[Info-ingres] Gripe on support website.

[Paul White]

I agree Marty.

The support call entry page is not user friendly for first time 
visitors.  There are some good features (supplied by Salesforce) but the 
work flow is difficult and the inconsistencies are a PITA.

I have sent feedback and have seen some improvements in the last 2 
years.  It is worth raising a support call :-)  Salesforce is highly 
configurable and it is possible to improve and simplify workflows.  Here 
are my beefs:

Slow.  Displaying a page generates lots of download.  On my smoke signal 
4G carrier each page refresh takes far too long to load especially if 
there is an easterly wind.  Logging in and navigating to My Cases page 
uses over 50MB of resources, downloading about 20MB each time - for some 
reason the design is not able to cache everything.  There are a bunch of 
scripts which slow the process.  On a good day it takes about 2 minutes 
to complete this sequence.

https://communities.actian.com/s/  16.6MB
Login.  About 4MB then a redirect and another 4MB
Logged in, back to communities. 18MB
My Cases 8MB
Create new case 5MB

Initial Support portal login prompt does not give you indication if 
username/password is wrong or if it is just slow to respond.

Logging a new call is not too difficult.  There is inconsistency in the 
order of the fields affecting workflow. You have to select TopLevel 
Product, Release then back up two fields to access Operating System and 
Component. There is no indicator to show Component is optional.

In the My Cases page, case comment popups appear when the cursor brushes 
past a case description, sometimes the popup does not disappear. this 
slows down navigation.

Pain entering a comment on comment and receiving "Comments are not 
permitted on internal status posts" when you submit.

Pain if your login session expires but nothing on the screen indicates a 
problem.  Post a comment and get "You do not have permission to do this".

Pain placing too many characters in comment.  There needs to be real 
time indicator showing characters entered/remaining.

The blue Post label has a URL trigger point Javascript.void() which 
looks inviting - but does nothing.

There are inconsistencies in the display around the "Share an update" 
message, which is initially a click point. It is displayed centre, then 
left then not displayed. The Share button is initially green and 
clickable, after click "Share an update" the Share button changes to grey.

Click on "Share an update" the entire page refreshes and autoscrolls to 
display just one line of the entry field. You have to manually scroll 
down to see the whole entryfield with the Share button.

After entering comment and clicking Share, there is no feedback message 
to say comment updated successfully, eventually the screen refreshes and 
autoscrolls.  You have to manually scroll to find your comment which 
could be partly hidden.

Inconsistency in wording and display handling of the the comment posting 
buttons "Comment" and "Share".

Adding a comment to a comment does not change case status from Pending 
Customer to Review.

Copy text from a comment (just in case the update fails), then paste it 
back introduces a bunch of unwanted newlines.

Browser text search does not find comments unless they are expanded. I 
need to scroll down to activate "Expand Post" and "More comments" every 
comment manually.  Needs a case comments search button.

The drop down widget to the right gives you "Delete, Bookmark, Edit 
topics, Flag".   Edit topics look promising but fails "You can't add new 
topics, so select existing topics for your post"

Paul


On 22/02/2022 12:30 am, Martin Bowes wrote:
> It's cluttered, seriously fugly to look at, and there seems to be about a thousand places you can enter a comment ...most of which do not allow the user to enter a comment, but you don't find that out until you hit the enter button.
>
> Marty
>
> -----Original Message-----
> From: Roy Hann <roy.hann at rationalcommerce.com>
> Sent: 21 February 2022 14:24
> To: Martin Bowes <martin.bowes at ndph.ox.ac.uk>; info-ingres at lists.planetingres.org
> Subject: Re: [Info-ingres] Gripe on support website.
>
> I am sure Pam Fowler would be interested in constructive feedback.
>
> Roy
>
> Monday, February 21, 2022, 12:09:19 PM, you wrote:
>
>> Is it just me or does the support web site suck?
>>   
>> Trying to work out what bit goes where so I can leave a friggen
>> comment has become a work of art.
>>
>> Marty
> _______________________________________________
> Info-ingres mailing list
> Info-ingres at lists.planetingres.org
> https://lists.planetingres.org/mailman/listinfo/info-ingres

-- 
Paul White<br>
Shift Seven Solutions<br>
<b>m: 0414681799</b><br>
p: 0754482137<br>
e: paul.white at shift7solutions.com.au<br>
w: https://www.shift7solutions.com.au<br>
International: +61414681799<br>