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Bug #14505

Merge help desk internal answers to public doc

Added by mercedes508 over 1 year ago. Updated about 1 month ago.

Status:
Resolved
Priority:
Low
Assignee:
-
Category:
-
Target version:
Start date:
07/26/2018
Due date:
% Done:

0%

QA Check:
Feature Branch:
Type of work:
End-user documentation
Blueprint:
Starter:
Affected tool:

Description

As decided at 2017 summit, we should merge our answers templates to the public known issues / FAQ / whatever relevant pages of Tails website.

FAQ_relevant_templates (3.1 KB) goupille, 07/03/2018 09:30 AM

known-issues-page_relevant_templates (3.88 KB) goupille, 07/03/2018 09:30 AM


Related issues

Related to Tails - Feature #14536: Restructure the Known issues page Confirmed 08/30/2017
Related to Tails - Bug #11665: Clean up known issues page Confirmed 08/19/2016
Related to Tails - Feature #15130: Restructure our support page and content Confirmed 09/28/2013
Blocks Tails - Feature #15411: Core work 2018Q2 → 2018Q3: Technical writing Resolved 03/14/2018

History

#1 Updated by intrigeri over 1 year ago

  • Type of work changed from Contributors documentation to End-user documentation

(If I got it right, Tails users are the audience for these answers, rather than Tails contributors.)

#2 Updated by BitingBird over 1 year ago

#3 Updated by BitingBird over 1 year ago

  • Related to Bug #11665: Clean up known issues page added

#4 Updated by u 11 months ago

  • Related to Feature #15130: Restructure our support page and content added

#5 Updated by sajolida 8 months ago

  • Assignee changed from sajolida to goupille

I don't want to be the one leading that initiative.

Please someone from help desk, at least:

  • Go through your notes.
  • List things that would be relevant to merge into the doc.
  • Point us to them. Actually, from now on it Cody should be the first person to ask.
  • Make plans on how to prevent your internal answers to not grow again as a separate corpus of content in the future.

#6 Updated by goupille 6 months ago

I attached here our templates, I removed those that seemed irrelevant and sorted them regarding where they should end up

#7 Updated by sajolida 6 months ago

  • Assignee changed from cbrownstein to sajolida
  • Target version set to Tails_3.9

I'll have a look before handing this to Cody.

#8 Updated by sajolida 6 months ago

  • Blocks Feature #15411: Core work 2018Q2 → 2018Q3: Technical writing added

#9 Updated by sajolida 5 months ago

  • File deleted (bug-reporting-doc_relevant_templates)

#10 Updated by sajolida 5 months ago

  • I don't think there's anything relevant in bug-reporting-doc_relevant_templates so I'm deleting it.

#11 Updated by sajolida 5 months ago

I reviewed the two other files.

I only identified one item that we should moved to our website: #15751. I think it's low prio and we shouldn't work on this as part of core work.

See my comments on the rest as I think they will help you clean your files on your side:

FAQ_relevant_templates

Tails mirror is broken or scary SSL message

We often have broken mirrors but I don't remember ever being
notified of it either by the help desk or by
users... This always questioned but also proves maybe help desk is
not the solution in such cases.

Ideally, if we wanted to help people workaround broken mirrors we
should do that directly on the download page. I created #15750 to
investigate that.

Otherwise, I don't think it will be useful to create a FAQ for that.

Unregular download speed

I'm not sure it's worth writing anything about that...

Difference between DVD-R / DVD+R etc.

This could be explained on https://tails.boum.org/install/dvd/. I'm
creating #15751 for that.

Blocked localhost request

I don't think we should have a FAQ about that and, as of now, I don't
know where that information would fit. It's for advanced users so I'd
skip it.

Device was not created using Tails USB installer

This should almost go away once we distribute USB images and after
that I don't think it will be worth documenting.

Installing Tails on a hard drive

The help desk answer is not specific on whether the user is asking about an internal or an external hard disk and I think this should be improved, possibly after #15742.

Browser confinement

We already have https://tails.boum.org/doc/anonymous_internet/Tor_Browser/#confinement.

known-issues-page_relevant_templates

GPG4win issues

We have the output of verifying an ISO image with an untrusted key on https://tails.boum.org/install/download/#windows already.

I don't think we should advertise people to blindly trust it to get
rid of this message, unless they verify it through the Web-of-Trust.

So I think help desk should rewrite their template.

Acer Chromebook C720

Not enough info.

Lost persistence (persistence.conf disappeared)

The template is already on #15598.

Issue with Tails Installer on Ubuntu 15.10

Ubuntu 15.10 is not supported anymore so help desk should get rid of this one.

No configuration file found

I've never been able to reproduce any of the problem people have been
complaining about with UUI and I highly doubt that formatting to NTFS
would be any good. Also, UUI will disappear once we distribute USB
images. I think help desk should get rid of this one.

#12 Updated by sajolida 5 months ago

  • Assignee changed from sajolida to emmapeel

Reassigning to emmapeel who's on duty right now.

Emma: Please have a look at my comments in order to improve your templates. The work we'll do on our side is already tracked elsewhere.

Then I'll close this ticket.

#13 Updated by u 4 months ago

Ping?

#14 Updated by intrigeri 3 months ago

  • Target version changed from Tails_3.9 to Tails_3.10.1

#15 Updated by goupille about 2 months ago

sorry, I didn't saw that there where replies on that ticket...

sajolida wrote:

GPG4win issues

We have the output of verifying an ISO image with an untrusted key on https://tails.boum.org/install/download/#windows already.

I don't think we should advertise people to blindly trust it to get
rid of this message, unless they verify it through the Web-of-Trust.

So I think help desk should rewrite their template.

I don't see how to rewrite this template without entering even more into kleopatra's user support (and I don't think it is our job to do so)

#16 Updated by goupille about 2 months ago

  • Assignee changed from emmapeel to sajolida

#17 Updated by goupille about 2 months ago

sajolida wrote:

We have the output of verifying an ISO image with an untrusted key on https://tails.boum.org/install/download/#windows already.

note that we hit again #14788 here...

#18 Updated by intrigeri about 2 months ago

  • Target version changed from Tails_3.10.1 to Tails_3.11

#19 Updated by sajolida about 1 month ago

  • Status changed from Confirmed to Resolved
  • Assignee deleted (sajolida)

Closing as per #14505#note-12.

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