mantisbt:support_corner
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mantisbt:support_corner [2010/01/27 06:02] – created based on Victor's message on the devel list rolfkleef | mantisbt:support_corner [2014/01/09 08:54] (current) – dregad | ||
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====== Support Corner ====== | ====== Support Corner ====== | ||
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+ | Our target should always be to resolve more bugs than our incoming rate. Use the [[http:// | ||
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+ | |||
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===== Triage process ===== | ===== Triage process ===== | ||
- | During | + | During |
- | - Resolve duplicate issues. | + | - If possible, try to immediately resolve |
- | - Acknowledge | + | * duplicates |
+ | * support requests (i.e. issues that are neither a bug in Mantis nor a new feature request) | ||
+ | * bugs related | ||
+ | * "unable to attach a file" | ||
+ | * old localization bugs (prior to swite-TranslateWiki), | ||
- Update categories as appropriate. | - Update categories as appropriate. | ||
+ | - Revise priority / severity if needed | ||
- Add relationships if appropriate. | - Add relationships if appropriate. | ||
- | - If an issue is critical and should be fixed in the next release, then set the target release as appropriate. | + | - Set target release: |
- | - Whenever an issue is waiting on feedback from reporter make sure it is marked as feedback. | + | - Add standard tags like " |
- | - Add standard tags like " | + | - Acknowledge issues that make sense rather leaving them as New. |
- | - It is OK resolving | + | - Whenever requesting additional information from the reporter, Use of one of the **MoreInfo* snippets** |
- | - If there are very old localization bugs, they would probably be outdated. | + | |
- | - Our target should always be to resolve more bugs than our incoming rate. | + | Help with the forums would be greatly |
- | - Resolve support questions | + | |
mantisbt/support_corner.1264590138.txt.gz · Last modified: 2011/11/16 07:55 (external edit)