| 5 | | (This might be related to [wiki:SCS_ISSUE_TRACKER_MAINTENANCE_R3 SCS_ISSUE_TRACKER_MAINTENANCE_R3] but I assume this will be a later revision.) |
| | 5 | (This might be related to [wiki:SCS_ISSUE_TRACKER_MAINTENANCE_R3 SCS_ISSUE_TRACKER_MAINTENANCE_R3] but I assume this will be a later revision; right now that task focuses on how developers work with issues, and this is mostly about how users deal with issues.) |
| | 6 | |
| | 7 | |
| | 8 | == Boyan's comments == |
| | 9 | |
| | 10 | Here are my comments on bug tracking (and support in general). I'll try to be short in order not to bother you: |
| | 11 | |
| | 12 | * The user should have the option to disable automatic bug reporting. Some users don't like to see an error report every time something bad happens. |
| | 13 | * The user's email should be kept so that it doesn't have to be entered every time. We should not allow anonymous reports. |
| | 14 | * The bug report form should be really simple. |
| | 15 | * While providing ability to enter trac tickets, it is probably a good idea to have a simple form for bug reporting on the site as well. Regular users can be scared by the New Ticket form. |
| | 16 | * We should provide anti-bot (anti-spam) filters in Trac. We already have some tickets added by bots. |
| | 17 | * It is a good idea to have a Support discussion forum. However, the current forum should be improved a lot - it is now practically unusable. |
| | 18 | * Some kind of live chat also seems reasonable, no matter whether we use Skype or not. However, Skype public chats are probably a good solution. |
| | 19 | * We might want to provide the good old support@sophie2.org mail for problems. I'm not sure whether this is actually a good idea. |
| | 20 | |
