Dear Federico, Thanks for the clarification. We indeed use the “reject” option as you say, to close the duplicate tickets or any other tickets that do not require a new node ticket. But the problem is we cannot do this anymore. I believe something has changed in the system. Now it is asking us to fill in all the fields the user has missed in the form when we try to reject a request. Would it be possible to fix this and make it like the old way? Many thanks, ilknur From: Federico Michele Facca [mailto:federico.facca at create-net.org] Sent: Friday, July 03, 2015 12:04 PM To: Chulani, Ilknur Cc: stefano de panfilis; fiware-coaches at lists.fi-ware.org Subject: Re: [Fiware-coaches] Reject and Re-open options for FLUA tickets On Fri, Jul 3, 2015 at 10:18 AM, Chulani, Ilknur <ilknur.chulani at atos.net<mailto: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<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<mailto: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 Research & Innovation ilknur.chulani at atos.net<mailto:İlknur.chulani at atos.net> T +90 212 286 4666<tel:%2B90%20212%20286%204666> ITU ARI-2 Teknokent B Blok K4 34398 Maslak, Istanbul, Turkey www.atosresearch.eu<http://www.atosresearch.eu/> www.atos.net<http://www.atos.net/> [cid:image002.jpg at 01D0B58B.1071A7F0] Bu mesaj ve ekleri gönderilen kiþiye özeldir ve gizli bilgiler içerebilir. Eðer mesajýn gönderilmek istendiði kiþi deðilseniz lütfen kopyalamayýnýz, baþkalarýna göndermeyiniz ve göndericiyi bilgilendiriniz. Internet üzerinden gönderilen mesajlarýn güvenli ve hatasýz olduðunun garantisi olmadýðýndan Atos grubu mesajýn içeriðinden sorumlu tutulamaz. Göndericinin bilgisayarý anti-virüs sistemleri tarafýndan taranmaktadýr, ancak yine de mesajýn virüs içermediði 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. _______________________________________________ Fiware-coaches mailing list Fiware-coaches at lists.fi-ware.org<mailto:Fiware-coaches at lists.fi-ware.org> https://lists.fi-ware.org/listinfo/fiware-coaches -- Stefano De Panfilis Chief Innovation Officer Engineering Ingegneria Informatica S.p.A. via Riccardo Morandi 32 00148 Roma Italy tel (direct): +39-06-8759-4253<tel:%2B39-06-8759-4253> tel (secr.): +39-068307-4513<tel:%2B39-068307-4513> fax: +39-068307-4200<tel:%2B39-068307-4200> cell: +39-335-7542-567 skype: depa01 twitter: @depa01 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. -- -- Future Internet is closer than you think! http://www.fiware.org Official Mirantis partner for OpenStack Training https://www.create-net.org/community/openstack-training -- Dr. Federico M. Facca CREATE-NET Via alla Cascata 56/D 38123 Povo Trento (Italy) P +39 0461 312471 M +39 334 6049758 E federico.facca at create-net.org<mailto:federico.facca at create-net.org> T @chicco785 W www.create-net.org<http://www.create-net.org> 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: <https://lists.fiware.org/private/fiware-coaches/attachments/20150703/913aacb1/attachment.html> -------------- next part -------------- A non-text attachment was scrubbed... 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