Commit 5785bcd8 authored by Ulrike Uhlig's avatar Ulrike Uhlig
Browse files

Merge branch 'master' of webmasters.boum.org:wiki

parents 54a1422d f5bbfcb4
......@@ -647,7 +647,7 @@ namespace :basebox do
boxes.sort! { |a, b| basebox_date(a) <=> basebox_date(b) }
boxes.pop
boxes.each do |box|
if basebox_date(box) < Date.today - 365.0/3.0
if basebox_date(box) < Date.today - 365.0/2.0
clean_up_basebox(box)
end
end
......
[[!meta title="Request tracker (RT) for help desk"]]
[[!meta title="Request tracker for help desk"]]
We want a tool that allows our help desk to
===========================================
Having a request tracker powering our help desk will be key to fulfilling their
[[updated mission|contribute/working_together/roles/help_desk]]:
**Gather qualitative and quantitative data to understand better our users and
prioritize our work.**
Requirements
============
MUST
----
- Track easily what's been done and what's left from previous shifts:
- Track easily what's been done and what's left from previous help desk shifts:
- Make it easy to ensure everything is answered
- Be able to follow an issue from the beginning to the end
- Allow a single person to follow an issue from the beginning to the end
- Statistics:
- Know how many users encountered the same issue. Spot the "Top bug".
- Know how many users encountered the same issue. Spot the "Top bugs"
- Be able to have stats on common issues
- Security of the platform:
- Allow secure deletion of information over time. Not keep a database forever (how long? what to keep?)
- Handle incoming OpenPGP emails
- Handle outgoing OpenPGP emails
- Be able to search into emails archive
- Better interaction between user support and devs:
- Provide logs to devs
- Make it easy to drop more dev-related issues to devs
- Be able to categorize issues ("tags")
- Allow building a responsible data retention policy
- The platform will handle sensitive information (email addresses of
users, their hardware, their problems, etc.). We'll have to do some
threat modeling to figure out how to store each piece of
information and for how long. The platform might have built-in
capacity for this...
- Handle incoming and outgoing OpenPGP emails
- Allow searching in the archive of tickets
- Plain text search
- Search on metadata (eg. filter by the version of Tails)
- Make it easy to forward logs to devs (who might not have a direct
access to the platform)
- Provide a separate queue of tickets per language [[!tails_ticket 9080]]
- Make it easy to get new mates on board
- Make it easy to onboard new help desk members
- Keep a database of template answers
- Allow cross-referencing Redmine tickets and help desk tickets
- For example, in order to know when a particular issue will be fixed
- Make it easy to contact the user back when there is a solution
- Parse automatically at least some metadata from WhisperBack reports
- We might want to parse automatically all kind of data from
WhisperBack reports but that might be hard to do (eg. hardware
information) but the platform should at least parse automatically the
WhisperBack headers (email address, version number, etc.)
SHOULD
------
- Make it easy to contact the user back when there is a solution
- Hardware information
- Parse cleverly WhisperBack data (hardware, gpg, etc)
- Keep track of hardware compatibility (Tails works on XYZ, Wi-Fi card XYZ doesn't work)
- Shift management:
- Replace the calendar of shifts and do something smart about that (send notifications to the person on duty)
- Automatically clock user support time
- Replace the list of bad users. Flag them as nasty automatically
- Allow forwarding issues from and to other user support projects (Tor, Access Now)
- Keep track of hardware compatibility (Tails works on XYZ, Wi-Fi card XYZ doesn't work)
- Replace the list of bad users and flag them automatically as nasty
- Allow users to express whether they were satisfied with our answers
- Be configurable using Puppet
- Allow for easy extraction, archiving, and metrics on hardware
compatibility. For example to update our list of known issues easily
or to know whether Tails (and which version) worked on this same
hardware based on other WhisperBack reports. Hardware that would be
interesting to track:
- Laptop model (for boot issues)
- USB stick (to clean up known issues)
- Graphic cards
- Wi-Fi cards
MAY
---
- As a start we'll aim at creating a tool that's only accessible to
help desk members (and maybe a few other core contributors) but not
to members of the Foundations and UX team in general.
But for the future, the platform might have built-in capacity to
handle different type of accesses to the data in terms of privacy.
