1009215 - add support for support.mozilla.org links to see_also

Status: RESOLVED FIXED

(bugzilla.mozilla.org :: General, defect)

Description

[guigs [:guigs] PST (please needinfo me!)]

As a proposal for automation and for a better vision of the impact of issues that bugs have in the forum, is it possible to correlate the two sources of data? 

For example, when a user says, I have an issue, and a contributor either adds a tag with a bug number to the thread or there is an instance of the bug number in the text of the thread, can this add to the voting or impact of the issue. 

Currently support is assuming that if one person has the issue, there is tenfold affected, but this is not always accurate. A proposal to correlate the data would widespread the vision of what is really affecting users. What is nice is that the forums already have an example, sometimes STR and more troubleshooting data.

Comment 1

[David Lawrence [:dkl]]

Aside from the problem of authentication from a system outside of BMO, we do not yet have a way to vote for a bug using the webservice API and one would need to be implemented. When you vote for a bug we would need to know who is voting, if they are allowed to vote and to make sure they have not voted more times than they are allowed. Normally a bug dashboard or other third party UI for Bugzilla will cache the user's credentials (token) temporarily so they can make changes via the API. Not sure you would be able to do that in support.mozilla.org.

dkl

Comment 2

[:glob ✱]

i have quite a few issues with this proposal.

as dkl touched on, votes are per-user, so we can't just artificially increase the vote counter on a bug based on the number of users impacted in sumo; at best it can just +1 the vote, which isn't useful.  to add a bugzilla vote for each sumo user quickly becomes problematic as each sumo user would require a bugzilla account.

different teams place different values on the number of votes.  most ignore voting completely when assigning priorities, while some pay close attention.

with those to issue in mind, i don't think the return on the development investment for sumo to impact a bug's vote count is viable.


however i do see value in being able to at least link bugzilla bugs with sumo issues.
we can do this by adding support to see_also for links to sumo.

the sumo team could then, if they wanted to, use the bugzilla api to add a link to sumo to the relevant bugs.

rachel, what are your thoughts on see_also linkage?

Comment 3

[guigs [:guigs] PST (please needinfo me!)]

@Bryon
The issues I have seen in the past is ineffective traffic to bugs for users who are not too familiar with the Bugzilla etiquette. But I can further discuss this in the forum as well, as there is recommendations and there are what is actually practiced. 

As I do also see the disadvantage of not all teams using voting, the numbers would not be accurate. However, the see_also linkage I am not familiar with. If adding the link to the thread would be a use case for some bugs that are affecting a large volume of users, these can be a highly viewed thread or many various threads in the support forum. 

After reading more about the Api and see-also links, my question would be how to fit the two. Would a Djano query on the current questions db need to use bugzilla api to populate the links?

AFAIK
Front end
https://github.com/turtleloveshoes/kitsune/tree/master/kitsune/questions
https://github.com/turtleloveshoes/kitsune/tree/master/kitsune/forums
[Back end] ? ricky

Which API call would populate a see also link? [http://www.bugzilla.org/docs/tip/en/html/api/index.html]

Comment 4

[Ricky Rosario [:rrosario, :r1cky]]

I am not sure what see_also is? Is it just a relation between a support question and a bug in bugzilla?

Comment 5

[:glob ✱]

> As I do also see the disadvantage of not all teams using voting, the numbers would not be accurate.

to be clear: getting support.m.o to update votes on bugs isn't technically feasible and will not happen. 

> Which API call would populate a see also link?
> [http://www.bugzilla.org/docs/tip/en/html/api/index.html]

http://www.bugzilla.org/docs/tip/en/html/api/Bugzilla/WebService/Bug.html#update_see_also

however currently we don't have support for links to support.mozilla.org.  i'll morph this bug into implementation of that (it would be useful even if support.m.o didn't make use of it via our api).

(In reply to Ricky Rosario [:rrosario, :r1cky] from comment #4)
> I am not sure what see_also is?

https://bugzilla.mozilla.org/page.cgi?id=fields.html#see_also
for example, bug 985285 has a see-also link to the kde bug tracker.

> Is it just a relation between a support question and a bug in bugzilla?

technically speaking it would be the other way around - you could add a link to a support question to a bugzilla bug.  as it would be possible to link to multiple support issues, it provides some feedback to the developers regarding the impact the issue is having, as well as providing pointers to possible steps to reproduce.

of course the support.m.o team should liaise with the firefox developers team prior to implementing an automated system which sets fields on bugs.

Comment 6

[David Lawrence [:dkl]]

Attachment: 1009215_1.patch

Comment 7

[:glob ✱]

Comment on attachment 8423975 [details] [diff] [review]
1009215_1.patch

Review of attachment 8423975 [details] [diff] [review]:
-----------------------------------------------------------------

r=glob, with the regex to be updated to make language optional on commit.

::: Bugzilla/BugUrl/MozSupport.pm
@@ +18,5 @@
> +
> +    # Mozilla support questions normally have the form:
> +    # https://support.mozilla.org/<language>/questions/<id>
> +    return ($uri->authority =~ /^support.mozilla.org$/i
> +            and $uri->path =~ m|^/[^/]+/questions/\d+$|) ? 1 : 0;

the <language> part is optional in a support.m.o url.

eg. https://support.mozilla.org/questions/972373

Comment 8

[David Lawrence [:dkl]]

To ssh://[e-mail]/webtools/bmo/bugzilla.git
   3f35dd0..9365f5f  master -> master