[Ovmsdev] Support Help
Julien “JaXX” Banchet
jaxx at jaxx.org
Thu Apr 12 18:26:44 HKT 2018
Very good idea !
Could there be a placeholder text in the textarea for a new ticket ?
With indications on how to report an issue and some extra things ? It’s usually common and avoids the too simple “It won’t work, please fix” tickets.
- Description of issue
- Steps done, has to reproduce the issue
- Dump of actual settings without any private info
- Country of use and SIM operator if GSM is affected.
- Type of antennas, place of purchase, cable used, etc…
- Reminder of links to how to obtain debug data / usb / self-service / etc…
(The country/sim of use might actually help assistance to pick ticket on local operator-wise questions too, and get an answer in the local language, some users might struggle in English)
BTW: noticed this upon login:
Warning: session_start(): Cannot send session cookie - headers already sent by (output started at /home/www/openvehicles/includes/bootstrap.inc:1627) in drupal_session_start() (line 287 of /home/www/openvehicles/includes/session.inc). :-)
On 12 Apr 2018 at 12:15 +0200, Mark Webb-Johnson <mark at webb-johnson.net>, wrote:
> The 3.1 boxes have started arriving, and requests for support start coming in. So far, mostly just things due to lack of documentation (things like baud rate for USB serial connection not being documented anywhere). The users seem to be reasonable technically competent so far (which was the original plan).
> We have a new support ticket system now running at www.openvehicles.com.
> If anyone can volunteer to help support users, that would be most appreciated. Just take on the cases you can, or answer those that you have particular expertise with. It would be helpful if those responsible for individual vehicles / functionality could sign up anyway and just take on the cases (or be assigned them) when someone asks about those specific area of expertise.
> Another way to help out is to have a periodic review of the support tickets, and take common requests and provided answers, to update the User Guide with the information.
> If you can volunteer some support time, just let me have your login ID or eMail address you use on www.openvehicles.com, and I will upgrade your permissions to let you view and/or help with support tickets. The tickets themselves are relatively easy to handle. Once you have permissions set on your account, you’ll see a “Support tickets” link appear in the navigation side bar. Users raise tickets, and they are assigned to support volunteers. The tickets can be answered, and everyone involved on that particular ticket is automatically emailed the response.
> I’m trying to get the eMail integration working, but for the moment the tickets need to be updated from the web site interface.
> No specific time commitment necessary. Just help out whenever you can.
> Thanks, Mark.
> OvmsDev mailing list
> OvmsDev at lists.openvehicles.com
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