TS Tickets Survey - Revision history

Bkoenig at 22:16, 20 January 2012

2012-01-20T22:16:24Z

Bkoenig at 22:02, 20 January 2012

2012-01-20T22:02:45Z

Bkoenig: Add Conclusion

2012-01-20T22:00:49Z

Add Conclusion

Bkoenig at 03:46, 22 December 2011

2011-12-22T03:46:51Z

Greekgifted: moved User:Greekgifted/02 to TS Tickets Survey

2011-12-09T19:42:03Z

moved User:Greekgifted/02 to TS Tickets Survey

Greekgifted at 19:40, 9 December 2011

2011-12-09T19:40:59Z

Greekgifted: moved User:Greekgifted to User:Greekgifted/02

2011-12-09T19:38:27Z

moved User:Greekgifted to User:Greekgifted/02

Greekgifted: Created page with "Results of broad searches through tech support RT to see the relationships between what we deal with. '''Very Rough searches, can be easily tweaked but these will give us an ov…"

2011-12-09T19:36:00Z

Created page with "Results of broad searches through tech support RT to see the relationships between what we deal with. '''Very Rough searches, can be easily tweaked but these will give us an ov…"

New page

Results of broad searches through tech support RT to see the relationships between what we deal with.

'''Very Rough searches, can be easily tweaked but these will give us an overview. Searches also cover all tickets in the Tech Support queue (7 years worth)'''

== Graphics and Video related issues ==

''Search titles of tickets for one or more of the following terms:''
video
graphics
display
screen
monitor

413 tickets

== Internet/network ==
''Search terms:''
internet
network
modem
connection

'''538 Tickets'''

== User Interface ==
''Terms:''
panel
interface
cursor
key
keyboard
mouse

'''165 Tickets'''

134 without the word key, which may have brought in some other tickets

== Boot/Startup ==
''Terms:''
boot

'''336 Tickets'''
This one is a little iffy because some refer to booting up the bios, others to starting ubuntu, and it looks like more yet to just starting the interface.

All to give us a very rough idea of what we deal with, with more specific search parameters I think we could find more. This obviously doesn't represent all 7000+ tickets

@@ Line 74: / Line 74: @@
 Simple, usable GUI's for printer and sound setup. Maybe we can cut down on the number of people who need to come in just because their sound is muted
+I don't know if theres something we can do on the Distro side to ease the flood of hard drive failures. Maybe a newer Distro won't lose track of the filesystem so often and need fsck to boot.
 [[Category:Distro]]

@@ Line 68: / Line 68: @@
 Simply configured panel, meaning the method of configuration is somewhat simple. GNOME and gconf have proven that they cannot provide consistent results, resulting in panel misconfiguration and sometimes a confused/broken desktop. Maybe another GNOME distro would be better? Does KDE have similar problems? I think this is big issue because it is EXTREMELY frustrating to have to bring your computer in or call for something that really should never happen. I know I always hate it when my panel disappears.
-Maybe an easy way of dealing with video drivers? And not just for us. Sometimes the user wants to install a newer dedicated card and in the process of trying to get it to work breaks all those X packages. I know some distros do a better job than others at detecting which drivers your card needs. I actually found that out from Ubuntu 11.10, I ran the updater and it automatically grabbed the correct recent nVIDIA driver for a current generation card. It was kinda nice not having to do anything....
+Maybe an easy way of dealing with video drivers? And not just for us. Sometimes the user wants to install a newer dedicated card and in the process of trying to get it to work breaks all those X packages, making our job harder. I know some distros do a better job than others at detecting which drivers your card needs. I actually found that out from Ubuntu 11.10, I ran the updater and it automatically grabbed the correct recent nVIDIA driver for a current generation card. It was kinda nice not having to do anything....
 Get a kernel with solid support for the wireless cards, unless we want to tell people clearly NOT TO GET USB ADAPTERS.

← Older revision		Revision as of 22:00, 20 January 2012
Line 42:		Line 42:

	This search found 727 tickets out of all 2174 since August 2010. The others may be the result of not enough information on ticket creation or poor naming of the ticket, or even unique problems that I haven't found a way to locate yet		This search found 727 tickets out of all 2174 since August 2010. The others may be the result of not enough information on ticket creation or poor naming of the ticket, or even unique problems that I haven't found a way to locate yet
		+
		+
		+	== Final Conclusion ==
		+
		+	''I'm going to give this in Human readable form because theres a lot of raw data that would really be a pain to read through''
		+
		+	'''Most Common Issues'''
		+
		+	Intel graphics chips, when a problem, are a HUGE problem (i8XX bugs), but generally they work well enough for basic usage. Other than that for video problems drivers related problems are big, and are mostly easily solved (update xorg.conf, or install/reinstall open/proprietary drivers).
		+	Many tickets labeled as video problems seem to really be ram problems. Replacing or re-seating the RAM then causes the computer to boot just fine.
		+
		+	For desktop interaction the only major issues are keyboard and panel related. Especially for laptops keyboard pose problems with sticky keys and hardware faults, but overall there are a some times that software plays a role in GNOME. The GNOME panel also frequently becomes unusable from either user config error or gconf errors. Either way resetting it to default is quick and easy.
		+
		+	Hard drives are the root of boot errors. I would say half of those errors can be solved with a quick fsck on the root partition while the rest are critical drive failures.
		+
		+	Sound issues are minor, install hardware or make simple adjustments (In my experience here and elsewhere, Ubuntu 10.04 makes it very hard and confusing to change basic sound settings, even for me. That negates the fact that it does have a lot of easily accessible options).
		+
		+	For networking, the Network Manager is really getting in our way. It refuses to show up, and apparently is confusing for our users to use. Many times all it takes to finish the ticket is changing a simple setting.
		+	For Wifi, vast majority is hardware install. Dedicated PCI cards are not a problem, but USB adapters are difficult to deal with and slow to move through.
		+
		+	Printers pop up all the time, old ones (like parallel port ones) usually work without a problem. Newer Brother's and HP's just need the driver installed and then they are happy.
		+
		+	''' And here it is, my suggestions for things to look at in a new Distro '''
		+
		+	Simply configured panel, meaning the method of configuration is somewhat simple. GNOME and gconf have proven that they cannot provide consistent results, resulting in panel misconfiguration and sometimes a confused/broken desktop. Maybe another GNOME distro would be better? Does KDE have similar problems? I think this is big issue because it is EXTREMELY frustrating to have to bring your computer in or call for something that really should never happen. I know I always hate it when my panel disappears.
		+
		+	Maybe an easy way of dealing with video drivers? And not just for us. Sometimes the user wants to install a newer dedicated card and in the process of trying to get it to work breaks all those X packages. I know some distros do a better job than others at detecting which drivers your card needs. I actually found that out from Ubuntu 11.10, I ran the updater and it automatically grabbed the correct recent nVIDIA driver for a current generation card. It was kinda nice not having to do anything....
		+
		+	Get a kernel with solid support for the wireless cards, unless we want to tell people clearly NOT TO GET USB ADAPTERS.
		+
		+	Simple, usable GUI's for printer and sound setup. Maybe we can cut down on the number of people who need to come in just because their sound is muted
		+
		+

	[[Category:Distro]]		[[Category:Distro]]

← Older revision		Revision as of 19:40, 9 December 2011
Line 50:		Line 50:

	All to give us a very rough idea of what we deal with, with more specific search parameters I think we could find more. This obviously doesn't represent all 7000+ tickets		All to give us a very rough idea of what we deal with, with more specific search parameters I think we could find more. This obviously doesn't represent all 7000+ tickets
		+
		+	[[Category:Distro]]

@@ Line 1: / Line 1: @@
 Results of broad searches through tech support RT to see the relationships between what we deal with.
-'''Very Rough searches, can be easily tweaked but these will give us an overview. Searches also cover all tickets in the Tech Support queue (7 years worth)'''
+'''Very rough searches so far, can be easily tweaked but these will give us an overview.'''
-== Graphics and Video related issues ==
+''video, graphics, display, screen, monitor''
 tickets
-== Internet/network ==
+''panel, interface, cursor, key, keyboard, mouse''
-''Search terms:''
+Tickets
-internet
+without the word key, which may have brought in some other tickets
-== User Interface ==
+== Since August 1st, 2010 ==
-''Terms:''
+Search terms and resulting number of issues in the Tech Support queue
-'''165 Tickets'''
+''video, graphic, display, screen, monitor:''
+tickets
-== Boot/Startup ==
+''panel, interface, cursor, key, mouse:''
-''Terms:''
-'''336 Tickets'''
+''boot:''
-This one is a little iffy because some refer to booting up the bios, others to starting ubuntu, and it looks like more yet to just starting the interface.
+, could represent any number of issues that happen between pressing the power button and logging in.
-All to give us a very rough idea of what we deal with, with more specific search parameters I think we could find more. This obviously doesn't represent all 7000+ tickets
+This search found 727 tickets out of all 2174 since August 2010. The others may be the result of not enough information on ticket creation or poor naming of the ticket, or even unique problems that I haven't found a way to locate yet
 [[Category:Distro]]

← Older revision	Revision as of 19:42, 9 December 2011
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← Older revision	Revision as of 19:38, 9 December 2011
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