- Shift management:
- Replace the calendar of shifts and do something smart about that (send notifications to the person on duty)
- Automatically clock user support time
- Allow forwarding issues from and to other user support projects (Tor, Access Now)
- Have a disposable chat system for tricky cases (Tor does that)
Resources
Budgeting
=========
- [[!wikipedia Comparison_of_help_desk_issue_tracking_software]] (Wikipedia)
This work is directly related to the work of four of our core team:
- [[Help Desk|contribute/working_together/roles/help_desk]]: they will
use the platform to do their work.
- [[Foundations
Team|contribute/working_together/roles/foundations_teams]]: they will
use the data of the platform to investigate for example hardware
compatibility issues.
- [[UX Designes|contribute/working_together/roles/ux]]: they will use
the data of the platform to investigate usability issues and help
prioritizing our work.
- [[Sysadmins|contribute/working_together/roles/sysadmins]]: they will
administer the platform.
Making sure that the platform will work for them is part of the core
work of these teams (eg. building the requirements).
But researching implementation options doesn't fit in their scope of
work and should be budgeted apart. This work could either be:
- Clocked and paid only once we'll find a grant or a budget to build the
platform.
- Paid after requesting an exceptional budget line to tails@boum.org.
For example, if we decide to get the help from external contractors
for the research phase.
If we decide to work with external contractors, we'll have to be
careful about not spending more time being the point of contact than
doing the work ourselves (for example, this might not work for
intrigeri).
It might be good if the researcher and the implementer are the same
person. This might be groente but not before the end of the year.
Options
=======
- [[!wikipedia Comparison_of_help_desk_issue_tracking_software]] (Wikipedia)
### OTRS
- http://www.otrs.com/
- https://otrs.github.io/doc/manual/admin/3.1/en/html/configure-pgp.html
- <http://www.otrs.com/>
- <https://otrs.github.io/doc/manual/admin/3.1/en/html/configure-pgp.html>
### RT
- http://bestpractical.com/rt/
- https://bestpractical.com/rtir/
- <http://bestpractical.com/rt/>
- <https://bestpractical.com/rtir/>
- AccessNow have a RT behind their help desk. It's run by Gustaf
Björksten <gustaf@accessnow.org>.
- https://www.bestpractical.com/docs/rt/4.2/RT/Crypt/GnuPG.html
- https://forge.puppetlabs.com/darin/rt
- <https://www.bestpractical.com/docs/rt/4.2/RT/Crypt/GnuPG.html>
- <https://forge.puppetlabs.com/darin/rt>
- Koumbit is using RT and told us about their experience in <ead91b4d-8a87-5855-de55-2c4ffcb40377@koumbit.org>
### Faveo
- <https://www.faveohelpdesk.com/>
- Online demo: <https://www.faveohelpdesk.com/online-demo/>
### Helpy
- <https://helpy.io/>
[[!meta title="Tails June 2018 report"]]
[[!toc levels=2]]
This report covers the activity of Tails in June 2018.
Everything in this report is public.
# A. VeraCrypt support in GNOME
## A.3 Write automated tests
## A.6 Add VeraCrypt support to GNOME Files
We created merge requests and worked with upstream on our patches to add VeraCrypt support to the various GNOME components which are involved when unlocking volumes via GNOME Files ([glib](https://gitlab.gnome.org/GNOME/glib/merge_requests/120), [GVfs](https://gitlab.gnome.org/GNOME/gvfs/merge_requests/4), [GNOME Shell](https://gitlab.gnome.org/GNOME/gnome-shell/merge_requests/126)).
## A.7 Write user documentation
We wrote a first draft of the documentation and it was tested during the
user testing. We identified serious issues in the structure and
navigation of the documentation and fixed them.
## A.8 User testing & community feedback
We conducted a user testing of a development version of the VeraCrypt
feature.
We organized an in-person moderated user testing with five participants.
We recruited participants who are in the target audience for this
feature: people who had tried Tails a few times but who were not expert
users. None of them were used to VeraCrypt which made the tasks a bit
harder for them but didn't result being very problematic in itself.
The tests were less successful than that ones we did for the Additional
Software feature in May. All participants had to turn to the
documentation to fulfill the missions and, even after that, two
participants failed in some of the missions.
The average SUS score is of 50 which is considered below average
compared to other industry products and qualified as "OK".
The most critical issue was the lack of discoverability: how to get
started with unlocking a VeraCrypt volume in the first place. Due to a
lack of time on our side, the development version that we used for the
tests didn't include the [[*VeraCrypt Mounter*|blueprint/veracrypt#veracrypt_mounter]]
utility that we designed in December.
