Core Trac: Revise "New Ticket" screen.

[costdev]

Quite often, we receive support requests, or enhancements that are opened as bugs. This is largely due to the default settings on the form.

To help direct reporters to the correct section and reduce the amount of gardening needed, I'd like to propose an alternative flow for ​the New Ticket screen.

I wrote this user script a while ago and it's worked well for me in speeding up the process of creating new tickets.

Changes included:

1. The form is hidden on load.
2. The following buttons are displayed instead:
   • Support request
     • Links to ​https://wordpress.org/support/forums/.
   • Security vulnerability
     • Links to ​https://make.wordpress.org/core/handbook/reporting-security-vulnerabilities/.
   • Bug
     • Displays the form with "bug (defect)" pre-selected.
   • Enhancement
     • Displays the form with "enhancement" pre-selected.
   • Feature request
     • Displays the form with "feature request" pre-selected and "Feature Request: " in the ticket description.
   • Task
     • Displays the form with "task (blessed)" pre-selected and "Task: " in the ticket description.
   • Gutenberg
     • Links to ​https://github.com/WordPress/gutenberg/issues/.

• The bug report suggestions are only included when the "Bug" is selected.

Of course, this is just what was suitable for me at the time of writing the script. The labels, pre-filled ticket descriptions, and order of the items could be changed. The main thing for me is that reporters are directed to the appropriate place early, and Trac tickets have the correct ticket type from the get-go.

I'd love to hear what others think about this.

[costdev]

Woops, forgot to drop ​the link to the user script so others can test it themselves if they use Tampermonkey, etc.

Also note: The "Task" button would only show for users who have permissions to do so.

[jakariaistauk]

Good catch. I also agree with you. the support forums url need to change

[jakariaistauk]

Support forums url should need to change

[jrf]

I fully support a change along the lines suggested by @costdev, especially as I believe it will help reduce the noise of nonsense tickets. (Can you help with setting up my site ? I made a typo in my plugin, now WP throws an error)

While we're on the topic, I wonder if it would be possible to make searching for duplicates ahead of creating a ticket mandatory ? (As too many of those get opened too IMO.)

Something like: once someone has typed in the title and leaves the field, a hidden search starts and will display the top five search results between the title and the description field with a...

"Please verify that you are not opening a duplicate report, the following reports look similar...:

• linked title of found report 1
• linked title of found report 2
• etc"

[dingo_d]

I like this way of handling tickets. Will definitely reduce the number of support tickets landing on trac :)