Bug 492499
Summary: | Add a section on how to reach Support / GSS | ||||||
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Product: | [Community] Publican | Reporter: | Subhendu Ghosh <sghosh> | ||||
Component: | publican | Assignee: | Michael Hideo <mhideo> | ||||
Status: | CLOSED CURRENTRELEASE | QA Contact: | Joshua Wulf <jwulf> | ||||
Severity: | medium | Docs Contact: | |||||
Priority: | medium | ||||||
Version: | 2.0 | CC: | ghelleks, jfearn, lcarlon, mamburn, mmcallis, publican-list, sfolkwil, summer, sundaram, syeghiay | ||||
Target Milestone: | --- | Keywords: | Documentation | ||||
Target Release: | --- | ||||||
Hardware: | All | ||||||
OS: | Linux | ||||||
Whiteboard: | |||||||
Fixed In Version: | 1.2 | Doc Type: | Bug Fix | ||||
Doc Text: | Story Points: | --- | |||||
Clone Of: | Environment: | ||||||
Last Closed: | 2010-03-01 00:30:17 UTC | Type: | --- | ||||
Regression: | --- | Mount Type: | --- | ||||
Documentation: | --- | CRM: | |||||
Verified Versions: | Category: | --- | |||||
oVirt Team: | --- | RHEL 7.3 requirements from Atomic Host: | |||||
Cloudforms Team: | --- | Target Upstream Version: | |||||
Embargoed: | |||||||
Attachments: |
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Description
Subhendu Ghosh
2009-03-27 01:40:49 UTC
It sounds to me like we should just include a link to the welcome kit in the docs. I'm hesitant to put any actual content in the docs because going forward we want to have content only in one place to avoid having to update multiple documents and risk having different documents that say different things. The details of the welcome kit project are here: https://docspace.corp.redhat.com/clearspace/docs/DOC-18200 We don't yet know what the url will be, but I imagine it will be someting like http://redhat.com/start Or... We could just link to the http://support.redhat.com site, which will be re-designed this year to be much more user friendly and will also point to the welcome kit. This is a great idea, but the issue is broader that just the Installation Guide. Other documentation could benefit from this as well. We could add a "To get more help" text to our Publican templates, to be included as a standard element in the Preface of our books. For example, the Red Hat brand version could point to GSS, the Fedora brand version could point to http://fedoraforum.org/, and the JBoss brand version could point both to GSS and to http://www.jboss.org/community/index.jspa I'm happy to work up the required text. You could change Feedback.xml title to be "Contact and Feedback" or similar and add this section to that file. This way you don't have to go back and modify all the existing books and the next time they are rebuilt they get this section. Cheers, Jeff. Created attachment 356799 [details]
Proposed text for section in multiple brands
Although I like the simplicity of grouping "Getting Help" together with "Feedback", I think these are two quite different concepts which ideally should be presented in their own sections. I'd suggest that a logical spot would be between "Document Conventions" and "Feedback". Sure, a little more work in the short term, but better information layout in the long term.
The attached archive contains proposed "Getting Help" sections for the Fedora, JBoss, oVirt, and RedHat brands, plus boilerplate text for "common"
(In reply to comment #6) > Created an attachment (id=356799) [details] > Proposed text for section in multiple brands > > Although I like the simplicity of grouping "Getting Help" together with > "Feedback", I think these are two quite different concepts which ideally should > be presented in their own sections. I'd suggest that a logical spot would be > between "Document Conventions" and "Feedback". Sure, a little more work in the > short term, but better information layout in the long term. > > The attached archive contains proposed "Getting Help" sections for the Fedora, > JBoss, oVirt, and RedHat brands, plus boilerplate text for "common" What is the reason to put this in the common or community brands? It has never been requested and in fact people have complained about the fact that the feedback page works like this. Doubling the burden will require a compelling reason. I agree with Sam's comments: https://bugzilla.redhat.com/show_bug.cgi?id=492499#c1 I agree with the suggestion that we should perhaps add a pointed within our documentation to support information. Welcome Kits, Getting Started Guides, etc. will continue to evolve as the online experience and needs of the customer evolves, so I'm hesitant to recommend any coupling to changing knowledge and product documentation. Consequently, it might be most appropriate to simply provide the primary support entry point, which currently is "support.redhat.com". My expectation is that the coming support portal will leverage the same URL; so as long as we reference this URL, the content should remain relevant. The Fedora branded one should link to http://fedoraproject.org/wiki/Communicating_and_getting_help Just a quick confirmation that docs should point to http://support.redhat.com Anything we change will be linked and/or redirected from that point. This request was evaluated by Red Hat Product Management for inclusion, but this component is not scheduled to be updated in the current Red Hat Enterprise Linux release. If you would like this request to be reviewed for the next minor release, ask your support representative to set the next rhel-x.y flag to "?". (In reply to comment #10) > Just a quick confirmation that docs should point to > > http://support.redhat.com So, does this wording work for you Summer? =========================================== Do You Need Help? If you experience difficulty with a procedure described in this documentation, you can find help in the following ways: Red Hat Global Support Services Your Red Hat subscription entitles you to support from Red Hat Global Support Services (GSS). Visit http://support.redhat.com for more information about obtaining help from GSS. Other Red Hat documentation Access other Red Hat documentation at http://www.redhat.com/docs Red Hat electronic mailing lists Red Hat hosts a large number of electronic mailing lists for discussion about Red Hat software and technology. You can find a list of publicly available lists at https://www.redhat.com/mailman/listinfo. Click on the name of the list for more details of subscribing to the list or to access the list archives. Red Hat Knowledgebase Visit the Red Hat Knowledgebase at http://kbase.redhat.com to search or browse through technical support articles about Red Hat products. Can we move the order to be 1) Kbase 2) Support 3) Other Docs 4) Lists The kbase is really the most efficient way to go, as most support questions are already lodged there. This is a good opportunity to drive traffic to a lower cost option. The lists are not monitored by RHT, which is why I have them last. I would put other docs before support, but the person is already in the docs so they clearly know about the docs. I agree, Sam. So that makes the wording... =========================================== Do You Need Help? If you experience difficulty with a procedure described in this documentation, you can find help in the following ways: Red Hat Knowledgebase Visit the Red Hat Knowledgebase at http://kbase.redhat.com to search or browse through technical support articles about Red Hat products. Red Hat Global Support Services Your Red Hat subscription entitles you to support from Red Hat Global Support Services (GSS). Visit http://support.redhat.com for more information about obtaining help from GSS. Other Red Hat documentation Access other Red Hat documentation at http://www.redhat.com/docs Red Hat electronic mailing lists Red Hat hosts a large number of electronic mailing lists for discussion about Red Hat software and technology. You can find a list of publicly available lists at https://www.redhat.com/mailman/listinfo. Click on the name of the list for more details of subscribing to the list or to access the list archives. Thanks Sam, thanks Summer. I've added this section to the Red Hat brand for Publican, so it will start appearing in our books shortly, as writers rebuild them. Cheers Ruediger |