We are confident that, after adding *VeraCrypt Mounter* ([[!tails_ticket
15043]]) and fixing the navigation issues in the documentation
([[!tails_ticket 15670]]), the usability of this feature will be better
than average.
A more detailed report was sent to our UX mailing list:
<https://mailman.boum.org/pipermail/tails-ux/2018-June/003554.html>
The full results are available in on UX Git repo (OTS spreadsheet):
<https://git.tails.boum.org/ux/plain/veracrypt/user_testing_results.fods>
## A.9 Fix bugs and UX issues
We started fixing various bugs and UX issues we discovered during the user testing ([[!tails_ticket 15419]]). This includes the implementation of *VeraCrypt Mounter* ([[!tails_ticket 15043]]).
## A.10 Port to the latest version of GNOME
# B. Additional software
## B.2 Write technical design documentation
## B.3 Write automated tests
## B.8 Fix bugs and UX issues
......@@ -130,7 +130,7 @@ Ideate on how to support visually the description of what is Tails.
- Ideation on visual explanations of Tails.
Activities
Organizing
==========
Communication channels
......@@ -153,15 +153,28 @@ Communication channels
- [[Redmine bug tracker|contribute/working_together/Redmine]]
- [UX Git repository](https://git-tails.immerda.ch/ux)
Pre-summit
----------
Privacy
-------
In the past we haven't made public neither the dates, the venue, nor the
list of participants of the summit; though it's not a strong policy.
Let's try to stick to that unless it becomes a problem.
Roadmap
-------
- Next meeting: Tuesday July 17 16:30, Berlin time.
- Brainstorm on list of adjectives
- Other meetings:
- Review existing content
- Create templates and snippets from the current website
- Prepare material for the workshops (personas / use cases as posters)
- Brainstorm on tagline
- Brainstorm on explanation
- Discuss material we will need for the summit
Summit
------
Sessions
========
Regarding the time available at the summit, we usually do 3 hours of
meetings in the morning and 3 hours in the afternoon.
......@@ -179,11 +192,46 @@ have more time than that. This is just a safe minimum.
- 3-hours plenary workshop on identity.
- 2-4 smaller workshops to be defined.
### Privacy
Possible sessions:
In the past we haven't made public neither the dates, the venue, nor the
list of participants of the summit; though it's not a strong policy.
Let's try to stick to that unless it becomes a problem.
| Session | Duration | Docs | People |
| -------------- | -------- | ------------ | ------------ |
| Brand identity | 3 h | Worksheet | Ame + Eileen |
| Language and tone | 1 h | | Eileen |
| Documentation/IA | 1 h | | Eileen |
| Metaphors and visuals | 1 h | | Eileen |
| Tagline and explanation | 1 h | | Ame + Eileen |
Brand identity (positioning/personality)
----------------------------------------
- 3-hours plenary with Ame on Day 1
- TODO: Decide if we do it in the morning or in the afternoon :sajolida:
- TODO: Send travel information to Ame :sajolida:
### Resources
Question: What is the open source version of this? What are the
appropriate adjectives/what is the scale?
- <https://www.canva.com/learn/brand-strategy/>
- <http://iqreport.develop.mediarain.com/chapter-two/brand-personality/#>
- <http://cfarman.com/blog/adjectives-for-describing-your-brand/>
### Adjectives
- scientific vs playful
- authoritative vs friendly
- secure, mindful
Structured explanation
----------------------
### Examples
- <https://www.apple.com/apple-watch-series-3/>
- <https://www.tunnelbear.com/>
Post-summit
-----------
......
......@@ -98,7 +98,7 @@ designate themselves beforehand.
| April 2018 | u | anonym |
| May 2018 | sajolida | segfault |
| June 2018 | intrigeri | u |
| July 2018 | | u |
| July 2018 | sajolida | u |
| August 2018 | | |
| September 2018 | | intrigeri |
| October 2018 | | |
......
......@@ -97,7 +97,7 @@ Template
Releases
========
* \[[Tails VERSION was released on MONTH DAY|news/version_VERSION]] ([major|minor] release).
* \[[Tails VERSION was released on MONTH DAY|news/version_VERSION]] ([major|minor|emergency] release).
* Tails VERSION+1 is \[[scheduled for MONTH DAY|contribute/calendar]].
......
[[!meta title="Tails report for June, 2018"]]
[[!meta date="Tue, 10 Apr 2018 01:23:45 +0000"]] XXX: adjust date
[[!meta date="Tue, 10 Jul 2018 01:23:45 +0000"]]
[[!toc]]
Releases
========
* [[Tails VERSION was released on MONTH DAY|news/version_VERSION]] ([major|minor] release).
