We are making modifications to the drupal.org/hosting page. This page lists hosts that either contribute code/documentation/support to the Drupal project or financially support the Drupal Association. It is a privileged area on drupal.org that is reserved for top-notch companies.

One of the requirements of being listed on this page is to provide excellent customer service. Many of those hosts already participate in the hosting-support forum but we'd like to make it easier for them to provide our community rocking customer service.

This request is to build a custom notification system that sends a notifications when a particular keyword is seen in the forum(s) a d.o member will be notified via email. This will allow hosts to stay on top of the issues posted and provide customer service directly on drupal.org.

This notification system could also be branched out to other notifications such as modules, usernames, etc. I assume we can latch onto our existing subscription system.

Comments

killes@www.drop.org’s picture

As much as I like to see my idea revived, I think that for this particular use case google alerts might be better suited.

dww’s picture

Yeah, I was thinking the same thing -- sounds a lot like what google alerts already provides, and then you can see whenever your company's name is referenced anywhere, not just on d.o. ;)

won't fix?

jredding’s picture

I agree that google analytics could be a good fit here but we do have an opportunity to kill two birds with one stone. I can get a company to fund this work.

dww’s picture

I don't see the two things this would solve. Can you explain?

And just because a company wants to fund it doesn't necessarily make it the right thing to do. If we have companies willing to invest in d.o improvements let's make an argument with them about the best bang for the buck and what the community most needs. To me, this issue doesn't qualify on either count. ;) But perhaps you've got more info and maybe I'd change my mind, so I'm open to hearing more.

Thanks,
-Derek

jredding’s picture

@dww ah. let me be clear. The company would fund *only* this issue. It's what they are interested in.

The two things this would solve.
1) Make it easier for hosting companies to provide support on d.o (driver)

2) @killes' earlier request to monitor issues/forums/etc. for certain keywords. an expansion of the subscription system

dww’s picture

Fair enough. Depending on how far reaching this is, it could potentially fill some other needs. I'm thinking of the ability to follow and get email notifications about topics (http://groups.drupal.org/node/144584 and http://groups.drupal.org/node/179394), etc.

However, my point is that if people want to fund things and "we" (the infra team, whatever) think there are more urgent or useful things to spend the money on, we shouldn't be shy or afraid to make the case about where we think the investment should go. I'm not saying I speak for the whole infra team here, or that this is necessarily the wrong thing to fund. But, it strikes me as something that will require a fair bit of work for limited value and for which alternative solutions already exist. Contrast that with some things I know are on various lists that simply can't be solved in other ways, etc. So, my attitude is that we should at least consider approaching the company willing to fund this and say, in effect:

"Yay, that's SUPER great that you want to fund improvements on Drupal.org! You're the cream of the crop of Drupal shops, and we love you. However, in this case, there's an alternative solution to scratch that particular itch and the infra team would recommend investing this money in X and Y instead, since those are even more critical barriers to effective collaboration and there's no way we can solve that without investing in our own infrastructure."

More or less. ;) I don't know exactly what X and Y should be, but I don't think we should just accept it at face value that the potential funding source for this is narrow-minded, will *only* fund this particular feature, and can't be reasoned with. Let's be willing to push back a little bit to maintain our priorities (which I admit are poorly defined at the moment) and ensure that if we're going to be investing in infra, it's going to really solve important problems that would otherwise languish and for which no alternative solution exists.

That said, this might be an okay thing to invest resources in solving, if we can leverage it to solve some other problems (and the funders are okay with that).

Okay, I'll shut up now. ;)

Cheers,
-Derek

webchick’s picture

We can always try, but typically companies are only interested in investing in things that have a direct ROI on their business. "Make the issue queue listings powered by Solr" might be a lovely improvement for the infra team and for performance of d.o, but it doesn't do diddly squat for Hosting Company A's bottom line, apart from maybe a mention somewhere in some front page post that's off the radar in a matter of hours.

I think funding those things is important, but I don't think "bait and switch" is the way to do it. We need a more sustainable model around it, and the DA is working hard on cracking that particular nut in 2012.

jredding’s picture

@dww I hear you. I always try to direct funds to where they are best needed. In this particular case though the company is isn't in this particular issue. They want a method to provide better customer service, in return for that they are willing to pay the Association for their name to be listed at /hosting. Those funds can then be used however we want.

At this point I'm not 100% positive this it the correct way to assist this company but I am looking at ways of increasing our sustained revenue from drupal.org so that we can distribute those funds to the features/functionality we need.

and if you haven't seen it: woot!
Submit and vote on your Drupal.org ideas!
http://groups.drupal.org/node/213898

So now I can help companies prioritize their funding on drupal.org improvements!

greggles’s picture

I think solr provides this already, more or less - http://drupal.org/search/apachesolr_search/bluehost?solrsort=created%20desc

We would then need an rss feed of that and they can hook up their favorite rss2email.

jredding’s picture

@greggles well there's an awesome idea. That seems simple n' easy and useful all around.

jredding’s picture

Issue summary: View changes

grammar errors, and minor modifications

mgifford’s picture

Version: 6.x-3.x-dev » 7.x-3.x-dev
Issue summary: View changes
Issue tags: +RSS

So with a discoverable RSS feed on the search page, we could call this issue fixed?