Support » Requests and Feedback » “Resolved” – the topic author has no control – suggestions

  • Resolved MKSnMKS

    (@mksnmks)


    When a member starts a topic on a plugin forum.
    The plugin author can set the topic as “resolved”.
    The topic author has no say, and no control.
    The measure of satisfaction of resolution is entirely up to the plugin author.

    It might be prudent to permit the topic author, to contest this setting,
    or be consulted before the the topic is “resolved”.

    The “resolution” of a topic, effectively indicates that (at least the plugin author) thinks there is no more to talk about.

    So some suggestions to enhance the integrity of this feature;

    1) Plugin author consult with topic author to agree topic is resolved.
    This can be done automatically, so that when a Plugin Author clicks the “resolve” button (instead of marking the topic as resolved), it sends a request to the topic author to confirm resolution (or not).

    2) Plugin Author and Topic Author may be able to edit the setting without confirmation with others – this might be an option for the Plugin Author to indicate to their forums what level of satisfaction they aim for.

    3) Topic Author may contest the “resolved” setting, first with the Plugin Author, and lastly with some arbitrator/admin at WordPress.

    4) statistics may be gathered as to number of topics raised, number of topics resolved, and (if theses suggestions are implemented) the number of unsatisfactorily marked “resolved”s, and number of verified (by wordpress) resolved that were possibly/probably/blatantly incorrect, and number of complaints of being unresolved that were actually resolved suitably enough (an incorrect complaint of non resolution).

    The process steps can be automated to just click on a button to do.

    There are additional features that could be imagined now or added later.
    But this will do for now.

    Thank you

Viewing 5 replies - 1 through 5 (of 5 total)
  • Moderator Andrew Nevins

    (@anevins)

    Forum moderator

    3) Topic Author may contest the “resolved” setting, first with the Plugin Author, and lastly with some arbitrator/admin at WordPress.

    Can they not do this already? If the author cannot set the state on their thread I think that’s a bug. It’s meant to be there. The author can then reply to the thread to ask the plugin author not to mark the thread resolved.

    Moderator Jan Dembowski

    (@jdembowski)

    Brute Squad and Volunteer Moderator

    When a member starts a topic on a plugin forum.
    The plugin author can set the topic as “resolved”.
    The topic author has no say, and no control.

    Emphasis added by me.

    As you are aware the original poster can always mark their topic as resolved or not resolved.

    It might be prudent to permit the topic author, to contest this setting,
    or be consulted before the the topic is “resolved”.

    Why? Some people (well, lots of them really) post a topic and get a solution and never reply. It is prudent to permit the plugin author to mark topic resolved for that reason.

    Plugin and theme authors are like mini-moderators for their own support sub-forum on WordPress.ORG.

    These are volunteer support forums and the “volunteer” part is important. There’s no such thing as contesting a topic here, users are not customers and that’s not the model here.

    If an author replies or not then either case is fine. That includes if the author chooses to resolve a topic or not. You can contest it by un-resolving it and replying. If you feel so inclined you can also leave a review in that plugin or theme’s review section.

    Support is part of the experience after all and that often does go into reviews.

    Hi Andrew Nevins (@anevins),

    Possibly it is a bug.
    Where is the way to change the “Resolved” setting, (so I can check if it works)?

    Intuitively, it might be expected that the “Resolved” green rectangle would be the place to go, but it doesn’t work, nad there is no obvious menu link.

    Observed behaviour
    Hovering over the “Resolved” green rectangle does not indicate a link.
    Hovering over the “Resolved” green rectangle changes the cursor from an arrow to “insertion” (as in text edit) mode.

    Hi Jan Dembowski (@jdembowski),
    Thank you for your reply.
    Re

    As you are aware the original poster can always mark their topic as resolved or not resolved.

    Your first premise, though flattering by assuming possession of awareness is inaccurate. This is because as has been explained, there is no such function presenting itself for this user to actually be aware of. What this user is aware of experiencing, is that lack of it.
    So for the purposes of diagnosing the problem, Andrew Nevins
    proposition of it being a bug sounds reasonably practical and probable.

