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Separete support flow of Testing channel and Stable channel #1339

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schakrava opened this Issue Jun 5, 2016 · 1 comment

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schakrava commented Jun 5, 2016

Currently, When a error is reported on the UI, the user is presented with simple instructions to get support. The instructions are to e-mail support and I help users over e-mail. Given that we have thousands of active users now and an awesome community forum, this process needs a make over. Create two separate support flows

  1. Testing channel support
    For systems on testing channel, display instructions to create a templated forum topic. The user takes a screen shot, captures detailed error message(*) and creates the support topic by filling in required information. The topic is then visible to every forum member and we can all help by replying to the user created topic.
  2. Stable channel support
    I've created an osticket based support portal for paying users, including Stable channel subscribers. For systems on stable channel, a different set of instructions pointing them to the support portal will be displayed. Issues reported in this manner are subject to a 24 hour SLA and are addressed by the Rockstor team in an expedited manner.
  • Currently, we provide a link to compressed error logs, which is convenient but it's better to provide just the relevant stack trace that is logged for the particular error in question. For complete logs, we have the new logs manager feature implemented by @MFlyer anyway.

@schakrava schakrava added this to the Looney Bean milestone Jun 5, 2016

@schakrava schakrava self-assigned this Jun 5, 2016

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schakrava Jun 13, 2016

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Fixed by #1345

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schakrava commented Jun 13, 2016

Fixed by #1345

@schakrava schakrava closed this Jun 13, 2016

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