Feature #14519

Update Help Desk, Foundations Team and Technical Writers' mission page to take into account decisions from Tails Summit 2017

Added by intrigeri 2017-08-30 09:46:39 . Updated 2017-11-15 16:21:01 .

Status:
Resolved
Priority:
High
Assignee:
intrigeri
Category:
Target version:
Tails_3.5
Start date:
2017-08-30
Due date:
% Done:

100%

Feature Branch:
doc/14519-help-desk-foundations-team-and-tech-writers-mission
Type of work:
Contributors documentation
Blueprint:

Starter:
Affected tool:
Deliverable for:

Description

Help Desk will stop investigating individual hardware support issues and instead will ask Foundations Team to handle them (ideally providing stats about how many people are impacted).

This ticket is also about:

  • main purpose, handling of hardware support issues, tech writing (non-)expectations
  • “Spend more time gathering qualitative and quantitative user data” that compensates “Spend less time on handling individual support requests”.
  • Foundations team mission acts as an interface between Help desk and Technical writing

Subtasks

Related issues

Related to Tails - Bug #14458: Update Help Desk mission page Resolved 2017-08-30
Has duplicate Tails - Feature #14517: Add to Foundations team mission: interface between Help desk and Technical writing Duplicate 2017-08-30
Has duplicate Tails - Feature #14513: Update Help desk description to match their new doc writing (non-)expectations Rejected 2017-08-30

History

#1 Updated by intrigeri 2017-08-30 10:43:52

  • Subject changed from Update Help Desk mission page wrt. handling of hardware support issues to Update Help Desk mission page: main purpose, handling of hardware support issues
  • Description updated

#2 Updated by intrigeri 2017-08-30 13:15:20

  • related to Feature #14513: Update Help desk description to match their new doc writing (non-)expectations added

#3 Updated by intrigeri 2017-09-28 11:32:58

  • Subject changed from Update Help Desk mission page: main purpose, handling of hardware support issues to Update Help Desk mission page: main purpose, handling of hardware support issues, tech writing (non-)expectations

#4 Updated by intrigeri 2017-09-28 11:34:43

  • has duplicate Feature #14517: Add to Foundations team mission: interface between Help desk and Technical writing added

#5 Updated by intrigeri 2017-09-28 11:35:27

  • Subject changed from Update Help Desk mission page: main purpose, handling of hardware support issues, tech writing (non-)expectations to Update Help Desk, Foundations Team and Technical Writers' mission page to take into account decisions from Tails Summit 2017
  • Description updated

#6 Updated by intrigeri 2017-09-28 11:37:09

  • Status changed from Confirmed to In Progress
  • % Done changed from 100 to 10
  • Feature Branch set to doc/14519-help-desk-foundations-team-and-tech-writers-mission

#7 Updated by intrigeri 2017-09-28 11:38:06

  • has duplicate Feature #14513: Update Help desk description to match their new doc writing (non-)expectations added

#8 Updated by intrigeri 2017-09-28 11:52:01

  • % Done changed from 10 to 20

Asked feedback to the 3 affected teams, deadline = end of October. I’ll leave this ticket assigned to me so to track progress, handle feedback, and nag people if needed.

#9 Updated by intrigeri 2017-09-29 13:32:07

  • QA Check set to Ready for QA

#10 Updated by intrigeri 2017-10-01 08:44:13

  • related to Bug #14458: Update Help Desk mission page added

#11 Updated by intrigeri 2017-10-16 08:00:00

Pinged the 3 people who haven’t replied yet.

#12 Updated by intrigeri 2017-10-18 18:35:08

Input from only two (out of 4) people is still missing: emmapeel & anonym.

#13 Updated by sajolida 2017-10-25 11:40:56

I wasn’t in the list of pings but I’m fine with your changes!

#14 Updated by intrigeri 2017-11-09 14:45:49

  • Assignee changed from intrigeri to emmapeel
  • Priority changed from Normal to High

I’ve explained to anonym + accounting team why IMO it’s not necessary to wait for his reply.

So I’m only waiting for emma peel here => reassigning this to her. Deadline was end of October => raising priority.

#15 Updated by anonym 2017-11-15 11:30:56

  • Target version changed from Tails_3.3 to Tails_3.5

#16 Updated by emmapeel 2017-11-15 12:51:11

  • Assignee changed from emmapeel to intrigeri

I like the changes, I thought I already answered… I think Foundations team can do the hardware support easier with their Debian hat on too.

#17 Updated by intrigeri 2017-11-15 15:04:47

  • QA Check changed from Ready for QA to Pass

#18 Updated by intrigeri 2017-11-15 16:21:01

  • Status changed from In Progress to Resolved
  • % Done changed from 20 to 100

Applied in changeset commit:3d7e7a1cf30991ab0e31e306cac1a51e4044224f.