetica, Arial, sans-serif"><br>
</font>
<div class="moz-cite-prefix">On 11/09/2012 8:56 AM, Mike Conley
wrote:<br>
</div>
<blockquote cite="mid:504F5F26.7090905@mozilla.com" type="cite">
<meta http-equiv="content-type" content="text/html;
charset=ISO-8859-1">
<meta http-equiv="content-type" content="text/html;
charset=ISO-8859-1">
<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 moz-do-not-send="true"
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>
<br>
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