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Wishlist Team

The info below should be moved to Wishlist Team as per Where (because this page is not feature requests and bug reports about Tiki the software, but some ideas on how to better use Tiki for the community.



These are shared procedures/instructions for all the people monitoring Tiki wishlist

Who

    • Gezza
    • Nelson Ko



What do coordinators do?

  • Click here to monitor all changes to the wishlist You will get quite a few emails. You can turn off later.
  • Check all new submissions. (people use Make a wish and read How to Submit a new item on the Wishlist so make sure these pages are always clear.
    • Add any missing categories
    • Assign to people who have expressed that they want to maintain feature X or Y or who have caused the bug :-)
  • If there is a security issue reported, make sure it doesn't disclose the vulnerability until a patch is issued.
  • Invite people to contribute directly to Tiki source code, especially if people submit a patch
  • prepare next version


Below are some some explanations for usage of fields not on
How to Submit a new item on the Wishlist

Status

Open: Needs some love – No decision made yet
Pending: Fix is on the way but not yet in a stable release OR there is another issue.
Closed: Solved and available in latest stable release OR will not be fixed / is rejected / etc.

Rating

Add points (+1 or +2) to bugs which have affected you and to features which you would find useful. You can also vote -1 or -2 to bugs which bugs you can't duplicate and to features which would be a waste of developer time. This will help us all.

Resolution status

  • Accepted
  • Confirmed
  • Duplicate
  • Fix on the Way
  • Fixed
  • Invalid
  • Later
  • Not enough information
  • Out of Date
  • Please retest
  • Postponed
  • Rejected
  • Remind
  • Won't Fix
  • Works For Me

Assigned to

Don't assign to other people unless you think they agree.

Areas

Only check one if it feels logical. This is not really used at the moment.

This is used to regroup tracker items into larger project. Think "big picture"


Ideas to improve the process

Ticket rewamp phases


First phase - update the tracker structure

  • introduce ticket types as described below
  • make group assigment available (in line with community group structure)
  • rename resolution status to "status"
  • rename report type to "category"



Second phase

  • rework prioritization principles
  • introduce queues as described below
  • Review and update tickets > all ticket should be put into a ticket type, in a queue, assigned to a group and have a status
  • revise categories > create at lease top level and one sublevel
  • refine groups


Third phase

  • we'll see..

Work in progress, add your ideas!

About ticketing in general


The main idea mostly is to have a first line of support (guys there are not really experts, but can make some basic decision and channel the tickets to the rigth place), they handle the first contact, tries to resolve as much as possible to let the 2nd (more experienced supporters) and the 3rd line (programmers, area specialits, etc) work on only what they are really good at. This structure usually enables to respond to and resolve any request in a timely manner.

Of course Tiki is not a company and the community is not a servicedesk, so it should be a bit different, no complicated SLA or other things, but maybe we can incorporate some of those practical and proven ways and maybe follow some guidelines of ITIL.

Tiki should attract more "1st line supporters" who would like to do something but don't know the code and the implication on coding hours on the requests. 1st line could be a group where folks can volunteer (subscribe to group). The rest of the lines is not so open in order to avoid ticketing becoming a mess.

About ticket ownership


Tickets are always assigned to a group than the current groupleader (can be rotating every week/month/etc) would assign the ticket to a member of that group. A ticket should always be assigned to a person in the end. If the member does not want to deal with the issue, he can put it back to the group pool or assign to another group.

About ticket types


Instead of what we have now (Report type) we should introduce basic ticket types, such as:

incident for something that is not working as expected. open for anonymus/registered users?. (it can be a bug or incorrect usage of the feature). Can turn into a simple usage question, or a bug/problem/request
request (sometimes also called as IMACs) things are working fine but I want to Install/Move/Add/Change something. Open for registered users
problem for recurring incidents are collected under a problem ticket. Wishlist squad members can open. It can be fixed or closed as a known error (something we know of but we wont fix, for example at older releases)


Having these basic types makes reporting and channelling easier.

About ticket categorization


After the ticket type selection should come the categorization itself. (bug subtypes, etc).
Here should we have what is now "report type"

The problem here is that there is no "dependency" possibility in trackers (yet). I mean that if "Incident" is ticked that only those category options should appear that are dependent on the "Incident" checkmark to be ticked. I am thinking about the way the main administration option as working now in tiki - only when you put a checkmark into the box the related further options appear.

Category system is usually 2-4 levels deep. Tiki is quite complicated, so the depth should be discussed.

