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Improve text & messaging to avoid support tickets when ingest fails due to file format #8096
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It sounds like users need feedback about the status of their file @sbarbosadataverse, which is different from a warning or error. |
@TaniaSchlatter thanks for chiming in. the message as it exists now, does not include reference as to why the failure is or is not important. users don't understand what it means and I think many assume their files are not "uploaded" when they see it.
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Cases/related issues: Current images for context |
It's important IMHO that we have on page messaging to show why a file failed, on both the dataset and file page, as you could have multiple people working with a dataset and I'd like to surface it for all parties. The goal is to get people to at least see the error and determine if it's something they can/should fix. The ingest tool will never work for all files and there will always be failures. I do think the messages are overly persistent and not clear, but I'm not in favor of removing them. We should revisit notifications and emails, definitely! The failed ingest emails were added in the last few years by an external contributor if I recall correctly. |
@djbrooke I think @leonid would be great at capturing the useful message for users if we keep the messaging. That's all we want is for users to understand what they are seeing. Leonid has helped me in the past with figuring out how a depositor should correct their file for successful ingest, but we have cases where file formats and versions shouldn't be changed so we don't want to encourage that. So the message has to be very clear. And in the case where ingest won't work for every file, I don't think the message should encourage changes to the files. But it should tell the user in so many words that "ingest failed, and your file won't have this "Additional" support of working with the data explorer tool. files will still be downloadable in original format by users. This message is only available to you. For additional information on tabular file ingests, follow this link." |
In some sense, this isn't a failure per se. There are perfectly valid Excel /other files that don't conform to the expectation that they represent one table. Could this be an informative msg versus a warning/error (in addition to text changes)? |
@qqmyers agree. it's not a failure. that's part 1 of cleaning up the message. part 2, is cleaning up the message well enough that users aren't sending us support tickets and repeatedly deleting their file and retrying the upload, with the same results, which is what is happening. @djbrooke how about sending it in the notification under "my data" and leaving it there may help. we can certainly add more text to notifications that go under my data than on the user interface? what do you think? and I agree, to removing "failed" and using some other term to capturing what's happening. |
@sbarbosadataverse I only have strong feelings regarding the removal of the on page messages, which I feel we should not do. I'm supportive of toning the messages down and making it less persistent and/or dismissable. I'm supportive of providing information to users that will allow them to decide whether or not to take the time to get the file in a state that will allow it to be ingested or to get them information that will allow them to make the decision to be OK with the failed ingest because it's a table of contents or has unsupported characters or some other case. I'm very, very supportive of making any changes to the notifications/emails. |
@djbrooke Ok. Then sounds like we can get Leonid on board to help us with that messaging? In case there is technical information we have to include? and where the messaging will be visible? Should we include some community feedback on this? I am sure Sebastian, Philipp may want to add some input... |
Proposed 1. Show a message to depositor and others with access on the dataset page 2. Show the same info style message on the file page? Is this useful? 3. Use the current in-app notification and email to the depositor to inform the user of the status of the dataset/file (that the file is available but that ingest was not completed), what ingest means, and requirements for ingest. 4. We need to work out wording that appears in these places. @sbarbosadataverse @djbrooke @scolapasta |
Thx @TaniaSchlatter -
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@TaniaSchlatter I think we should avoid using words that would cause depositors alarm, like "failed, incomplete" etc. It should be completely informative. I am waiting to see if @djbrooke can lend me someone from development to help with the wording. |
@sbarbosadataverse when this gets prioritized and brought into a sprint we can work on the wording together. |
@djbrooke for #5 in your comments, if we add more content in the guide, are you considering adding use cases where data files should not be changed to a supported ingested version when we are behind in what we support? For example software like Stata? In this case, code files at one version won't work well with data files in an older version of the software. We had to communicate this to users at one point. Just trying to understand what we include and leave out of the guide update. |
@sbarbosadataverse TBD on the specifics, but I'd probably look to add a subbullet here: https://guides.dataverse.org/en/latest/user/tabulardataingest/ingestprocess.htm ... about common failure cases, basic troubleshooting, and what's lost when the ingest doesn't happen. Good point also about how we'll possibly be behind on some of the software versions. We can iterate on it. |
Here are revised recommendations based on further discussion with @sbarbosadataverse:
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It turns out we already have in-app and email notifications so I believe the task is a matter of editing the text. Here's what we have right now: In-app failureEmail failureSubject: Root: Your ingest has finished with errors! Hello, Dataset Awesome Sauce ingest process has finished with errors. Ingested files:
You may contact us for support at support@localhost. Thank you, In-app successEmail successSubject: Root: Your ingest has successfully finished! Hello, Dataset Awesome Sauce ingest process has successfully finished. Ingested files:
You may contact us for support at support@localhost. Thank you, A few more notes:
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Note that when you upload a mix of files that go through ingest and some succeed and some fail, the failure message is sent.
- Only list files that failed ingest. - Remove "(Error)" from next to file name. - Change "file(s)" to "files". - Remove "Dataverse" to avoid having to say "Dataverse Software".
Note that when you upload a mix of files that go through ingest and some succeed and some fail, the failure message is sent.
- Only list files that failed ingest. - Remove "(Error)" from next to file name. - Change "file(s)" to "files". - Remove "Dataverse" to avoid having to say "Dataverse Software".
We decided the "dataset management" page has more context. Previously, the standard guides server base URL and "latest" was hard coded.
- rewrite sentence for .tab - link to "the guides" not "see the guides" - only have the last link (to "the guides")
improve messaging for ingest failures, file upload #8096
Since this isn't a bug, provide better notification messages in the UI to users so they understand they don't need to contact us about failed ingests and they understand the failed to ingest message is not shown to users of their data.
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