User Support Project Overview

So far all members of the PNWTeam have expressed an interest in providing user support. This is a place where we can jot down how we would like to go about providing support as a team.

Problem Statement

The PNWTeam would like to provide support to Ubuntu users.

Mission

Create a web based user friendly method for users to submit and track requests for support

Objectives

• Gather user contact information and issue description
• Provide a way for team members to add notes regarding the issue
• Design an escalation path
• Confirm issue resolution

Project Scope

• User Input Form
  • Name, email, Ubuntu Version, and Issue Description
• Provide a status method
  • New, Escalated, Pending, Resolved, and Work-In-Progress
• Provide a way of looking up the issue (a method for users to see issue status / progress)
• Issue owner
  • Team Member or Unassigned
• Track Escalation progress (associated URL or ID number?)
• Summarize the solution for reporting / statistical information

Tasks

Project Notes / Ideas

* It's up and appears to be running. If you have ideas please email the team or post them in the forum for further discussion.

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