An example:

Field name
Description
Field type
Input type
Example
CategoryThe top leveldrop-downmanual selectionTiki Feature
SubcategoryThe level below categorydrop-downmanual selectionForums
AreaThe level below subcategorydrop-downmanual selectionForum post
DetailThe level below Areadrop-downmanual selectionPosting error


The above mentioned dependency logic should be applied for the category selection too (if I select a category only those subcategories should be available that are defined as subcategories of that given category)

About queues, groups and users

Queues are the place where you keep the tickets while they are being worked on
Groups monitor the Queues (usually a queue has a default group that is primarly responsible for the tickets in the group).
Users are members of the groups and have access to the queue through group membership

Concept of queues is sometimes hard to grasp, but it is handy, you can also define permissions for queues, manage better the workload, etc.

Proposed queues

NameDescription
First line this is where tickets arrive upon first save. they stay here until being evaluated by the wishlist squad
Bugfix this is where those tickets should go that are addressing a bug/malfunctionality and stay here while being worked on
Development this is where tickets should land when they are accepted as a development
Information for tickets that are about giving information/training/help
Internal internal community tickets (assigning jobs)


Proposed groups

To avoid duplication see here: http://tiki.org/Teams

Wishlist should use the same!

About Tiki Release indication


There are checkboxes to indicate the affected Tiki release, which is fine

Ticket statuses & status flow


Tickets usually have the following path*ML: Looks like a job for category transitions :-) :

  • ticket opened by customer or servicedesk 1st line staff
  • servicedesk 1st line tries to make a first contact resolution and close the ticket

First contact resolution percentage is an important metrics of an effective helpdesk. If it is high it means that the info is distributed well, easy to find and understand for non-technical guys

  • if 1st line can't resolve, first it tries to collect as much info (symptoms/description) as possible to help the work of 2nd line. For certain type of tickets/categorization you define the necessary miniumum information (mandatory fields), they can have certain templates assigned. Where to dispatch than is decided by the rules associated to the type&category combo of the ticket.
  • Dispatch goes to a queue (which has a default group), not to person
  • if 2nd/3rd line finds the categorization right than first it accepts (it is an event), than one group member "takes" it and starts working. When he thinks the ticket is resolved it goes back to the 1st line who is taking care of the confirmation/closure
  • if 2nd/3rd line dont find the dispatch (assignment) correct, send it back to 1st line or if assigns to the correct group

Status nameOld status nameDescriptionCan arrive fromCan go to
New - This is the status upon first save
-
Open - Accepted
Pending - Information %% Pending - User test
Open
Open - Accepted Accepted The wishlist team reviewed and the ticket seems to address a valid issue. Mainly to rule out invaliOpen - New, Pending - InformationOpen - confirmed
Open - Confirmed Confirmed The issue is confirmed
Open - Work in Progess Fix on the way The ticket is being worked on by the responsible team
Pending
Pending - Information Not enough information Not enough information provided to continue with the resolution
Pending - Postponed Later, Postponed issues that are accepted but no resource to work on
Pending - User test Please retestThe ticket seems to be resolved, the users should test. Resolved statuses Closed or back to the dispacth group
Pending - Review RemindThe ticket is pending too long, it should be reviewed
Resolution
Resolved Fixed The responsible team beleives the issue is answered/fixed, needs confirmation from the ticket opener before closed
Resolved - Refused - The issue is refused, it will not be done for whatever reason (it is against the tiki policy, no time, no volunteer) Closed - Refused
Resolved - Works fine Works For MeThe issue could not be reproduced, it seems to be ok
Resolved - Duplicate
-
Closed - Duplicate
Resolved - Known errorWon't Fix The issue is a known errow, which means that it is acknowledged but will not be fixed due to lack of time, volunteers, etc Closed - Known error
Resolved - Refused - The issue is refused, it will not be done for whatever reason (it is against the tiki policy, no time, no volunteer) Closed - Refused
Closure
Closed
-
The issue is answered/fixed and it is acceptedResolved
-
Closed - Works fine
-
See aboveResolved - Works fine
-
Closed - Out of Date Out of datefor really old tickets Resolved - Out of Date
-
Closed - Duplicate Duplicate The ticket is a duplicate, must reference the the other ticket Resolved - duplicate
-
Closed - Known Error
-
See at resolved, we wont fix this and that is for sure Resolved - Known error
-
Closed - Won't do Invalid, Rejected The ticket was found to be invalid any
-


Wishlist squad reviews new tickets and correct the incident/request setting when necessary

Notes about ticket resolution & closure

Resolution when the person responsible for resolution thinks that he/she resolved the issue. This always needs a confirmation from the person who opened the ticket
Closure the person who opened the ticket confirms the resolution.

Usually the idea is to always send out a resolution email notifying user of the that we think his/her issue is resolved and also stating unless he/gets back to us within i.e 5 working days we consider the resolution to be accepted and close the ticket with the appropriate closure code.

