Diff for "QuestionLifeCycle"

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Differences between revisions 1 and 4 (spanning 3 versions)
⇤ ← Revision 1 as of 2006-10-21 22:33:08 →
Size: 2783
Editor: modemcable207
Comment:
← Revision 4 as of 2006-11-09 00:22:27 → ⇥
Size: 2824
Editor: 68
Comment:
Deletions are marked like this. Additions are marked like this.
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the request. This attribute is displayed on the request main page as well as the request. This attribute is displayed on the request's main page as well as
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    '''Answered:''' An answered was provided on the support request. We don't
    know if this answer worked or not.		     '''Answered:''' An answer was provided to the support request. We don't know if this answer worked or not.
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    '''Solved:''' The support request received an answer and the request owner
    confirmed that the problem is solved.		     '''Solved:''' The support request received an answer and the request owner confirmed that the problem is solved.
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    '''Expired:''' A support request '''Open''' or '''Needs information'''
   didn't receive any activity for more than two weeks.		     '''Expired:''' A support request in the '''Open''' or '''Needs information''' states that didn't see any activity for more than two weeks.
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    '''Invalid:''' The support request content isn't really a support
    request.		     '''Invalid:''' The support request's content isn't really a support request.
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A support request starts its life in the '''Open'''state and will change its
state automatically based on users' action.		 A support request starts its life in the '''Open''' state and will change its state automatically based on users' action.
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The following actions are possible on a support request and will change its
status in the described way.		 The following actions are possible on a support request and will change its status in the described way.
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    1. A user requests for more information. When the status of the support request is ''Open'', this will change it to ''Needs information''.     1. A person (other than the reporter) comes in requests more information. When the status of the support request is ''Open'', this will change it to ''Needs information''.
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    3. A user gives an answer on the support request. When the status of the support request is ''Open'' or ''Needs information'', this will change it to ''Answered''.     3. A user gives an answer to the support request. When the status of the support request is ''Open'' or ''Needs information'', this will change it to ''Answered''.
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    4. The support request owner tells that he found the solution to the problem. This will change the status of the support request to ''Solved''.     4. The support request owner indicates that he found the solution to the problem himself. This will change the status of the support request to ''Solved''.

Support Request Life-cycle

The support request Status attribute describes the current state of the request. This attribute is displayed on the request's main page as well as in most support requests listing.

Status definitions

The statuses defined for a support requests are:

  • Open: The support request needs an answer. This may be because the request is new or because a previous answer didn't solve completely the problem.

    Needs information: The support request needs more information on the part of the request owner before an answer can be provided.

    Answered: An answer was provided to the support request. We don't know if this answer worked or not.

    Solved: The support request received an answer and the request owner confirmed that the problem is solved.

    Expired: A support request in the Open or Needs information states that didn't see any activity for more than two weeks.

    Invalid: The support request's content isn't really a support request.

A support request starts its life in the Open state and will change its state automatically based on users' action.

Actions that affect the support request status

The following actions are possible on a support request and will change its status in the described way.

  1. A person (other than the reporter) comes in requests more information. When the status of the support request is Open, this will change it to Needs information.

  2. The support request owner provides more information on the problem. When the status of the support request is Needs information, this will change it back to Open.

  3. A user gives an answer to the support request. When the status of the support request is Open or Needs information, this will change it to Answered.

  4. The support request owner indicates that he found the solution to the problem himself. This will change the status of the support request to Solved.

  5. The support request owner confirms an answer given by another user. This will change the status of the support request to Solved.

  6. After receiving an answer, the support request owner replies that the problem still occurs. This will changes the status of the support request back to Open.

  7. After two weeks where no need information was given on a support request with status Open or Needs information, the support request status is changed to Expired.

  8. A support contact or administrator rejects a support request which contains spam or is a duplicate. This changes the status to Invalid.

  9. An administrator can change the status to an arbitrary value using the Change Status link.

QuestionLifeCycle (last edited 2008-06-17 14:21:18 by localhost)