Supportability
Background
Owing to the difficulty of supporting pure offline machines at scale through a support desk, the goal is to improve the desktop app setup and recovery mechanisms so that they are self-manageable. The first step in this direction is to provide support mechanisms for intermittently connected devices that use the desktop app.
Design problem - Raise a support ticket
User can raise a support ticket if they won't get a resolution for the queries from FAQ or videos displayed to them as part of this they will raise a fresh desk ticket with the following data here we are assuming that user should be online to raise a support ticket and below is the ticket format
we will be using the Node Freshdesk SDK to create the ticket below is the example
const freshdesk = new Freshdesk('https://yourdomain.freshdesk.com', 'yourApiKey')
freshdesk.createTicket({
name: 'test ticket',
email: 'test@test.com',
subject: 'test sub',
description: 'test description',
status: 2,
priority: 2,
attachments: [
fs.createReadStream('/deviceSpec.json')
]
}, function (err, data) {
console.log(err || data)
})
Device Spec
{
"id": “4d6ff1bcda8f681b0c931e4c11adb66ac8bade25329da17925c846264c8c104b”,
"platform": "Darwin",
"distro": "Mac OS X",
"osVersion": "10.14.2",
"arch": "x64",
"totalMemory": 8589934592,
"availableMemory": 6182776832,
"cores": 4,
"cpuManufacturer": "Intel®",
"cpuBrand": "Core™ i5-7360U",
"totalHarddisk": 250685575168,
"availableHarddisk": 113083383808,
"hasBattery": true,
"cpuSpeed": "2.30",
"cpuLoad": 45.18,
“avgCPULoad: 12.12,
"systemTime": 1571985802602,
"displayResolution": "2560*1600",
"servicePack": "Service Pack 1",
"appVersion": "1.0.0",
"appId": "prod.sunbird.desktop"
"networkInfo": [ { iface: 'lo0',
ifaceName: 'lo0',
ip4: '127.94.0.1',
ip6: '::1',
mac: '',
internal: true,
operstate: 'down',
type: 'wired',
duplex: 'full',
mtu: 16384,
speed: -1,
carrierChanges: 0 },
{ iface: 'en0',
ifaceName: 'en0',
ip4: '172.16.0.109',
ip6: 'fe80::10a7:58bd:a467:b7d3',
mac: '38:f9:d3:6d:62:14',
internal: false,
operstate: 'up',
type: 'wireless',
duplex: 'full',
mtu: 1500,
speed: 213.18,
carrierChanges: 0 },
{ iface: 'awdl0',
ifaceName: 'awdl0',
ip4: '',
ip6: 'fe80::301c:30ff:fe5e:feb5',
mac: '32:1c:30:5e:fe:b5',
internal: false,
operstate: 'up',
type: 'wireless',
duplex: 'full',
mtu: 1484,
speed: 10,
carrierChanges: 0 },
{ iface: 'utun0',
ifaceName: 'utun0',
ip4: '',
ip6: 'fe80::e183:d9b2:7535:cb5a',
mac: '',
internal: false,
operstate: 'down',
type: 'wired',
duplex: 'full',
mtu: 2000,
speed: -1,
carrierChanges: 0 } ]
}
Telemetry Events
LOG Event for sync
ERROR Event for sync fail
API access event for raise ticket API call
INTERACT event for raise ticket button click
INTERACT event for submit issue button click
Assumptions
User can raise the ticket only when they are connected to the internet
Design problem - FAQ
We will be using the common consumption UI FAQ component and how we can manage and store the FAQ data model and access explained below
Schema
{
id: String,
lang: String,
data: Object
index: [lang]
}
Telemetry Events
LOG events for faq API access
IMPRESSION event for help page load
INTERACT event video click with cdata video id and type
INTERACT event help menu button click
INTERACT event question click with the question as cdata
INTERACT event help answer yes or no with the question as cdata
RESPONSE event for No step with cdata as the value entered
INTERACT event for report issue button click
INTERACT event for submit issue button with extra with body