[ https://issues.jboss.org/browse/JBDS-1505?page=com.atlassian.jira.plugin.... ] Max Rydahl Andersen updated JBDS-1505: -------------------------------------- Fix Version/s: 4.0.x LATER -- This message is automatically generated by JIRA. - For more information on JIRA, see: http://www.atlassian.com/software/jira

[ https://issues.jboss.org/browse/JBDS-1505?page=com.atlassian.jira.plugin.... ] Andrew Hecox edited comment on JBDS-1505 at 1/18/11 7:53 AM: ------------------------------------------------------------- sorry, poor distinction in the request: - In one case, the user is asking "I would like to open a support case with RHT" - In another case, the user is asking "Here's a problem, got any solutions?" I think the ideal workflow would be something integrated, like: 1. user clicks report a problem 2. user adds any notes, or attach any files for report 3. JBDS sends data to problem report API 4. API returns suggested articles, or a known bug, etc 5. JBDS displays results and asks user if they need additional help 6. if yes, JBDS uses create case functionality from JBDS-1504 I split the two out because we already have a case management API published, but a problem report API probably won't be public until Mar/Apr, and probably won't be available in-house until much before then. was (Author: ahecox): sorry, poor distinction in the request: - In one case, the user is asking "I could like a support case with RHT" - In another case, the user is asking "Here's a problem, got any solutions?" I think the ideal workflow would be something integrated, like: 1. user clicks report a problem 2. user adds any notes, or attach any files for report 3. JBDS sends data to problem report API 4. API returns suggested articles, or a known bug, etc 5. JBDS displays results and asks user if they need additional help 6. if yes, JBDS uses create case functionality from JBDS-1504 I split the two out because we already have a case management API published, but a problem report API probably won't be public until Mar/Apr, and probably won't be available in-house until much before then. -- This message is automatically generated by JIRA. - For more information on JIRA, see: http://www.atlassian.com/software/jira

[ https://issues.jboss.org/browse/JBDS-1505?page=com.atlassian.jira.plugin.... ] Andrew Hecox commented on JBDS-1505: ------------------------------------ I think Jira integration is a good idea, although not what I'm focusing on here. For people who are paying RHT for support, we want to be able to provide additional value; we're developing the problem reporting API to enable this, and are going to do a lot of work in-house on problem matching and associating solutions, using various in-house data sources, some of which only subscribers can access. I think a report a problem workflow in JBDS is a good way of delivering this value. If definitely needs to be auth'd though, good catch. -- This message is automatically generated by JIRA. - For more information on JIRA, see: http://www.atlassian.com/software/jira

[ https://issues.jboss.org/browse/JBDS-1505?page=com.atlassian.jira.plugin.... ] Andrew Hecox commented on JBDS-1505: ------------------------------------ hey Nick, the infrastructure isn't being added for this, it's existing or planned: we're using the infrastructure GSS uses to support our customers already. -- This message is automatically generated by JIRA. - For more information on JIRA, see: http://www.atlassian.com/software/jira