Diagnostic Report

From Freespire

Diagnostic Report Wizard (DRW)

Contents 1 Purpose: 2 Background: 3 Target: 4 Solution: 4.1 Diagnostic Report Wizard (DRW)

Purpose:

Modify Diagnostic Report as the primary tool for creating incidents into the Customer Relation Management software.

Background:

The web site is currently the primary tool used to create incidents, but tends to lack details required to resolve many issues. The Diagnostic Report provides the required details, but doesn't categorize incidents and would be better wizard based.

Target:

Freespire 2.0

Solution:

Use the Diagnostic Report wizard (DRW) as the primary technical support reporting path (a web site interface will still be required for Customer Support and installation issues). Following provided:

• When an error occurs - in association with KDE crash-handler start the DRW to report the failure with machine specific information. When a failure occurs during a CNR install, the DRW opens to document and transmit the failure.
• User initialized - opens the DRW allowing the customer to submit the incident.

OS Specific - DRW will recognize the version of the OS installed and allow the submission of a report (i.e. Freespire) or the Creation of an Incident (for Linspire versions). Note: an incident should be optional for Linspire customers.

Diagnostic Report Wizard (DRW)

Note: level of detail required for pull-down???

1. Pre-populates machine name and Full Name from account User Properties.
2. Requires the entry of an e-mail address.
3. Pre-populates Product OS distribution, release and version (allows a pull-down choice of Repository for CNR issues or Services for those issues)
4. Pull-down Categories dependent on Product information:
   • Linspire: versions supported
     • Hardware Compatibility
       • Video Issue
       • Sound Issue
       • Networking Issue
         • Wireless Issue
         • Modem Issue
       • Printer / Scanner
     • Boot Manager: Grub
     • Booting Issue
       • Dual-boot
     • Included Applications
       • Browser/Email
       • Web Authoring (Nvu)
       • Lapps (Lsongs, Lphoto)
   • Repositories:
     • Free CNR repository
     • APT repository (no incident created)
     • CNB repository
       • Product Download/Install
   • Freespire: included versions (no incident created)
   • Services
     • CNR Premuim
     • VirusSafe
     • SurfSafe
     • Lassist
     • deviantART
     • FreeLinuxEmail
5. Subject of Incident (pre-populated from previous information)
6. Comments: (includes pop-up box with: Please be as complete and concise as possible. Include steps to duplicate the issue, and where possible copy and paste relevant error messages.)
7. Attach Documentation: (allows the attachment of relevant documentation to supplement the report)