Diff for "QuestionLifeCycle"

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Differences between revisions 6 and 8 (spanning 2 versions)
⇤ ← Revision 6 as of 2007-04-23 21:41:57 →
Size: 2894
Editor: modemcable040
Comment: Updated for Answer Tracker terminology
← Revision 8 as of 2008-06-17 14:21:18 → ⇥
Size: 2790
Editor: localhost
Comment: converted to 1.6 markup
Deletions are marked like this. Additions are marked like this.
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= Support Request Life-cycle = = Question Life-cycle =
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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.		 The quesoitn ''Status'' attribute describes the current state of
the question. This attribute is displayed on the question's main page (well hidden in
the question portlet) as well as in most questions listing.
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The statuses defined for a support requests are: The statuses defined for a questions are:
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    '''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		     '''Open:''' The question needs an answer. This may be because the
    quesiton is new or because a previous answer didn't solve completely the
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    '''Answered:''' An answer was provided to the support request. We don't know if this answer solved the user's problem or not.     '''Answered:''' An answer was provided to the question. We don't know if this answer solved the user's problem 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 question received an answer and the owner confirmed that the problem is solved.
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    '''Expired:''' A support request in the '''Open''' or '''Needs information''' states that doesn't see any activity for more than two weeks is automatically set to this status.     '''Expired:''' A question in the '''Open''' or '''Needs information''' states that doesn't see any activity for more than two weeks is automatically set to this status.
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    '''Invalid:''' The support request's content isn't really a support request.     '''Invalid:''' The quesiton's content isn't really a valid support or help question related to the project.
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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 question starts its life in the '''Open''' state and will change its state automatically based on users' action.
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== Actions that affect the support request status == == Actions that affect the question status ==
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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 quesiton and will change its status in the described way.
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    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''.     1. A person (other than the reporter) comes in requests more information. When the status of the question is ''Open'', this will change it to ''Needs information''.
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    2. The reporter provides more information on the problem. When the status of the support request is ''Needs information'', this will change it back to ''Open''.     2. The reporter provides more information on the problem. When the status of the question is ''Needs information'', this will change it back to ''Open''.
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    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''.     3. A user gives an answer to the question. When the status of the question is ''Open'' or ''Needs information'', this will change it to ''Answered''.
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    4. The support request owner indicates that he has found the solution to the problem himself. This will change the status of the support request to ''Solved''.     4. The question owner indicates that he has found the solution to the problem himself. This will change the status of the question to ''Solved''.
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    5. The support request owner confirms an answer given by another user. This will change the status of the support request to ''Solved''.     5. The question owner confirms an answer given by another user. This will change the status of the question to ''Solved''.
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    6. After receiving an answer, the support request owner replies that the problem still occurs. This will change the status of the support request back to ''Open''.     6. After receiving an answer, the question owner replies that the problem still occurs. This will change the status of the question back to ''Open''.
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    7. After two weeks gone by with no new information added to a support request in the statuses ''Open'' or ''Needs information'', the support request's status is changed to ''Expired''.     7. After two weeks gone by with no new information added to a question in the statuses ''Open'' or ''Needs information'', the question's status is changed to ''Expired''.
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    8. A support contact or administrator rejects a support request which contains spam or is a duplicate. This changes the status to ''Invalid''.     8. An answer contact or administrator rejects a question which contains spam or is a duplicate. This changes the status to ''Invalid''.

Question Life-cycle

The quesoitn Status attribute describes the current state of the question. This attribute is displayed on the question's main page (well hidden in the question portlet) as well as in most questions listing.

Status definitions

The statuses defined for a questions are:

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

    Needs information: More information is required from the reporter before an answer can be provided.

    Answered: An answer was provided to the question. We don't know if this answer solved the user's problem or not.

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

    Expired: A question in the Open or Needs information states that doesn't see any activity for more than two weeks is automatically set to this status.

    Invalid: The quesiton's content isn't really a valid support or help question related to the project.

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

Actions that affect the question status

The following actions are possible on a quesiton 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 question is Open, this will change it to Needs information.

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

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

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

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

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

  7. After two weeks gone by with no new information added to a question in the statuses Open or Needs information, the question's status is changed to Expired.

  8. An answer contact or administrator rejects a question 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)