[wp-forums] Doing it for free. - the people(2)

[TechGnome]

I was too.... I was thinking that the system would be something like the 
Bug Traq. Users can report their request, and there would be an area 
where installers can see the queue. For the user, they would be able to 
see how high up in the queue they are. I think that some basic info 
could be collected: the url for the site, the host, what kind of control 
panel do they have (I haven't a clue as to how CPanel works, but I have 
worked with HSphere and 1&1's panels), forum user name, real name, etc 
(non sensitive info - ie, no passwords or logins - IMHO that stuff 
should NEVER be in the database, avoids security issues should something 
happen). The pin can be a random autogenerated 4 digit (at least) 
number, some kind of GUID, or let the user pick their own "codeword" (or 
number, or what ever). *Afterthought: the user should also have a way to 
cancel the request. Maybe they figured it out on their own, or they are 
moving hosts, or maybe even giving up on bloging.* *Another thought, 
after installation, moving a blog from host a to host b is the second 
biggest request I keep seeing that people have problems with. Has any 
thought been given to adding that as a service as well?*

When the installer logs in, they get to see the full and complete list, 
sorted in order of entry. The question at this point, is do we allow the 
installers to pick which ticket they pick up, or is it a "take what's 
next in the list situation." Taking what's next is the fairest thing to 
do, but at the same time, the installer should have some kind of 
familiarity with the control panel that's going to be accessed. And I 
don't want to end up in a Taming of the Shrew kind of situation (if that 
makes any kind of sense). Then again, how hard can it really be to 
figure these panel systems out?

The login info should not be released until the installer contacts the 
user, verifies that they still want the work done, as well as the work 
to be done, and all previous data entered into the system. Once the user 
sends the necessary login info back to the installer, that will be 
considered the green light to go forward with the work.

After it's done, an email is sent by the installer to the user. The 
installer then marks the item as complete in the tracker. That takes 
that item out of the queue completely and everyone moves up a position.

As a side note, I was thinking that when the installer marks the item 
done, an auto email could be sent to the user, thanking them, reminding 
them that they should change passwords, giving them some links to 
helpful places (forums, podz's site, the codex, etc) and possibly a link 
to an online feedback survey (optional) asking them about their 
experience, etc.

And yes, it seems like I have given this a lot of thought, haven't I? 
Problem is, I've got the ideas, just not the know-how to put the theory 
into practice.

-tg


Petit wrote:
> Podz wrote:
>
>> TechGnome wrote:
>>
>>> I just kinda assumed it would work like this:
>>> User hits site and enters info. Pin is generated and shown to the user.
>>> The install request goes into the queue.
>>> When an installer has time, they login to the site, and look to see 
>>> what's next in the queue.
>>> They assign the next 1 (or two or three if they have time) to 
>>> themselves and send a message to the user, giving an intro, 
>>> including the pin, and asking for any further details if needed. The 
>>> user should then respond with some kind of OK, that the installer 
>>> has permissions to login to their site.
>>> The installer dials in as needed and performs necessary work.
>>> Once done, the installer emails the user with all the applicable 
>>> info (admin login and all that). The installer then goes back to the 
>>> install site, and marks that ticket as closed.
>>> Repeat with next request.
>>>
>>> Or do I have the wrong impression?
>>
>>
>> You've got it right as far as I can see :)
>> How do we generate the PIN?
>> Do we ask for login details at that point or when the installer 
>> contacts them?
>> If we have a queue ..... how do we make one?
>>
>> P.
>
> I was under the strong impression that Kaf knew hoe to set up a system 
> for this,
> See http://comox.textdrive.com/pipermail/wp-forums/2006-April/002225.html
> and the rest of the discussion in April about "complex".
> Using WP if I remember correctly.
> ( don't have the time to scan that now, mailbox destroyed 8-\)
> /Petit
>
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