[DRIVERS-2023] Add section to troubleshooting FAQ per driver with top SEO results Created: 10/Jan/22  Updated: 03/May/22

Status: Implementing
Project: Drivers
Component/s: Docs
Fix Version/s: None

Type: Improvement Priority: Unknown
Reporter: Jeffrey Yemin Assignee: Rachelle Palmer
Resolution: Unresolved Votes: 0
Labels: None
Remaining Estimate: Not Specified
Time Spent: Not Specified
Original Estimate: Not Specified

Issue Links:
Issue split
split to CDRIVER-4271 Add section to troubleshooting FAQ pe... Backlog
split to CXX-2432 Add section to troubleshooting FAQ pe... Backlog
split to MOTOR-873 Add section to troubleshooting FAQ pe... Backlog
split to NODE-3911 Add section to troubleshooting FAQ pe... Backlog
split to RUST-1160 Add section to troubleshooting FAQ pe... Backlog
split to PHPLIB-790 Add FAQ section to documentation Closed
split to CSHARP-4021 Add section to troubleshooting FAQ pe... Closed
split to GODRIVER-2287 Add section to troubleshooting FAQ pe... Closed
split to PYTHON-3080 Add section to troubleshooting FAQ pe... Closed
split to RUBY-2884 Add section to troubleshooting FAQ pe... Closed
Driver Changes: Needed
Quarter: FY23Q2
Downstream Changes Summary:

Teams should review the links Rachelle included on each language team ticket and and add documentation pages for these common errors.

Engineering Lead: Jeffrey Yemin Jeffrey Yemin
Product Manager: Rachelle Palmer Rachelle Palmer
Driver Compliance:
Key Status/Resolution FixVersion
CDRIVER-4271 Backlog
CXX-2432 Backlog
CSHARP-4021 Fixed 2.17.0
GODRIVER-2287 Fixed 1.10.0
NODE-3911 Backlog
MOTOR-873 Backlog 4.0
PYTHON-3080 Fixed 4.1.1
PHPLIB-790 Fixed 1.15.0
RUBY-2884 Fixed 2.18.0
RUST-1160 Backlog
SWIFT-1462 Won't Do

 Description   

Summary

Users often get a stack trace/error message indicating a connectivity issue and then paste the text into Google looking for a solution.  Each month, various driver and language project tickets get thousands, or tens of thousands, of views via these searches, and users are forced into:

  • reading and understanding our previous comments, some of which are years old
  • playing detective in terms of which version of the driver the fix is available in (sometimes)
  • having advice that doesn't apply to their circumstance
  • seeing that we still haven't fixed the issue

We should add documentation pages for the most common errors to our official documentation so that these searches are fruitful.

Motivation

Who is the affected end user?

Application or operations engineers.

How does this affect the end user?

The hypothesis is that they are frustrated to not find the information they need.  They end up finding random Jira issues that don't have useful information, or that the information they find is outdated, or difficult to understand rather than a straightforward Q&A.

How likely is it that this problem or use case will occur?

It's an edge case, but not uncommon.  Google SEO is showing that our most "popular" Jira issues are for issues like this, e.g. JAVA-2895

If the problem does occur, what are the consequences and how severe are they?

Minor/major annoyance at a log message, misconfiguration, outdated knowledge of how drivers work, extra work/cognitive burden

Is this issue urgent?

No but it would be useful to our SEO to correct this problem

Is this ticket required by a downstream team?

No

Is this ticket only for tests?

No


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