[Ubuntu-be] Ubuntu support points map - a little test

[Jurgen Gaeremyn]

I think, extending the Launchpad to become a ticketing system would 
require the international community to help out (Launchpad is not yet 
Open Source - even if it becomes open source, )

There are some great open source "support ticket" solutions out there. 
I'm thinking of osTicket (www.osticket.com) and OTRS (www.otrs.org) to 
name a few.

For integration with Drupal, that's still an issue, but there's a 
discussion going on at http://drupal.org/node/17174

Bottom line is there's something in development for drupal ( 
http://drupal.org/project/support ) that looks promising - if someone is 
handy with PHP and the Drupal API, (s)he might jump on the programming 
wagon and help develop it :)

Anyway, nobody talking of a proprietary system here... aren't we into 
Open Source? ;)

(but here again, I'm just looking around and explaining, but not taking 
the action myself)
Jurgen.


Tim Adam wrote:
> Taking the approach from Cedric a little further:
>
> Given the fact that we already have a similar system for tracking bugs 
> and questions with launchpad, wouldn't it be possible to extend the bug 
> tracking or "answers" functionality with the help of the ubuntu devs and:
>
> * add some form to the ubuntu-be drupal site that posts directly into 
> that section
> * redirect all mail sent to an ubuntu-be support mail address into that 
> section
> * set up RSS feeds by category so that certain groups are notified when 
> questions are flagged for their domain of expertise
>
> That way you don't need a proprietary, complex system to keep track of 
> when and where a volunteer with the required authority or skill is 
> available. The volunteer will be able to pick items that he can solve  
> from the RSS feeds that he chose to follow, and all his interactions 
> will be transparant to the other volunteers. The person requesting the 
> help could then be sent the link to launchpad with the answer. 
> Unresolved issues remain opened untill somebody picks it out of the RSS 
> list and marks it solved. As an added bonus, people actively 
> contributing will be rewarded with Karma points for solving issues.
> If we can document this workflow somewhere on ubuntu-be on how to join 
> the team and help solving issues (this document probably already exists 
> in english) we could make the support points and their issues more 
> visible (eg who is active, what are the recurrent issues and what can we 
> do about it)
>
> To keep everybody moving into the same direction you could declare 
> events, short/long-term goals from the IRC meetings and the current 
> results somewhere on a wiki or blueprint and copy those fully on regular 
> intervals to this mailing list. These documents, together with the 
> history of closed issues in the bugs/answer sections would prevent the 
> waste of time on the majority of the ever reappearing questions 
> (organisation and language, anyone?) and get people focused on the more 
> important issues, such as better marketing material and media coverage.
>
> Mvg,
> Tim
>
> Cedric Janssens schreef:
>   
>> Really interesting job.
>> With a lot of development, it could guide us to a better system than mail.
>> It could be interesting to transform it to a ticketing system.
>> This will help people to take tickets in their area of activities
>> (technical and geographical)
>> This will avoid tickets without any answer.
>> I have the knowledge but absolutely not the time to develop it.
>> Anyone interested ?
>>
>> Regards
>> Cedric
>>
>> On Sat, Jul 18, 2009 at 7:54 PM, Jurgen
>> Gaeremyn<jurgen.gaeremyn op pandora.be> wrote:
>>   
>>     
>>> Hi,
>>> (I've put the people who replied to this poll in BCC - I apologize if you
>>> get this message twice)
>>>
>>> I did a little experiment with the Ubuntu Support points map: On July 13,
>>> between 21:45 and 21:50 I sent a mail to 27 points on the map asking for
>>> help on installing Ubuntu in dual boot. At the end of the posting, you'll be
>>> finding a more detailed output.
>>>
>>> Here's my impression: this could be a great tool! The members who do
>>> respond, are very motivated and like to help out. The active volunteers love
>>> helping out and are quite effective in it (according to their own judgement)
>>> Too bad that more than half of the volunteers didn't even answer (possibly,
>>> some of them are away for holidays).
>>>
>>> The support map could be of a serious added value (talk about it on the
