Changing subjects of Project:Support desk submissions for historical clarity
Wondering if there's a current procedure in place for "closing" a support ticket in Project:Support desk. It seems as though it would be valuable to have the ability to glance at the list and know which are resolved and which are open-ended. So I propose that any user involved in the conversation can close a ticket if the issue has been resolved. If it is prematurely closed ("oops - that didn't work after all") that same person, or a different person involved (like the original poster in this example) could change it back, if need be (although I suspect that would be rare).
In cases where it's not clear - like a solution was offered but no response to confirm it worked - I think we can close a ticket if it's been left unedited for 14 (7?) days and if a workable solution was posted.
We can also use these changes to note other ramifications like "[Resolved - bug 1234 created]" or "[Resolved - added to Manual:FAQ]".
Any feedback? If no objections, propose we implement this in a week (time for discourse). I can write up a page explaining it a bit more. Doesn't have to be a "required policy" but a best practice - unless folks feel more strongly about this than I do. :)
Looks like a possible use for the Summary field in LiquidThreads. I've done an example on this thread.
That's a good idea! Do you think there are instances when folks would only glance at the TOC or can we safely assume they'll browse down the page?
Well, this is how it usually works on wikis, except that you can't archive resolved issues. How LQT should be used is quite a mystery, see bugzilla:24815.
I think for the time being I'm going to propose a combination of the two. At the very least a comment added - but an update to subject if the person doing the maintenance is feeling frisky.
Adding a comment to mark something as closed, if you didn't actually do anything, it's a waste of other people's time because/if it bumps the thread etc.
