This only impacts the "Support" application in Phacility and it's hard to imagine building a Doorkeeper bridge for it now.

A related score-board might be to show mana-rich tasks.

Yeah, this is hard coded here:

Inbound mail seems to be working now.

Inbound mail later bounced. I think the issue is that we have a *.phacility.com MX record, but an admin.phacility.com A record. I can't recite all the wildcard vs nonwildcard DNS rules offhand, but I think the A record is shadowing the MX record, e.g. dig mx admin.phacility.com does not produce the right results. I've added an admin.phacilty.com MX record which might sort things out once it propagates.

Using @mentions in issue comments hits a policy exception because of the slightly odd way pact policy filtering works.

This works now: PHI1

Test mail from the console now gets routed/accepted properly but real mail still doesn't. I'm going to write this off as possibly being a route propagation issue for a little bit and see if it fixes itself.

Email replies don't actually work since mail gets routed to the web tier (mail.phacililty.com) which can't hit admin. I think I can fix this with a mail route.

Some stuff I'm thinking of doing in the short term:

I'm going to merge this into T12134, which begins defining a more concrete plan roughly following some of the outline above. The major change from an upstream perspective since this task was filed is that we have a more specific set of harder technical requirements around support for Phacility SAAS instances (particularly after the launch of free instances), so it makes more sense to let those requirements drive product design and then accommodate general free support under that umbrella. Broadly, I expect to move support (bug reports, feature requests) into Nuance and continue reducing user access to the upstream.

This has been in production for quite a while.

oh @robla, yeah I'd be interested in a repo of that error, if you can. I've seen it in my sandbox (once) but I also nuke my questions and answers all the time so assume it was development related.

I tried answering @epriestley Q134, but got an error (which I failed to copy) and then another error "#1062: Duplicate entry '0-PHID-USER-4188de7cae592cf1bce4' for key 'key_oneanswerperquestion'". So...I'll put my answer here

Thanks for the report! I'll take a look at this.

One more vote from Haskell.org: I appreciate all the help in the past, but even then I am also of the opinion you should end the real time support. I think moving to something like a daily queue with Nuance is probably the best bet. I know for a fact we've pinged @epriestley more than once with breaking issues since we kind of live on the edge but for the most part all of our components are now very stable and I doubt they will fundamentally change soon, so we can live with the slight breakages sometimes (with solid backups upon every update of Phabricator).

Firstly, I agree that stopping real time support is a good idea, It's never a great situation to be distracted whilst in the middle of things. - Many of the first time install / issues could be solved with fool proof installation process or something like an official Docker or Vagrant image.

In Maniphest, maybe "Status: Need Info" and a few canned responses would help?

I can't think of any other org that offers free, real-time support that isn't completely community-driven (i.e., advanced users, not core-team), and those are only where the community is very large and Growth (new installs divided-by knowledgeable users) is low.
So probably yeah, free real-time support is very nice, but we just can't afford it.

As much as I have enjoyed the "real time" support, I agree that you guys should drop it. As a user of phabricator and as someone who has to support a similar suite of software for a company internally, I've always been surprised how responsive you guys were to support issues while still churning out work.

In T9212#132956, @chad wrote:

Maybe "real time" support should just be ended overall?

Yeah, I think we should end real-time support for the general public.

Maybe "real time" support should just be ended overall?

My concern (for me) is that real time issues lead to real time distraction, and thus less code produced. If we send everything into Nuance, I could just look at it several times a day when I have free time, and not worry about immediate disruptions. We'll have Herald on Nuance, so if something comes in "urgent" well get pinged to go look at it.

I know sometimes I've asked in IRC channels "is this a bug or intended?" before filing a task. It feels like a real time channel for asking whether or not something is intended is the best option, rather than filing a task?

Most support shouldn't happen in IRC nor Conpherence, it's just handy sometimes to have one on one conversations. Right now these real time channels take a number of bug reports or how do I reports that should be funneled into other applications. I like having a "hangout" place, overall though.

I think improving Conpherence is one of the major blockers to dropping IRC. The big things that are missing right now are T7580 and T6868. Right now the general chat in Conpherence feels dead because it doesn't indicate anyone is online to help with something, and this compounds the problem because then no-one adds messages to it and it feels even more dead.

I'll be bringing Ponder officially online shortly. If anyone is interesting in being a "Ponder Moderator", please let us know, it does have some basic moderation features and battle testing it here should improve its usefulness everywhere.

The IRC support was a significant positive factor when we chose Phabricator. I dug up the old evaluation doc and right at the top had "Fanatical upstream support". The fact that it is IRC on freenode was nice since that signals a thing people use (instead of some astroturf fake free support ala google apps). That isn't to say that it will continue to be a worthwhile tradeoff to do all of that support, but I am very glad you did when we were new!

Maniphest alone is 2,334 requests for "support" for 2015, or roughly 10 tickets per day. This doesn't include other support channels or if a ticket is a 10 minute response or a 10 hour response.

Just to spitball...

See T8089 / T8097. We are moving away from the "postponed linters" mechanism, specifically.