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Lock Thread when ticket is closed


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Lock Thread when ticket is closed
Creator Saudorun
Creator's Site(s) Mandalorian Ghosts
Public or Private Public
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Status Closed
Type Suggestion
Section of the Site Forum
Urgency (2 votes)
Rating (2 votes)
Description:
Should a thread be locked preventing others from voting to indicate their level of support and replying to the post when a ticket is "Closed"?
Official DKPSystem.com Comments
Add some mechanism to re-open a ticket.

User-Submitted Comments
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5338 days ago
Chops Said:
Quote by System
Should a thread be locked preventing others from voting to indicate their level of support and replying to the post when a ticket is "Closed"?


I'm, not so sure. Particularly in a case where I close the ticket, but it turns out I didn't solve the problem properly.
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5338 days ago
Saudorun Said:
Quote by Chops
Quote by System
Should a thread be locked preventing others from voting to indicate their level of support and replying to the post when a ticket is "Closed"?


I'm, not so sure. Particularly in a case where I close the ticket, but it turns out I didn't solve the problem properly.


I suppose I'm biased because it the way I've see it done being in a support based industry for the last 13 years. The way companies I have been with do it is to provide tracking. Repeat issues and such. You could watch dog yourself or in the event that DKPSystem grows large enough that you hire anyone to assist you it give a method to track what is happening with tickets.

You would still lock on closure of the ticket but then what you do is add a mechanism for you and the users to re-open the ticket if the issue still exists, re-occurs, etc. What this does is creates that trail to show. I fixed it. We confirmed it. It broke again. blah blah. Essentially if a user reports the same issue or you re-open the ticket then the ticket opens. The thread unlocks and the very next post shows details about when the post was locked, ticket closed, re-opened, new details of the reported problem, etc. The new details would be helpful and goes along with the idea of locking on closure because not all issues are the same to everyone. I might describe something similar to a problem that Misen or Nitesbane are having and while there are variations the interpretation might differ.

The other aspect is that if you take a suggestion and implement it. You would close that on the day you launch the feature. I think it would get confusing if someone kept posting bugs on the closed suggestion ticket instead of opening a bug ticket.

Its just my 2 cents.
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5338 days ago
Chops Said:
A lot of good points. Gives me something to "chew" on.
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