Community Service Desk/Contribution Board JIRA

Chatting with @teward, he had a pretty brilliant idea of creating a Community Service Desk using JIRA, similar to the Foundations Team. This way, community members could raise concerns, especially urgent ones, to a board that I and others (especially important when the community team is on the small side at present) could monitor to not only address issues, but let people know they’ve been received and acted on.

Also, this could be part of our better onboarding efforts, to make it easy for potential contributors to find areas of the project that especially need help and then take ownership, coordinate tasks, etc. And if you’re someone who is building up experience through open source communities for getting a new or better job, being able to use JIRA will definitely be useful.

So what features should the Community JIRA have? Should the Service Desk and Contribution sections be separate? What contribution areas would you like to see highlighted/supported? And would you like to be involved, and if so, how? Reply below, or if you’re reading this before the Community Office Hours on September 23, join us there to share your thoughts as well!

5 Likes

I’m screwing up my face and trying to understand the concerns and issues that a Community Service Desk would address. Looking forward to discussion during Office Hours.

  • NOT saying “bad idea”. AM saying “Huh? Need a bit more.”
  • Never used JIRA, nor seen it in use, though now I’ve looked it up.
2 Likes

I think @teward might be the better person to ask about using it as a way to raise concerns, especially when you aren’t sure who it should go to or it’s something that needs to be dealt with right away and it needs to go somewhere that has more eyes on it (aka not just me.)

The second use for JIRA is something I saw at OpenMRS, where their volunteer contributors use it to not only keep themselves organized and on task, but let potential contributors, especially ones who might not have much time and so want to focus on high priority/time limited tasks, know what needs doing and take ownership of it. TBH, this is why I am hoping we at least look at Confluence Wiki, because it integrates super well with JIRA and calendars in a way moin moin definitely does not. But yes, we can definitely have a longer chat about it today during office hours!

1 Like

Sounds like a great idea! JIRA might not be the right tool, it’s not the most friendly, while you and at least some people in proximity to the community at Canonical (@leiaru) have expertise, it might be hard to navigate for community people. But it’s a great idea, sort of like a suggestions box at a reception desk if I understand correctly? :blush:

1 Like

Haha, I just got your comment as I was meeting with @leiaru! Thank goodness for her! :raised_hands:

Whatever we use to help the community organize projects and tasks, and for new and existing contributors to find them, it needs to be user friendly. You are definitely right. While a Community Jira could integrate super well with the Community Team Jira (and other ones, like Desktop, etc.) that doesn’t seem to matter as much if it’s too hard for people to use. But whatever the community decides to use, we’ll support it - hosting the site, pointing people to things, etc! :muscle:

You know, you are ALWAYS welcome to pop into office hours to chat about this - though it’s totally understood if you want to keep enjoying your vacay! :sunglasses:

1 Like

After the Office Hours explanation, it’s a lot more clear. Thanks for spending some time in Office Hour (https://www.youtube.com/watch?v=xh3O8viwD4o) to go over the issues and goals.

2 Likes

Of course! And thanks for reminding me that the release is on a Thursday and turning office hours that week into a party! :tada:

1 Like

At the core, JIRA is an issue tracking system. Whether used for developers (like JIRA standard is) or as a help desk solution (JIRA Service Desk flavor of Jira), it’s an issue tracking system. Similar to how IS and the Mirrors teams use RT for tracking issues, discussions, etc. with issues brought up there, having a similar tracking system (that also permits internal notes to be posted without the public seeing them, for records tracking and such), would help to ‘triage’ the different issues brought to the Community Team.

An even more basic (and free!) solution to ticket tracking is the PHP / SMTP / IMAP integrated osTicket system - this I THINK has a Single Signon Integration plugin but I’ve not dug too deeply. It’s got a slight learning curve for the first uses/admin but it can easily be used to make a very simple tickets queue for tracking requests, issues, and such.

Hey Thomas! Sorry for the late reply, and thank you so much for your reply! While JIRA would be integrated with Canonical, and hence easier for the Community Team to integrate into their workflow, if it’s not user friendly for the community, then it completely defeats the purpose. If you (or anyone) has additional insights on osTicket once you get to fiddle with it, or other ticket tracking programs, we could certainly have some trial runs and see which one the community prefers.