Because my dreams are bursting at the seams... (androshd) wrote in suggestions,
Because my dreams are bursting at the seams...

Support Request Information Block Tool - On Demand

Support Request Information Block Tool - On Demand

Short, concise description of the idea
Create a tool which allows Support Volunteers to receive information which would normally be submitted with a logged-in user's Support Request when this information is not originally provided.

Full description of the idea
There are many times when users will submit support requests (especially in General/Unknown) or through support@ when they are not logged in to their LiveJournal account. Since valuable diagnostic information is submitted with each support request, this information being obtainable from the database in an "on-demand" fashion would be very helpful to get in needed sitatuions.

username: exampleusername
style: (S2) core: public, i18n: none, i18nc: none, layout: public, theme: public, user: custom,
userpics: 100 base + 20 loyalty = 120 userpics
sup enabled: no
email validated?yes
cluster: $CLUSTER; data version : 8
scheme: $SCHEME; language: en_LJ
underage? no

I would also suggest that a field be added to this tool, letting volunteers know if there is a secret question defined on the account.

An ordered list of benefits
  • The information can be used by senior support volunteers to quickly diagnose issues when this information is required, without having to "Comment back" to the user for the information.
  • It allows requests to be tailored appropriately, especially for lost password requests in knowing whether to leave an "e-mail only" answer or one with a "secret question" provision.
  • Tool could be customized to include information appropriate for the requestor's priv level (if necessary).
An ordered list of problems/issues involved
  • The information could be misused; to mitigate, restrict tool to certain priv level. My suggestion would be SH or above.
  • Database strain (I have no idea how intensive it would be to gather this data).
  • Wrong information being obtained if the user provides an incorrect username.
Tags: support, § no status
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