>>> Dipro fairs, refer people to that map if you give them a CD or some
>>> information... it definitely lowers the threshold to give it a try) but the
>>> support point should have to be able to:
>>>
>>> disable them temporarily (holiday/exams mode)
>>> remove themselves
>>> easily find a spot to find/add support info
>>>
>>> It could surely a perfect community-based "first line support". For help
>>> with more advanced issues, possibly a second level of support would be great
>>> (so you can help people out by sending them to an expert level... possibly
>>> including some paying services like Canonical support)
>>>
>>> My impression was consolidated that if we want to efficiently use this
>>> support map, we need to be quite confident that people are getting at least
>>> a reply when counting on the Ubuntu-be support map. Here's my suggestions:
>>>
>>> All existing members get a mail with a "reactivation link" (or something
>>> similar) that needs to be clicked on te remain on the list. Possibly this
>>> would be a nice moment to ask some additional information (opt-in to a
>>> possible future announcement list? - see further)
>>> Maybe each request could have an additional (f.e. 1 week delayed) automatic
>>> mail asking the initial user if they got an answer to their question. Not
>>> sure about the technical feasibility of this...
>>>
>>> The opinions about the mailinglist are mixed: some see it as a "wealthy
>>> source of information" ... others get annoyed by the plethora of different
>>> levels of discussion. Possibly, there should be a distinction between a more
>>> low-traffic announcement-list (sending reports from IRC-meetings,
>>> information, ... in a moderated and more top-down fashion) and the current
>>> existing discussion-list. Many hope for the first and drown in the latter.
>>>
>>> A few weeks ago there was a discussion about abusing the volunteers by
>>> sending them an unsollicited bulk e-mail... well, unless I was completely
>>> fooled: every single person who answered to my question was glad getting
>>> some interest and liked to be noticed as a volunteer. Not a single person
>>> sounded bothered by this initiative.
>>>
>>> Friendly regards,
>>> Jurgen.
>>>
>>> Here are the factual results:
>>>
>>> 1. Speed of response
>>>
>>> 4 persons answered that same day
>>> 6 persons answered the next day
>>> 2 persons answered July 15
>>> 15 persons didn't answer yet
>>>
>>> 2. Type of answer (of 12 active ones)
>>>
>>> 1 person answered not having time anymore (studies)
>>> 6 persons asked where I live - and would then help
>>> 5 persons already gave some advice, and would also help if needed (1 by
>>> searching for a lug in my area)
>>>
>>> I replied these persons that this was actually a test. I also asked them a
>>> few questions.
>>>
>>> 3. Reactions towards the test
>>>
>>> 11 persons answered the questions
>>> 7 persons even thought this was a good idea or that it was only normal this
>>> happened
>>> 1 of them suspected it to be a test (followed the mailinglist)
>>> 1 person did not reply anymore
>>>
>>> 4. Answers to the questions
>>>
>>> A. Did people contact you in the past through the Ubuntu support map?
>>>
>>> I got Ubuntu related questions regularly, and could answer most of them.
>>> I get support requests through the Ubuntu support map every now and then,
>>> but feel I'm pretty much on my own with them. I'm missing a decent structure
>>> inside Ubuntu-be.
>>> Defenitely, I think about 5 times. In my experience people often get in
>>> touch for a CD but if you lead them to the right how-to's, they dare try it
>>> themselves too (which gives them a good feeling if they succeed too -> self
>>> confidence). If I could give some advice: maybe you could create a wiki-page
>>> that could get sent to all support points once a year containing support
>>> tips (which they could then append). f.e.: how to download - burn a CD.
>>> I've been doing this a few years now, and have lead several people 'on the
>>> right path'
>>> Yes, but only very little. I've been on the map for several years, but only
>>> got a 5-some requests.
>>> Yes, twice of which one successfully.
>>> Not exactly I am a GNU/Linux's old user and usualy I give help.
>>> Yes. Your request was the 4th. I always answered immediately. I could get in
>>> touch with one of them in person, the other 2 remained without response.
>>> I have been contacted frequently in the past and have always taken
>>> responsibility.
>>> Yes, about 4 times I think.
>>>
>>> B. Do you feel enough envolved in Ubuntu-be (f.e. would you like to recieve
