HELPDESKr: IMPROVE CLIENT RELATIONSHIPS AND MAINTAINER EXPERIENCES - - PowerPoint PPT Presentation

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HELPDESKr: IMPROVE CLIENT RELATIONSHIPS AND MAINTAINER EXPERIENCES - - PowerPoint PPT Presentation

Jan 01, 2023 301 likes •643 views

HELPDESKr: IMPROVE CLIENT RELATIONSHIPS AND MAINTAINER EXPERIENCES Stephen Barker, Digital Frontiers Media 1 The Problem Site Managers dont always describe problems adequately Responsive theme bugs may change at different widths

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HELPDESKr: IMPROVE CLIENT RELATIONSHIPS AND MAINTAINER EXPERIENCES

Stephen Barker, Digital Frontiers Media

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The Problem

Site Managers don’t always describe problems adequately Responsive theme bugs may change at different widths Screenshots are sometimes resized for email Sometimes reproducing an issue requires knowing what the previous step was before an error Sometimes device width is mistakenly interchanged with window width Sometimes client screen color depth causes visibility issues When using geotargeting, bugs may be particular to a particular location/ region Sometimes things appear different depending on OS/version Sometimes a bug is only present with a particular version of a plugin Sometimes something doesn’t work as expected because the browser used simply doesn’t support the expectation but it’s not obvious based on Browser/ version

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feedback.js https://experiments.hertzen.com/jsfeedback/index.html

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html2canvas https://html2canvas.hertzen.com/

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feedback.js https://experiments.hertzen.com/jsfeedback/index.html

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Live Feedback Module https://www.drupal.org/project/livefeedback

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Live Feedback Module https://www.drupal.org/project/livefeedback

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Live Feedback Module https://www.drupal.org/project/livefeedback

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Feedback Collect Module https://www.drupal.org/project/feedback_collect

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Feedback Collect Module https://www.drupal.org/project/feedback_collect

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Feedback Collect Module https://www.drupal.org/project/feedback_collect

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Feedback Collect Module https://www.drupal.org/project/feedback_collect

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Feedback Reloaded Module https://www.drupal.org/project/feedback_reloaded

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Feedback Reloaded Module https://www.drupal.org/project/feedback_reloaded

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Feedback Module https://www.drupal.org/project/feedback

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Multiple Options

feedback.js library - uses html2canvas; sends description and screenshot via POST. Live Feedback module - Nearly straight implementation of feedback.js with some user agent info thrown in. No official release. Feedback Collect module - More control over button placement, ability to attach files, creates a node record, adds browser/OS info but that’s it. Very promising but didn’t exist when HelpDesk was started. Feedback Reloaded module - Creates an entity record, and provides “sticky notes” for screenshots, but provides no technical info. Over 10 times more users than previous 2 module options. Feedback module - Doesn’t incorporate screenshot (Feature Request > 3 years old [#1820492]) and no technical info but is used by over 100 times more users than the other options (Feedback Reloaded excepted).

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HelpDeskr Module https://www.drupal.org/sandbox/digitalfrontiersmedia/2666316

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Dependencies

Feedback Reloaded (https://www.drupal.org/project/ feedback_reloaded) - Provides fieldable feedback entities and annotated screenshots (via html2canvas or java applet). Web Service Clients (https://www.drupal.org/project/clients) - Provides a REST method for creating issue reports on Open Atrium 1.x sites. Rules (https://www.drupal.org/project/rules) - Provides a user configurable method of controlling how the systems interact. Drupal Core's Help module - Provides a logical and consistent menu location for initiating reports (recommended to be used with Administration Menu, https://www.drupal.org/project/ admin_menu).

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For Site Managers

Allows managers to create a screenshot of the page where an issue occurred at the very time of occurrence. Allows managers to highlight issues on the page. Allows managers to black out anything they do not want to appear in a report/screenshot for this issue. Allows managers to add "sticky notes" to annotate their screenshot for further issue clarification. Provides a descriptive title of the issue being reported. Provides a description field to add more detailed information about the error/issue in question. Upon submission, provides a confirmation message that the issue was reported to developer(s).

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For Developers

Sends report via email or Open Atrium 1.x. Links to the screenshot created by the client (stored on the originating site). Links to the user that submitted the report. Links to the page on the site where the issue occurred. Links to the page just PRIOR to the page on which the issue was observed (Referrer info so developer has a hint of any preceding steps that occurred). Supplies contextual technical information from the incident: Browser/OS info (including version, via WhichBrowser) Screen Dimensions Window Dimensions Screen Density Screen Color Depth Cookies support Plugins installed and running (including version) Latitude - Longitude Supported Browser Features (via Modernizr) Allows Developer to configure which Group and Project a report should be posted under in Open Atrium.

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Services-d6 Sandbox Module https://www.drupal.org/sandbox/NadimBak/2022341

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HelpDeskr configuration

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Clients configuration

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Clients configuration (cont.)

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Rules configuration

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Rules configuration (cont.)

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Site Manager Documentation

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Atrium Case Posting

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Atrium Case Posting (cont.)

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Results

We’ve been able to solve problems faster with less hassling of the client for additional details Clients have reported liking the system and do not see the reporting of issues to be a daunting task or chore

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Issues/Questions

Add reported page’s HTML as attachment (with absolute URL substitution) Open Atrium 2.x support Chosen module dependencies appear to not have much of a maintenance future. To support/update for use on Drupal 8 sites, it will require multiple module upgrades. Possible security issue Too many (4) similar feedback modules is causing confusion, duplication of effort, and a real need for merging Change project machine name in code

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Thank you to our clients who partnered with us to originally pioneer this system to make our relationship even better:

https://www.virtualveincenter.com http://www.carpediemguesthouse.com http://www.johncannonhomes.com http://www.willissmith.com http://www.cslcpa.com

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Stephen Barker, President

stephen@digitalfrontiersmedia.com https://twitter.com/DigitalFrontier

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