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Feature #14519

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

Added by intrigeri 3 months ago. Updated 27 days ago.

Status:
Resolved
Priority:
High
Assignee:
Category:
-
Target version:
Start date:
08/30/2017
Due date:
% Done:

100%

QA Check:
Pass
Feature Branch:
doc/14519-help-desk-foundations-team-and-tech-writers-mission
Type of work:
Contributors documentation
Blueprint:
Starter:
Affected tool:

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

Related issues

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

Associated revisions

Revision 29132170 (diff)
Added by intrigeri 2 months ago

Document the new split of responsibilities between Help Desk, Foundations Team and Technical Writers + the clarified main purpose of Help Desk (refs: #14519).

Revision 3d7e7a1c
Added by intrigeri 27 days ago

Merge branch 'doc/14519-help-desk-foundations-team-and-tech-writers-mission'

Closes: #14519

History

#1 Updated by intrigeri 3 months ago

  • 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 (diff)

#2 Updated by intrigeri 3 months ago

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

#3 Updated by intrigeri 2 months ago

  • 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 2 months ago

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

#5 Updated by intrigeri 2 months ago

  • 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 (diff)

#6 Updated by intrigeri 2 months ago

  • 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 2 months ago

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

#8 Updated by intrigeri 2 months ago

  • % 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 2 months ago

  • QA Check set to Ready for QA

#10 Updated by intrigeri 2 months ago

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

#11 Updated by intrigeri about 2 months ago

Pinged the 3 people who haven't replied yet.

#12 Updated by intrigeri about 2 months ago

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

#13 Updated by sajolida about 2 months ago

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

#14 Updated by intrigeri about 1 month ago

  • 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 27 days ago

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

#16 Updated by emmapeel 27 days ago

  • 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 27 days ago

  • QA Check changed from Ready for QA to Pass

#18 Updated by intrigeri 27 days ago

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

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