* [[Tails 3.7.1 was released on June 10|news/version_3.10]] (emergency release).
* Tails VERSION+1 is [[scheduled for MONTH DAY|contribute/calendar]].
* [[Tails 3.8 was released on June 26|news/version_3.8]] (minor release).
The following changes were introduced in Tails VERSION:
* Tails 3.9 is [[scheduled for September 5|contribute/calendar]].
XXX: Copy the "Changes" section of the release notes, and compact a bit:
The following changes were introduced in Tails 3.7.1:
- Upgrade *Tor Browser* to 7.5.5.
This fixes a [[!mfsa2018 14 desc="critical issue in Firefox"]]
announced on June 6.
- Upgrade *Thunderbird* to 52.8.0.
This partly mitigates the infamous EFAIL attack and fixes importing
OpenPGP keys from keyservers with Enigmail.
- Fix setting a screen locker password with non-ASCII characters.
([[!tails_ticket 15636]])
- Rename the *WhisperBack* launcher to "WhisperBack Error Reporting"
so that users have a better chance to understand what it does.
([[!tails_ticket 6432]])
The following changes were introduced in Tails 3.8:
- Upgrade *Enigmail* from 1.9.9 to
[2.0.7](https://enigmail.net/index.php/en/download/changelog#enig2.0.7) which
fixes some of the [EFAIL](https://efail.de/) attacks on OpenPGP.
- Fix importing OpenPGP keys from email attachments. ([[!tails_ticket 15610]])
- Fix the translations of the homepage of the *Unsafe Browser*. ([[!tails_ticket 15461]])
* Remove lines about software upgrade (that's not Tails itself).
* Remove screenshots.
* Remove "New features" and "Upgrades and changes" headlines.
* Remove line about Changelog.
Code
====
......@@ -27,52 +50,46 @@ XXX: If you feel like it and developers don't do it themselves,
Release section (for example, the changes being worked on for
the next version).
Documentation and website
=========================
- We have worked on improving support for recent graphics cards and in
particular those produced by NVIDIA. We've sent
a [call for testing](https://mailman.boum.org/pipermail/tails-testers/2018-June/001018.html)
and
[updated](https://mailman.boum.org/pipermail/tails-testers/2018-June/001029.html)
it. If the feedback is good, we will probably include these changes
in Tails 3.9.
XXX: If you feel like it and technical writers don't do it
themselves, explore the Git history:
- We have kept working on fixing the EFAIL attacks against
encrypted email ([[!tails_ticket 15602]]). Tails 3.8 fixed most of
them and Tails 3.9 should fix the remaining ones.
git log --patch --since='1 October' --until='1 November' origin/master -- "*.*m*"
- We have worked on detecting earlier changes that would break
automatic upgrades ([[!tails_ticket 15419]])… and already identified
one we need to fix in time for Tails 3.9 ([[!tails_ticket 15695]]).
- Chris Lamb prepared a fix for the most infamous rendering issue (raw PO
content being inserted in some page) that affects our website
([[!tails_ticket 6907]]).
User experience
===============
XXX: If you feel like it and the UX team does not do it
themselves, check the archives of tails-ux:
<https://mailman.boum.org/pipermail/tails-ux/>
- We did some [moderated user testing of the VeraCrypt
feature](https://mailman.boum.org/pipermail/tails-ux/2018-June/003554.html).
Hot topics on our help desk
===========================
XXX: Ask tails-bugs@boum.org to list hot topics for the last month.
1. Surface Pro users reported having trouble with wireless ([[!tails_ticket 15520]])
1.
1. We still receive emails from several users displayed with the message
pointing to <https://tails.boum.org/gdm>.
1.
1.
Infrastructure
==============
XXX: Count the number of tests in /features at the beginning of next month
git checkout `git rev-list -n 1 --before="June 1" origin/devel`
git grep --extended-regexp '^\s*Scenario:' -- features/*.feature | wc -l
XXX: Report only if more scenarios have been written and add the diff from the previous month, for example:
- Our test suite covers SCENARIOS scenarios, DIFF more that in May.
Funding
=======
XXX: The fundraising team should look at the fundraising Git.
git log --patch --since='1 December' --until='1 January' origin/master
XXX: The fundraising and accounting teams should look at the archives of <tails-fundraising@boum.org> and <tails-accounting@boum.org>.
