[Fiware-webui] Tickets in the FIWARE help mailing lists

[Philipp Slusallek]

Hi,

There has been some misunderstanding regarding the handling of incoming
emails through the several help mailing lists of FIWARE. In the
beginning they where centrally assigned to chapters through Manuel (and
maybe others).

This has changed a while ago: The new rule is that anyone on these lists
monitors them for issues that affect WebUI. If its a small and quick
question, we should just answer it and close the ticket.

If ts a bug report or something that takes longer to take care of we
should clone the ticket to a new WebUI ticket that is then the main
effort of work. If this completely takes care of the issue, we should
write a meaningful response to the sender (in a comment to the ticket).

Regarding closing cloned issues I suggest the following: Its important
to make sure the original ticket is closed eventually. Either through
the cloning operation itself (if the response to the user is considered
final, e.g. with a comment like "will be fixed in the next release").

For other cases where further interaction with the user is
expected/needed, one has to make sure that the original ticket gets
finally closed once our clone is closed. This is easily forgotten and so
we should take care of this (this is one reason why I do not think that
the cloning is the best option, but that is the current practice).

I will monitor the help lists, but any help in that is always
appreciated (but please always add a comment, when you handle something,
so I do not do it again).


Best,

	Philipp
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