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When an exception occurs, asks users to report the issue
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Description

Info: Ticket was updated and split. The logging part is now in ticket T180491

Motivation
When something goes wrong during the file import, users already see an error message, but they currently have no way of letting us know what happened. Therefore we need to show them a link to the extension talk page so the user can report the failure there.

Task
In the generic error message add a link to the extension talk page as shown in the mock
<TODO>

Event Timeline

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send us an information so that we can look into it

If you make sure you have your own logging channel (makes it easier than reusing error.log/exception.log)... And get it staged onto the mwlog1001 and in the log groups in wmf-config...

You can just give them the exception error code/hash (like a git hash) and tell them to file an issue with that information maybe. Someone can then pick it up from your logs and dump it in the correct place.

Lea_WMDE renamed this task from Fail gracefully on any exception to When an exception occurs, asks users to report the issue.Nov 15 2017, 10:43 AM
Lea_WMDE triaged this task as Medium priority.
Lea_WMDE added a project: WMDE-Design.
Lea_WMDE updated the task description. (Show Details)

So, this shouldn't really be needed, the logging should provide us with everything we need already without prompting the user further.

We could perhaps say that the error / issue has been logged?

@Addshore

Hey,

so is there anything else we can provide the user with? Any details? Or is it just that there has been an error? Can we give them advice on how to proceed or maybe where it was logged or tell them to file a ticket? It would be good to leave them with something some steps forward.

@Addshore

Hey,

so is there anything else we can provide the user with? Any details? Or is it just that there has been an error? Can we give them advice on how to proceed or maybe where it was logged or tell them to file a ticket? It would be good to leave them with something some steps forward.

So there are many different error messages / reasons for failure, and they all try to provide the context of the failure where possible.

We could tell them to report it to phabricator so that we remember to check the error logs
We could also tell them to retry, but retrying a third time probably wouldn't make much sense.

Otherwise it would probably look something like this which I'd really like to improve. Also the text should be fine tuned probably.

mockT180117.png (636×964 px, 62 KB)

Edit: edited mock

So if something currently goes wrong we already have more information that is provided in that mock, as the mock doesn't include the error message that is returned from the failed import which would provide the user with extra context.
This error message could be something such as:

  • Failed to get wikipedia to create import edit with page id: 123
  • Failed to create import revision
  • Failed to create user edit
  • Failed to prepare operations

etc

Also, we talked about the possibilities of popups during the last meeting, do we have another ticket for that? Currently there is no such popup and instead an error page loads after a failure, adding a popup to this seperate error page feels a bit weird to be, but that's what this mock currently looks like.

That's great! When I originally uploaded the mock I hadn't seen your response yet.

We should DEFINITELY provide a helpful error message if we can. Regard the text in the mock as a placeholder for now. I somehow still had stuck in my head that this was not gonna be possible with the way we're doing the file transfer but if you say it is, that's so much better \o/

Also, we talked about the possibilities of pop-ups during the last meeting, do we have another ticket for that? Currently there is no such pop-up and instead an error page loads after a failure, adding a pop-up to this separate error page feels a bit weird to be, but that's what this mock currently looks like.

Yeah we did and as I understood it, we had decided to go that route for the MVP. Is that correct @Lea_WMDE ?
Sorry for the confusion about where the pop-up would be. I didn't really provide any context. It wouldn't appear on a separate special page but it would appear on the same page where the user presses "Import". I'll add a mock for that in a second.

A pop-up would give the user information that the transfer is in progress T187092 (please keep in mind that all pop-up mocks are just rough drafts so we have something visual to talk about) and should it fail the wheel would be removed and the error message would appear in its place.

should the transfer be successful we'd load the new location on Commons with one of the following (see here T187176) pop-ups in its place.

That's the plan so far. I'd be very curious to hear your feedback on it, also @WMDE-Fisch

Does this clear things up? @Addshore

Edit:

Kinda like this

Move2CommonsMockTransfer.png (842×760 px, 316 KB)

But I'd love to talk alternative placements since I'm not sure what is happening on the technical side and how sensible it is to display the transfer on the same special page from a technical point of view.

We know all the reasons why things fail and thus do not need a generic error message