Closed tickets can never be reopened, they are archived. Maybe a new ticket is opened later with the same issue, the 2 tickets should be linked together as can be identified as a problem (=recurring incident)

About trackers

  • it is slow
  • maybe closed tickets could be archived&moved into another tracker with the same structure, maybe it would speed up the whole thing
  • the fields would need a bit of restructuring, will attach a sample soon
  • maybe rename "trackers" to "forms", I think it is a better name for marketing too, more easy to understand for newcomers what it is all about. ("Tiki has a built in forms builder, structure your information as want, etc")

About priorities

Ease Importance Priority

Mid term goal


I think following some of these points could make Tiki also to a good support system, since it has all you need to make good support, integrated wiki & forum & ticketing, you don't often have that (and this could be offered as a profile too)

ML: Do you have list of feature requests / bug fixes to make this happen? (vs just reconfiguring).

Other ideas

pascalstjean: After reviewing the current bug reporting tool; I have been interested in creating a step by step bug submitting tool that will allow us to identify who is actually submitting the bug (Developer, User, Manager etc...) Being able to put the person who is reporting the bug in context is extremely important, we as a group will be able to better organize these bugs and hopefully take action.

I hope to be able to work on this tool over the next few months by refactoring the current categories and options found in the Bug Report. I was really intrigued to create this tool using the same technique that CGCom has done using Pretty Trackers for some of their customers.

Once I have a working prototype I will present it to the community for comment and hopefully get some good feedback. If anyone has opinions or other types of idea's that you have please feel free to get in touch with me. I'd love to hear your comments and concerns about the current Bug submitting process.

SEWilco: The categorization section above might be able to use Dynamic items list.

Alias

Keywords

The following is a list of keywords that should serve as hubs for navigation within the Tiki development and should correspond to documentation keywords.

Each feature in Tiki has a wiki page which regroups all the bugs, requests for enhancements, etc. It is somewhat a form of wiki-based project management. You can also express your interest in a feature by adding it to your profile. You can also try out the Dynamic filter.

Accessibility (WAI & 508)
Accounting 7.x
Administration
Ajax 2.x
Articles & Submissions
Backlinks
Banner
Batch 6.x
BigBlueButton audio/video/chat/screensharing (5.x)
Blog
Bookmark
Browser Compatibility
Calendar
Category
Chat
Comment
Communication Center
Consistency
Contacts Address book
Contact us
Content template
Contribution 2.x
Cookie
Copyright
Credits 6.x
Custom Home (and Group Home Page)
Database MySQL - MyISAM
Database MySQL - InnoDB
Date and Time
Debugger Console
Directory (of hyperlinks)
Documentation link from Tiki to doc.tiki.org (Help System)
Docs 8.x
DogFood
Draw 7.x
Dynamic Content
Preferences
Dynamic Variable
External Authentication
FAQ
Featured links
Feeds (RSS)
File Gallery
Forum
Friendship Network (Community)
Group
Help
History
Hotword
HTML Page
i18n (Multilingual, l10n, Babelfish)
Image Gallery
Import-Export
Install
Integrator
Interoperability
Inter-User Messages
InterTiki
jQuery
Kaltura video management
Karma
Live Support
Logs (system & action)
Lost edit protection
Mail-in
Map
Menu
Meta Tag
Missing features
Visual Mapping 3.x
Mobile Tiki and Voice Tiki
Mods
Modules
MultiTiki
MyTiki
Newsletter
Notepad
OS independence (Non-Linux, Windows/IIS, Mac, BSD)
Organic Groups (Self-managed Teams)
Payment 5.x
Performance Speed / Load / Compression / Cache
Permission
Poll
Profiles
Quiz
Rating
Realname
Report
Revision Approval
Score
Search engine optimization (SEO)
Search
Security
Semantic links 3.x
Share
Shopping Cart 5.x
Shoutbox
Site Identity
Slideshow
Smarty Template
Social Networking
Spam protection (Anti-bot CATPCHA)
Spellcheck
Spreadsheet
Staging and Approval
Stats
Survey
Syntax Highlighter (Codemirror)
Tablesorter
Tags 2.x
Task
Tell a Friend, alert + Social Bookmarking
Terms and Conditions
Theme
TikiTests 2.x
Timesheet
Token Access
Toolbar (Quicktags)
Tours
Trackers
TRIM
User Administration
User Files
User Menu
Watch
WebHelp
Webmail and Groupmail
WebServices 3.x
Wiki 3D
Wiki History, page rename, etc
Wiki plugins extends basic syntax
Wiki syntax text area, parser, etc
Wiki structure (book and table of content)
Workspace and perspectives 4.x
WYSIWTSN 4.x
WYSIWYCA
WYSIWYG 2.x
XMLRPC




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