Timeline for Process For Closing Unsolvable Help Desk Tickets
Current License: CC BY-SA 4.0
14 events
| when toggle format | what | by | license | comment | |
|---|---|---|---|---|---|
| Jun 25, 2019 at 18:40 | comment | added | Doc Brown | If an issue cannot be reproduced, even in a dialog with the user, we close the ticket immediately as "cannot be reproduced" (and not just after a few months). We also tell the user he/she shall not hesitate to open a new ticket in case the issue happens again. If the situation repeats, and the thing cannot be reproduced again, we may close te ticket, but open a new feature request ticket for adding additional logging. | |
| Jun 25, 2019 at 17:49 | history | edited | Thomas Owens♦ | edited tags | |
| Jun 25, 2019 at 12:18 | comment | added | user11633140 | I think "won't fix" is too glib to be useful. | |
| Jun 25, 2019 at 11:00 | review | Close votes | |||
| Jul 2, 2019 at 3:05 | |||||
| Jun 25, 2019 at 10:43 | comment | added | marstato | You should rephrase your last two sentences, because right now, this is more of an opinion/anecdote poll than an actual question. E.g. "What are ways to deal with these issues that: * make them disappear from my todo list, * clearly communicate to the user that their issue is not being addressed" | |
| Jun 24, 2019 at 22:33 | answer | added | Karl Bielefeldt | timeline score: 1 | |
| Jun 24, 2019 at 21:57 | comment | added | Robert Harvey | You express that to the user as "won't fix." | |
| Jun 24, 2019 at 21:46 | answer | added | Thomas Owens♦ | timeline score: 3 | |
| Jun 24, 2019 at 21:15 | answer | added | Ewan | timeline score: 0 | |
| Jun 24, 2019 at 21:05 | history | edited | Ewan | CC BY-SA 4.0 | edited body |
| Jun 24, 2019 at 20:50 | comment | added | user11633140 | Not officially, though we could create a label if we wanted to. If you're going to do that, how would you express that to the user? | |
| Jun 24, 2019 at 20:48 | comment | added | Andrew | Do you not have the option to close as "won't fix"? | |
| Jun 24, 2019 at 20:45 | review | First posts | |||
| Jun 25, 2019 at 10:44 | |||||
| Jun 24, 2019 at 20:42 | history | asked | user11633140 | CC BY-SA 4.0 |