    Apart from whether it is a bug or not,
    from a user friendly experience, there is no additional hint, prompt, notice to even suggest that such functions are available. Having any of these would improve the useability.

    You have made additional comments, which are addressed below;

    a)

    Why? Some people (well, lots of them really) post a topic and get a solution and never reply. It is prudent to permit the plugin author to mark topic resolved for that reason.

    In answer to you question “Why”.
    This is quite correct. It is not clear why you have raised this, as nothing in what I have said, or intended, was to prevent the plugin author from acting this way.
    So just to clarify, in order to avoid future confusion.
    The suggestion made (whether or not presently available, or functional, or bug free), is that “the thread/topic author can have some input into the decision process.”

    b)

    Plugin and theme authors are like mini-moderators for their own support sub-forum on WordPress.ORG.

    Thank you for confirming this.
    This is exactly why the following suggestion was made;

    3) Topic Author may contest the “resolved” setting, first with the Plugin Author, and lastly with some arbitrator/admin at WordPress.

    The reason being is that it is respectful of the plugin author, and establishes sensible channels of addressing an issue and redress.

    c1)

    These are volunteer support forums and the “volunteer” part is important. There’s no such thing as contesting a topic here, users are not customers and that’s not the model here.

    Quite correct also.
    There are many many volunteers, and that includes the users of the plugins that contribute to these forums, and come up with ideas for improvements, and help test and debug. It’s all part of the huge community. (and some might observe how this is incrementally influencing the world).

    c2) You have made two particular statements ;

    There’s no such thing as contesting a topic here.

    As you are aware the original poster can always mark their topic as resolved or not resolved.

    You can contest it by un-resolving it and replying.

    Is there some difference between “the original poster” be able to “mark their topis as … not resolved”, and “contesting a topic”?
    If there is a difference, then would it not be sensible to have a process of sorting out the differences?
    Please can you clarify what you understand the situation “to be” and what you intend the situation “to be in future”.

    d1)

    If an author replies or not then either case is fine. That includes if the author chooses to resolve a topic or not. You can contest it by un-resolving it and replying. If you feel so inclined you can also leave a review in that plugin or theme’s review section.

    This again is quite correct.
    The plugin author, and the topic/thread author are both under no obligation to reply.
    But just to be clear, there has been no suggestion made that either of them “should” reply.
    But since you mention it, several people might consider it rude, for a plugin author to mark an issue as resolved, without even making a simple comment. But that is not a point I am intending to raise, as just about everybody is willing to engage in dialogue, and it goes without saying.

    d2) Thank you for suggesting the option of “leaving a review”, which is an option that most user are made well aware of.
    One of the reasons why the options that have been suggested above were made was that a review is much more permanent, even though it may have been relevant at an earlier point in time.
    The above suggestions were made so the plugin author has more opportunity to respond to issues that any user considers important, even though the plugin author may have initially under estimated the importance (sometimes based on false assumptions). With this flexibility in communication, there is much less chance of issues “going amiss” or un-noticed.
    The aim is to avoid a more permanent negative portrayal of a plugin by recourse to “leaving a (negative) review”.
    And of course, there may be other avenues for improving dialogue, feedback, suggestions, complaints, user surveys, participation, etc, but these may only come with time, and further discussion as to the possibilities.

    In summation
    Thank you for your elucidation.

    As of yet, I still am not experiencing a way to mark this topic as “Un-Resolved”, so it remains entirely in the hands of the support crew (this is not a plugin suggestion), to mark this topic as un-resolved, because I can not, and you have been informed that I can not.

    Nobody has yet explained where the option(s) are actually accessible for the topic author to un-resolve the topic. It might be expectable that it be in menu on the right hand side of the topic display, and/or next to the submit button, and/or able to be activated by the green “resolved” rectangle, or other (multiple) methods. So far there has been no illumination.

    Thank you

    Hi Jan Dembowski (@jdembowski),
    I make a correction of an error ;

    “two particular statements” should have been “three particular statements”

    Thank you

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