[Fiware-coaches] Reject and Re-open options for FLUA tickets

[Federico Michele Facca]

On Fri, Jul 3, 2015 at 10:18 AM, Chulani, Ilknur <ilknur.chulani at atos.net>
wrote:

>  Hi Stefano,
>
>
>
> Thank you for your feedback. I completely agree, the “Close” option would
> be the best, but the issue is “Close” option is disabled in the FLUA
> tickets. That’s why we end up using the “reject” option as a workaround.
> Now, the reject option also does not seem possible any more without having
> to make up fake data for lots of fields. Would it be possible for Federico
> or his team to enable “Close” option in this tracker or to allow “reject”
> without having to enter the mandatory fields?
>

i see some confusion here. reject or accept describes only the status of
the request. and has nothing to do with what you say to the person...
i.e. by clicking accept or reject you close the ticket assigning to it a
label. logically a duplicated request should ends in the "reject" case, you
are telling the person "there is already an open ticket, so we go on from
that one and i close this one."

if you wanna be precise then you link the ticket also to the duplicate one.

as said, there is no issue: the user view and the help desk view are two
separate things and we should not confuse them.
from the help desk point of view, a request cannot end in inconsistend
status.



>
> Regarding “re-open”, this is needed mostly when the user’s request did not
> complete properly,  for instance the node team did not grant the community
> account properly or if the user is still having access issues, etc.
> Currently, we re-open only the node ticket in these cases, not able to
> re-open the main ticket. I feel this is more or less tolerable, but the
> “close” issue I mentioned above is more urgent to resolve.
>

to re-open at the moment you need to be admin.

best,
federico


>
>
> Best regards,
>
>
>
> ilknur
>
>
>
> *From:* stefano de panfilis [mailto:stefano.depanfilis at eng.it]
> *Sent:* Thursday, July 02, 2015 8:19 PM
> *To:* Chulani, Ilknur
> *Cc:* Federico Michele Facca; fiware-coaches at lists.fi-ware.org
> *Subject:* Re: [Fiware-coaches] Reject and Re-open options for FLUA
> tickets
>
>
>
> dear ilknur,
>
> my advises in line:
>
>
>
>
> I have two questions regarding the FLUA tracker:
>
>
>
> 1- In some cases we need to close a FLUA ticket without approving or
> rejecting the request, for instance, when it is a duplicate request. Since
> there is no existing options for doing this, I was using the reject option
> to close the duplicate request using the “reject” option.
>
>
>
> But now this is also not possible, as this option now forces you to fill
> in missing fields in the SMEs form, such as instance number etc. Has there
> been a change in the FLUA tracker logic to force all fields to be filled in?
>
>
>
> Here is an example:
>
> https://jira.fiware.org:8443/browse/FLUA-1220
>
>
>
> simply close it with a message "duplicate ticket". perhaps too simple, but
> better than the negative "reject".
>
>
>
>
> 2- Other thing is, there is no way to re-open a FLUA ticket once it is
> closed, this could be helpful as well, as sometimes we get further
> inquiries from the SMEs after their request has been processed.
>
>
>
> if the ticket was closed this means the request was solved. so if it is a
> further request (e.g. more memory, or info about a specific ge not present)
> a new ticket should be open as this is anyway a new story.
>
> ciao,
>
> stefano
>
>
>
> Best regards,
>
>
>
> ilknur
>
>   *İlknur Chulani*
>
>
>
> Technical Lead
>
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> --
>
> Stefano De Panfilis
> Chief Innovation Officer
> Engineering Ingegneria Informatica S.p.A.
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>     Bu mesaj ve ekleri gönderilen kişiye özeldir ve gizli bilgiler
> içerebilir. Eğer mesajın gönderilmek istendiği kişi değilseniz lütfen
> kopyalamayınız, başkalarına göndermeyiniz ve göndericiyi bilgilendiriniz.
> Internet üzerinden gönderilen mesajların güvenli ve hatasız olduğunun
> garantisi olmadığından Atos grubu mesajın içeriğinden sorumlu tutulamaz.
> Göndericinin bilgisayarı anti-virüs sistemleri tarafından taranmaktadır,
> ancak yine de mesajın virüs içermediği garanti edilemez ve gönderici,
> meydana gelebilecek zararlardan sorumlu tutulamaz.
>
> This e-mail and the documents attached are confidential and intended
> solely for the addressee; it may also be privileged. If you receive this
> e-mail in error, please notify the sender immediately and destroy it. As
> its integrity cannot be secured on the Internet, the Atos group liability
> cannot be triggered for the message content. Although the sender endeavors
> to maintain a computer virus-free network, the sender does not warrant that
> this transmission is virus-free and will not be liable for any damages
> resulting from any virus transmitted.
>



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