>>> a mail every now and then?)
>>>
>>> I think so - I don't know what you the mail could possibly tell me. This
>>> doesn't mean I would oppose.
>>> I have a good friendt with whom I organized release parties in the past. My
>>> partaking in Ubuntu-be is very little at the moment, mainly because of the
>>> quarrels ("hele hoop heisa") on Ubuntu-nl and because of the lack of
>>> organisation and support from Ubuntu-be. I would be glad to commit further
>>> and help support the volunteer base if the structure would improve.
>>> I'm on the mailing list, but I would like to feel more involved
>>> Yes I do. I'm subscribed to the newsletter, but I prefer to stay on the
>>> background.
>>> Messages can't hurt, but the mailinglist seems to do a good job here.
>>> I would like that, even if it's about Linux Mint (which I like as much)
>>> Maybe not but in GNU/Linux Yes
>>> I try following the mailinglist. That's definitely enough information for
>>> me.
>>> I feel envolved enough. Actually I don't want to get involved much deeper as
>>> it starts handling tiny ("pietluttige") topics. I prefer standing out there
>>> on the field.
>>> As a matter of fact, I'm on that list to help out people - and that's it. It
>>> would indeed be appreciated if we would recieve a little mail every now and
>>> then.
>>>
>>> C. Do you have contact with other Ubuntu users in your area?
>>>
>>> Yes, but I already knew them before I knew they used Ubuntu
>>> I'm working as developer on an Ubuntu system. If you count my colleagues:
>>> yes. :)
>>> No, but I also don't feel the need.
>>> Yes, I'm member of HCC and L2U, also our company works purely on Linux
>>> (gentoo, but it's linux: www.easics.com )
>>> no
>>> Yes I have some contacts in diferent LUG Belgian and French
>>> Yes and no. I have a few friends unsing GNU/Linux (and sometimes Ubuntu) but
>>> not real Ubunteros
>>> I keep in touch through Dipro fairs with volunteers from the Ghent region
>>> and with the regulars. Furthermore, plenty of my friends use Ubuntu and
>>> obviously I see them regularly too.
>>> None at all...
>>>
>>> D. Would you like to recieve information about (and possibly be asked for
>>> lending a hand in) events in your area?
>>>
>>> I don't think very much is going on in my area (and I wouldn't have time to
>>> help either)
>>> Obviously. Last year I helped a little (fosdem 8.04 - Hasselt Release Party)
>>> but due to working on the house, I'm on none active for the moment. From
>>> September forward, I'm planning to jump on the wagon again.
>>> No, I think it's enough to be a support point.
>>> I'm invited through the mailinglist, the IRC-meetings and the reports of the
>>> those meetings
>>> I had to help some friends to made their own LUG in Anderlues; I'll join
>>> mine and invite some others in semptember.
>>> Defenitely. Unfortunately I don't have much time to help out, but being able
>>> to talk about these events with my family and friends is important too.
>>> I really enjoy helping on events and it's a very fun way to be in touch with
>>> other ubuntu-be volunteers. I was very sorry I couldn't make it to the last
>>> Ubuntu Release party in Ghent.
>>> If I'd be available, I'd surely attend.
>>>
>>> E. Did you try to remove yourself from the list? (to the person saying not
>>> having anymore time)
>>>
>>> I don't feel the need for that. If persons ask specific questions, I try
>>> answering those by mail. For main questions (like the one you asked), I
>>> decline the requests.
>>>
>>> 5. Additional comments
>>>
>>> Organize some kind of "general meeting" at a central place in Belgium (f.e.
>>> the geographical center of Belgium:
>>> http://nl.wikipedia.org/wiki/Geografisch_middelpunt_van_België)
>>> I'm active in 2 school parent boards. I try giving a demonstration every
>>> year and also invite the ICT-coordinator. I think this is the key to
>>> spreading Linux (Ubuntu): less licensing fees. If we can convince schools,
>>> you get an extra 1000-some new users per school. We should try participating
>>> in the "ICT dagen" (http://ictdag.be - the next one is on January 10, 2010)
>>> I'm also member of the mailing list and followed the discussion with little
>>> interest. It might sound harsh but I think there's too much mails about
>>> stupid subjects. Sometimes I experience the ubuntu-be mailinglist as a spam
>>> mailinglist. I have been helping on Dipro fairs in Ghent for 5 years and
>>> find  this much more important than discussions about "the language of the
>>> mailinglist" etc...