1328406 - [AAQ] Short term kludge: Display 1 line of text that asks for OS, FF version, etc

Status: RESOLVED INVALID

(support.mozilla.org - Lithium :: Feature request, enhancement, P2)

Description

[Paul]

User Agent: Mozilla/5.0 (X11; Linux x86_64; rv:53.0) Gecko/20100101 Firefox/53.0
Build ID: 20170102030204

Steps to reproduce:

As present, automatically looking up UA information for Support Forum questions is not in scope for the migration due to time and complexity.

Given how vital this information is to those answering questions, include a line of text prior to the question text box to say;

"Please specify your operating system and Firefox version number so that we can better assist in answering your question."

This is a temporary workaround from migration until UA capture is implemented in the first (post migration) release.

Comment 1

[Alice Wyman]

(In reply to Seburo from comment #0)

> Given how vital this information is to those answering questions, include a
> line of text prior to the question text box to say;
> 
> "Please specify your operating system and Firefox version number so that we
> can better assist in answering your question."

"Firefox version" should link to
https://support.mozilla.org/kb/find-what-version-firefox-you-are-using

Comment 2

[Alice Wyman]

> "Firefox version" should link to
> https://support.mozilla.org/kb/find-what-version-firefox-you-are-using

... if the question is about desktop Firefox.

Comment 3

[Paul]

Hi

Given time constraints, I was just thinking of this being a line of text asking for the information to be included with the question.  This is merely a last ditch attempt at a temporary contingency plan until 1328817 is included in Phase 2.

My proposal is very simple, but is also very basic until we can get a more "singing and dancing" UA capture implemented.

More than happy to create a mock up of how this could look if required.

Comment 4

[madalina]

Marking this as something to do right after launch.

Seburo, can you please draft a mockup and we can look into it?

Comment 5

[Paul]

Hi

Please find attached a very rough mockup of how this could look.  The text would be in the same typeface used elsewhere on the site and would be aligned alongside the text and boxes as per the rest of the page.  If you require something of better quality, please let me know.

The text itself is designed to be simple and not require any links elsewhere.  We are not asking for anything more than the user broadcasts through their UserAgent details and this text is designed to be temporary until it can be removed and replaced with UA capture.  Yes, this would be applied to all questions and may not be as necessary for Tb, and Fx mobile questions, but this is a fast solution that will be of use for Fx questions which (I believe) make up the majority of what we get.

Hope this helps.

Comment 6

[Paul]

Attachment: UA question demo rough.png

Comment 7

[Roland Tanglao needinfo please :rolandtanglao, :mohnkuchen, :adobo, :sinigang, :roland]

tyson and scott this is just a 1 or 2 line fix in a component somewhere right? Could you please let me know where I can find his component?

Comment 8

[scott.riley]

Hi Roland/all,

The easiest thing to do is to add a custom content module to the post page.  This would allow for different translations of the content across any top level category language that has the AAQ flow.  The only difference between the mock up and the solution proposed is that jamming the component into the post quilt isn't easy.  It may need to live above that quilt in order for it to work.

As a follow-on customization we can certainly evaluate doing automatic UA detecting.  Would just need to be scoped and agreed between the teams via follow on work.

Comment 9

[John Hesling [:John99] (NeedInfo me)]

I do recall very early on pre migration we did actually see a demonstration of the UAS being printed out into posts that were made into Lithium.
If this is going to take a long time before the final solution it may be worth working in stages:

1. Considering this as an initial quick and dirty solution. 
2. Then do a better interim solution including links to KB articles on both Finding the Firefox Version, as already suggested, *and additionally* advising Firefox users that it may help if they paste the full Troubleshooting information in to the post.
3. Then do as it was on Kitsune and gather the full troubleshooting information. (Or at least that subset shown in the Troubleshoting information page - it does redact some things I believe because of privacy concerns)

The full troubleshooting information can be useful. We did automate collection of that on Kitsune.
That is likely to be something taking a long time to do on Lithium, but I hope we plan on introducing that.
Of course we already have a longstanding KB article on obtaining troubleshooting information:
> Use the Troubleshooting Information page to help fix Firefox issues
> https://support.mozilla.org/t5/Procedures-to-diagnose-and-fix/Use-the-Troubleshooting-Information-page-to-help-fix-Firefox/ta-p/3735 
Such a KB article could be quickly cloned and modified to relate instead to specifically pasting the information in to a AAQ support post. That is how it operated on Kitsune originally prior to it being automated.

Presumably several further  bugs are going to have to be discussed agreed and filed.

Comment 10

[madalina]

The plan is to have this as a quick and dirty solution while we figure what is needed to do a full customization.

Comment 11

[Roland Tanglao needinfo please :rolandtanglao, :mohnkuchen, :adobo, :sinigang, :roland]

I would like to skip this short term solution and go straight to the full solution which I think should be priority 1. So setting this to priority 2.

(also clearing tyson's needinfo since i have no idea who at lithium will look at this going forward, it will probably be somebody other than tyson)

Comment 12

[Paul]

Bug relates to Lithium migration and is no longer required to be open.