Support Packet Generation

Target release	Q3 2020
Epic	https://mattermost.atlassian.net/browse/MM-30611
Edition	E10 & E20
Document status	50%

Document owner	Dennis Kittrell (Deactivated)
Designer	Michael Gamble (Deactivated)
Tech lead	Scott Bishel
Technical writers
QA
OKR
ProductBoard	Product Board Link
Design Spec	<pending>
Technical Spec
Test Plan	<pending>

Objective

Create an in-product “Request Support” button, which will provide information to our support teams about the customer’s deployment and log files. This will help to reduce time to close customer support issues and inquiries by reducing the time needed to collect information regarding a customers’ deployment.

Background

This is a long requested by Mattermost’s Technical Support team and has resurfaced in the technical escalations working group.

Success metrics

Goal	Metric

User Scenarios

Customer can request support from in-product
Support receives additional deployment information, configurations and server logs from customer
Integration with Zendesk via email

Assumptions

Phases & Milestones

Design

Develop

QA

Launch

iOS App

Android

Areas Touched

System Console UI

Requirements

	Requirement	Importance	Mobile Ticket
1	Add a “Download Support Packet” button to allow customers to generate the support packet.	HIGH	N/A
2	When packet generation is initiated, several tests will be performed and results from those tests will be included in the downloaded support packet. Tests performed: Connection to Database Connection to LDAP or SAML system (if configured) If either test fails alert Customer on screen	HIGH	N/A
3	Information collection (collected from system admin when support packet is requested): After pressing the button a modal is presented allowing the customer to add more information: Text: Please describe the issue you are experiencing in detail. This information will be included in the downloaded support packet. Description of the issue - `Text Area` Users affected and % of productivity affected - `Numeric Text Field` Steps to reproduce issue - `Text Area` Mattermost Component: WebApp, Desktop App, Mobile App, Command Line, Authentication, Other - `Dropdown` Description of your Environment (Windows, MacOS, Linux, other. High Availability) - `Text Area` Database type: MySql, Postgres, ElasticSearch, other (describe) - `Dropdown & Text Field` Database version - `Text Field`	MEDIUM	N/A
4	All of the below data should be included in the downloaded support packet Site Name Edition [ie: Enterprise Edition E10] Number of users Mattermost version License issued Start date of license Expiry date of license Build Hashes Username / Email of person that initiated the support packet download Test results Data from information collection form Issue Description Steps to Reproduce Mattermost Component Environment Database Type Attachments Log File Config.json (passwords scrubbed)
5	Telemetry	LOW	N/A
6			N/A

Open Questions

Question	Answer	Date Answered