I attended the "Easy hacks to get involved with"[1] session at FOSDEM. The item "Improved bug filing form / flow"[2] from the wiki page that Michael mentioned reminded me of similar issues that the Mozilla guys apparently had, as mentioned in their presentation[3] on Saturday.
Effectively, "SUMO" as they call it, is a support platform that provides a customized workflow guiding users who are looking for a solution to a problem. It will lead them to knowledge base articles or lets them post a question (in the process bringing up similar questions that have been asked before) or takes them to a live chat. Filing a bug would be the last resort. This is what's running on http://support.mozilla.com/ and lets them handle (IIRC) 11 million support issues per month. The good: It's all open source[4]. The bad: It's not "productized" yet, i.e. it's currently tailor-made for Mozilla's use case. But they plan to roll it out as a separate product for others to use. "Wait a few months" was the answer we got. So, I guess what I'm suggesting is that instead of reinventing the wheel, someone who's interested in picking up that task may want to look into this existing system. Check what it does, collect the requirements that LibreOffice has and possibly cooperate with the Mozilla folks. bye, Dirk [1] http://fosdem.org/2011/schedule/event/easyhacks [2] http://wiki.documentfoundation.org/Development/Easy_Hacks#Improved_bug_filing_form_.2F_flow [3] http://fosdem.org/2011/schedule/event/mozilla_sumo [4] https://github.com/mozilla/kitsune _______________________________________________ LibreOffice mailing list LibreOffice@lists.freedesktop.org http://lists.freedesktop.org/mailman/listinfo/libreoffice
