Canonical SSO provider

Provide a link on every page to the support form

Reported by Matt Griffin on 2010-06-17
18
This bug affects 2 people
Affects Status Importance Assigned to Milestone
Canonical SSO provider
High
Stuart Metcalfe
Canonical Salesforce
Medium
Henrik Nilsen Omma

Bug Description

Ubuntu SSO (and soon Launchpad login) has a support form at https://forms.canonical.com/sso-support/. This is currently only linked from https://login.ubuntu.com/+description but should be available on every page.

On pages stating that an e-mail with a confirmation-code has been sent to the user, this link can be incorporated as an additional troubleshooting bullet-point.

summary: - Provide a way to get Ubuntu SSO support
+ Provide a link on every page to the support form
description: updated
Changed in canonical-identity-provider:
status: New → Confirmed
importance: Undecided → Low
David Owen (dsowen) on 2010-07-08
description: updated
Joshua Hoover (joshuahoover) wrote :

This is really, really important for users. Ubuntu One gets some questions about logins that we can't support and no one seems to know how to get support for their Ubuntu SSO login because the support options are hidden. I'd suggest having a support link that clearly guides the users through the options. Something like: 1) FAQs (need to update these) - for self-help 2) Questions - for community support 3) Direct support from Canonical. Also, try to give the user some expectation on when they might get a response (from a human) if they go the direct support route.

Changed in canonical-identity-provider:
importance: Low → High
tags: added: sp-0.5
tags: added: proj-openit

Initially, let's add a link directly to our SSO support form: https://forms.canonical.com/sso-support/ which opens in a new window. The link should go next to the language picker link at the foot of the page (eg: "Choose your language | Support"). We should add a link to Launchpad Answers for SSO from that form, under "Other" as an additional step between picking "Other" and actually being able to make a support request from the form. Here's a proposed change to the support form:

[ Other ]

- Ubuntu SSO community support ------
| Before you make a new support request, please check our community support pages
| to see if there is already an answer to your problem.
-------------------------------------------------

[ ] I didn't find an answer to my problem and need to file a support request

{Form appears here when above box is checked}

Changed in canonical-identity-provider:
status: Confirmed → Triaged
Changed in canonical-salesforce:
status: New → Triaged
importance: Undecided → Medium
Henrik Nilsen Omma (henrik) wrote :

It's actually a bit messy with the way Formassembly currently works but I think with a slight modification to your suggestion it would work.

Basically we cannot make display of a section dependent on two questions at one, such as the dropdown AND checkbox. In this case 'Logging in' and 'Other' give you the option of filling in a form -- that works fine but if we add another conditional checkbox we can not use that to display the form for just the 'Other' category. I have tried creating a duplicate set of form fields in the past to get around this but that creates a different mess in the form of conflicting Salesforce sumbissions.

What I suggest is that we add the
"[ ] I didn't find an answer to my problem and need to file a support request"
checkbox to both the 'Logging in' and 'Other' sections and adjust the text to make it appropriate for both. That way we can trigger the (same) form fields on just that one question (which in turn only appears for two drop-down choices).

Changed in canonical-salesforce:
assignee: nobody → Henrik Nilsen Omma (henrik)
Changed in canonical-identity-provider:
assignee: nobody → Stuart Metcalfe (stuartmetcalfe)
status: Triaged → In Progress
milestone: none → 2-implementation

I've gone with "Choose your language | Login support" as just "Support" didn't look right and neither did a longer string.

Changed in canonical-identity-provider:
status: In Progress → Fix Committed
milestone: 2-implementation → 3-internal-qa
Dave Morley (davmor2) wrote :

Login support is very clear. The location stands out when you do a quick scan of the page. Passes on UEC

Changed in canonical-identity-provider:
milestone: 3-internal-qa → 4-staging
Julien Funk (jaboing) wrote :

Passes on Staging.

Changed in canonical-identity-provider:
milestone: 4-staging → 5-production
Dave Morley (davmor2) wrote :

This is present next to the language changer.

Changed in canonical-identity-provider:
milestone: 5-production → 2.10.0
Changed in canonical-identity-provider:
status: Fix Committed → Fix Released
Changed in canonical-salesforce:
status: Triaged → Fix Released
information type: Public → Private
William Grant (wgrant) on 2013-04-10
information type: Private → Public
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