Changes between Version 7 and Version 8 of KiT×2013

Timestamp:

Nov 8, 2012, 12:07:27 AM (9 years ago)

Author:

Daniel Kahn Gillmor

Comment:

--

KiT×2013

@@ -43 +43 @@
 == Best Practices ==
 
+=== Read the Ticket and All Comments ===
+
+We're not doing automated/batch closes of tickets.  Reading the full history of the report, thinking about it, and putting yourself in the shoes of the reporter go a long way toward doing triage respectfully instead of dismissively.
+
 === Look up the Member and the Relevant Service ===
 
@@ -56 +60 @@
 
 As you're triaging a ticket, go ahead and scan the keywords field.  Try to normalize the keywords into a space-separated list of the relevant terms.  Take a quick search for other similar tickets to see what their keywords look like if you're not sure what's plausible.  This isn't terribly important, and your time will be better spent closing other tickets.  Once you've closed a dozen or two, you'll have a pretty decent sense of what sort of keywords are reasonable.
+
+=== Choose a Resolution ===
+
+If you're closing a ticket or putting it in feedback state, you should pick a reasonable resolution.  Where it seems plausible that the ticket has been resolved, either by a question being answered, or by some technical fixes, "fixed" is a good one.  If you can't convince yourself that the ticket has been successfully resolved, but you can't find any existing problems to solve either, "worksforme" might be the right choice.