From:  Liz Henry <>
Date:  12 Apr 2013 07:04:08 Hong Kong Time

Re: Fwd: Resolved: Support status change - opinions?


Yes, I like the idea of starting this implementation simply as another
resolution option. It doesn't have to kick off an automatic action --
and we can use the results from it to see how common of an action it is.
I suspect it is more than a few bugs per week. It would be nice to know!
With the support flag implemented, we can easily find out!

I think that we don't need an automatic reply directing the user to SUMO
as most triagers seem to give them a link, some variation on a standard
response, or multiple (sometimes very specific) links to answers on the
support forums/knowledgebase.

I like your more complicated option to have the whole thing be seamless
to the user so that the triager resolves the bug, their report opens up
on SUMO and files itself as a support question.  I can see a few issues
with that though -- sometimes there is conversation in the comments
where the reporter adds more information to their original description
and only after discussion are they directed to Support. Also, it might
be a good thing for a user to go through the actions to actively sign up
on SUMO and put in their question, though it might mean losing a few
people to apathy.   But, I think you and the SUMO folks should decide
how to handle those things and if you would like to put in the time
later to automate support question creation, it might be very cool.

- Liz

On 4/11/13 3:41 PM, Tyler Downer wrote:
> This is something SUMO looked at about a year ago (something I drove).
> We have the ability to create a SUPPORT resolution on BMO, and have that
> auto create a thread on SUMO with that question (making this process
> seamless to the user). This would be alot of dev work on the SUMO side,
> and when we looked into this last, we would maybe be moving a couple of
> threads a week over to SUMO. Our decision at the end of it was it wasn't
> worth the dev effort to implement this.
> I would however be interested in seeing if the numbers have changed, and
> what the estimated usage of this feature would be. If we would be moving
> several threads a day over (like 5+) then this would be higher priority
> than if it's 1-2 threads a week.
> The other option is just to close the thread as SUPPORT and have BMO
> automatically give a reply directing the user to SUMO. We could drive
> this change first to see the estimated impact and if this feature is
> frequently used, then we can pursue option 1.
> Tyler Downer
> Support Analyst, Mozilla
> On 4/11/13 3:33 PM, Liz Henry wrote:
>> Hi there bug tamers,
>> I would love more feedback on the proposed addition of the Support flag
>> on the RESOLVED status.  It would be for marking bugs that we resolve
>> where we suggest the bug reporter go to the Support forums.
>> If what you do in bug triage would be affected by this, what do you
>> think? It is fine to let us know here on the list, email me, chat in
>> IRC, or comment on the bug!  Any way that you want to give feedback.
>> Commenting on the bug is probably best, though!
>> Best,
>> Liz
> _______________________________________________
> bugmasters mailing list

Liz Henry