452829 - Implement CSAT support for Knowledge Base

Status: VERIFIED FIXED

(support.mozilla.org :: Knowledge Base Software, task, P1)

Description

[Laura Thomson :laura]

As per https://wiki.mozilla.org/Support:CSAT:
* Update db to support CSAT (including new CSAT tables and updating existing user tables) 
* Implement AJAXified popup of survey when someone clicks Yes on poll "Did this article solve a problem you had with Firefox?" in the KB.

Comment 1

[Nelson Ko [:nkoth]]

Attachment: Is the default charset and innodb correct?

Comment 2

[Nelson Ko [:nkoth]]

the rest of the bug is in progress, but creating new tables first.

Comment 3

[Laura Thomson :laura]

Comment on attachment 338267 [details] [diff] [review]
Is the default charset and innodb correct?

The tables look good to me except that our other tables are all latin1, so these should be too I'm assuming.

Comment 4

[Michael Morgan [:morgamic]]

Nelson, could we get an update on this please?

Comment 5

[Nelson Ko [:nkoth]]

Attachment: This is the patch for functionality needed to collect data

Comment 6

[Nelson Ko [:nkoth]]

Attachment: This is the PHP script to upgrade the database

Comment 7

[Nelson Ko [:nkoth]]

Attachment: before clicking (no change from present)

Comment 8

[Nelson Ko [:nkoth]]

Attachment: after answering "Yes" to "Did this article solve a problem you had with Firefox?"

Comment 9

[Nelson Ko [:nkoth]]

Outstanding issues to be fixed shortly (in the next 24 hours):

1) Answering "No" to "Did this article solve a problem you had with Firefox?" currently also gives the CSAT question. It should not.

2) Need admin panel to allow changing of text of question.

3) Need some modifications to existing poll results reporting page to make it work again.

4) Need some sample db scripts to be run offline to generate statistics.

5) Hide the "ratings" box on the edit UI - it is not necessary anymore.

Comment 10

[Laura Thomson :laura]

Comment on attachment 340098 [details] [diff] [review]
This is the PHP script to upgrade the database

Point the connect string at db/local.php so this will work on stage/prod, otherwise good.  It's going to take a little time to run so will require downtime.

Comment 11

[Laura Thomson :laura]

Comment on attachment 340097 [details] [diff] [review]
This is the patch for functionality needed to collect data

Let's switch to POST rather than REQUEST as I'd like to phase out use of REQUEST.  Otherwise WFM.

Comment 12

[Laura Thomson :laura]

I think djst is going to have different question wording as well, just heads up.

Comment 13

[Nelson Ko [:nkoth]]

Attachment: Command line PHP script that does db upgrade (it asks for db access credentials)

Comment 14

[Nelson Ko [:nkoth]]

Attachment: Command line PHP script that does db upgrade (it asks for db access credentials)

Comment 15

[Nelson Ko [:nkoth]]

https://bugzilla.mozilla.org/attachment.cgi?id=340097 patch in trunk in r18573.

Comment 16

[Nelson Ko [:nkoth]]

Attachment: This is the patch for part 2 (incremental patch, requires 1st patch)

Comment 17

[Nelson Ko [:nkoth]]

Attachment: Command line PHP script that does db upgrade (it asks for db access credentials)

This is the same as the previous patch with the difference that it checks that an upgrade has not been previously completed. This is to avoid upgrading twice (which will cause data loss of poll information)

Comment 18

[Nelson Ko [:nkoth]]

This part 1 patch is now in production branch r18620.

(In reply to comment #15)
> https://bugzilla.mozilla.org/attachment.cgi?id=340097 patch in trunk in r18573.

Comment 19

[Laura Thomson :laura]

Comment on attachment 340351 [details] [diff] [review]
This is the patch for part 2 (incremental patch, requires 1st patch)

We probably need some docs to explain how the special CSAT polls work - please add to wiki.mozilla.org/Support somewhere.

Comment 20

[Nelson Ko [:nkoth]]

patch part 2 committed to: r18623/r18624

Comment 21

[Nelson Ko [:nkoth]]

Minor change to show poll title next to result when "All" is selected as the question to show results for, in r18662/r18663

Comment 22

[Nelson Ko [:nkoth]]

fix votes was not being recorded correctly in r18667/r18668

Comment 23

[Stephen Donner [:stephend] Not actively reading bugmail]

I'm going to verify this as fixed; we've filed a few spinoff bugs, and also have tested this quite well through its implementation.  (Changes in comment 21 and comment 22 are examples, along with bug 457277 and bug 457492.)

I'll continue testing (and the team will be using it soon in production, too), so we'll continue to file bugs.

Comment 24

[Louis-Philippe Huberdeau]

Very useful tracking here. I finally begin to understand how it all ties together. Most of it can probably be upstreamed directly, but the initialization of the polls is problematic.

Here is my understanding.

Tiki used to have poll templates. Those worked nicely to generate the polls for each object. However, there was no tracking to where the poll came from. Questions add this traceability by linking all the polls relating to the same question together and allow to collect data for CSAT afterwards.

The questions apply for all objects in a given category and the polls get created when the pages enter the category. This part right now is mostly hardcoded. In fact, it's even linked to the staging feature by using it as the base category.

I would propose the following changes:

Add a categId field to the question. Because the question entry is short, I see no problem in duplicating the question if a question affects multiple categories. Probably not a frequent case anyway.

When displaying the page, it would simply obtain the list of questions that apply for it from the categories, which are already loaded. Polls attached to the object would only be displayed if they are not related to a question for backward compatibility (not used on SUMO, I would guess).

Add a pollTemplateId to the question. It would represent the relationship better. Right now, a template poll with the same question id is looked up, creating a one to many relationship rather than many to 1.

Comment 25

[David Tenser [:djst]]

Morgamic, can you please advice?

Comment 26

[James Socol [:jsocol, :james]]

Just for posterity here, David and I also discussed implementing a CSAT (or somewhat friendlier-named) component that doesn't overlap with polls.

Comment 27

[James Socol [:jsocol, :james]]

What's the status here? Louis-Philippe? Anyone else? Bueller?

Comment 28

[Louis-Philippe Huberdeau]

Nothing moved on my side as there is no feedback.

Comment 29

[James Socol [:jsocol, :james]]

In comment 24, you seemed to have a pretty good start on an upstream implementation. Did that get into tiki's trunk?

Comment 30

[Louis-Philippe Huberdeau]

It was only a proposal. Nothing was done in trunk.

Comment 31

[Laura Thomson :laura]

LPH, can you explain why the implementation needs to change?  Marc and I were not clear.

Comment 32

[Louis-Philippe Huberdeau]

I'm trying to decouple the functionalities to make them usable. There are currently multiple dependencies with how SUMO is set-up. All the initialization of questions is also hard-coded, so can't be upstreamed directly.