XXX
Outreach
========
......@@ -82,37 +99,50 @@ Past events
Upcoming events
---------------
- BitingBird, intrigeri, nodens, and u will be at DebConf18 in Hsinchu,
Taiwan from July 29 to August 5.
XXX: FrOSCon
On-going discussions
====================
XXX: Link to the thread on <https://mailman.boum.org/pipermail/tails-XXX/>.
- intrigeri called for testing of an [updated graphics stack and
`nouveau` driver](https://mailman.boum.org/pipermail/tails-testers/2018-June/001018.html).
Press and testimonials
======================
XXX: Copy content from press/media_appearances_2018.mdwn
This page is continuously updated by tails-press@boum.org, so if
it's empty there might be nothing special to report.
Translation
===========
XXX: Add the output of `contribute/l10n_tricks/language_statistics.sh`
XXX: Add the output of (adjust month!):
## All the website
- fr: 89% (5169) strings translated, 1% strings fuzzy, 88% words translated
- es: 58% (3356) strings translated, 1% strings fuzzy, 48% words translated
- de: 53% (3099) strings translated, 6% strings fuzzy, 47% words translated
- fa: 36% (2096) strings translated, 9% strings fuzzy, 38% words translated
- it: 32% (1881) strings translated, 6% strings fuzzy, 28% words translated
- pt: 28% (1618) strings translated, 7% strings fuzzy, 24% words translated
Total original words: 60692
## [[Core pages of the website|contribute/l10n_tricks/core_po_files.txt]]
- fr: 98% (1900) strings translated, 0% strings fuzzy, 99% words translated
- es: 96% (1862) strings translated, 0% strings fuzzy, 94% words translated
- de: 79% (1528) strings translated, 11% strings fuzzy, 79% words translated
- it: 67% (1295) strings translated, 15% strings fuzzy, 66% words translated
- pt: 45% (879) strings translated, 12% strings fuzzy, 49% words translated
- fa: 33% (640) strings translated, 11% strings fuzzy, 33% words translated
Total original words: 17447
git checkout $(git rev-list -n 1 --before="September 1" origin/master) && \
git submodule update --init && \
./wiki/src/contribute/l10n_tricks/language_statistics.sh
Metrics
=======
* Tails has been started more than BOOTS/MONTH times this month. This makes BOOTS/DAY boots a day on average.
* SIGS downloads of the OpenPGP signature of Tails ISO from our website.
* WHISPERBACK bug reports were received through WhisperBack.
* Tails has been started more than 666&#8239;921 times this month. This makes 22&#8239;231 boots a day on average.
* 8&#8239;830 downloads of the OpenPGP signature of Tails ISO from our website.
* 65 bug reports were received through WhisperBack.
[[How do we know this?|support/faq#boot_statistics]]
XXX: Ask <tails@boum.org> for these numbers.
......@@ -370,7 +370,7 @@ developed by SecondMuse):
- **Background**
- Cris is Mexican refugee based in the United States.
- Cris is a Mexican refugee based in the United States.
- Cris is an investigative journalist doing high stake reporting on
the government, the mafia, and drug related trafficking and
corruption.
......@@ -471,7 +471,7 @@ developed by SecondMuse):
- Riou wants to lead social change in their country without being put
themselves under the spotlight.
- Riou wants information to be free in their country: they want to
speak freely and they want other to have access to uncensored
speak freely and they want others to have access to uncensored
information.
- **Challenges and threats**
......@@ -601,21 +601,3 @@ developed by SecondMuse):
- **Security precautions**
-->
Next steps
==========
1. Create tickets for the following steps [[!tails_ticket 14525]]
1. Check back yellow post-it notes
1. Refine good enough draft skeletons
- Link to actual stories or research if we have it
1. Ask for comments on tails-project@boum.org
1. Ask the project to prioritize the 4 skeletons according to different dimensions
1. Write 1st version of foundation document:
- Find images (photos or drawings) for the personas
- Consider using 2 images per persona so that we have a
genderneutral persona
- Reference data
1. Prepare summary for developers:
- Two A4 pages per persona?
- Have a detailed version and a condensed version?
......@@ -13,6 +13,7 @@ Similar surveys
- <https://matomo.org/blog/2011/06/piwik-community-survey-here-are-the-results/>
- <https://survey.piwik.org/index.php/151125>
- <https://matomo.org/blog/2017/11/community-survey-revealed-discover-the-profile-of-a-piwik-user/>
- <https://www.limesurvey.org/about-us/blog/2100-must-have-survey>
Possible research questions