www/server/standards README.webmastering.html

[Karl Berry]

CVSROOT:        /web/www
Module name:    www
Changes by:     Karl Berry <karl>       09/01/14 22:53:18

Modified files:
        server/standards: README.webmastering.html 

Log message:
        we do not use rejected, either

CVSWeb URLs:
http://web.cvs.savannah.gnu.org/viewcvs/www/server/standards/README.webmastering.html?cvsroot=www&r1=1.79&r2=1.80

Patches:
Index: README.webmastering.html
===================================================================
RCS file: /web/www/www/server/standards/README.webmastering.html,v
retrieving revision 1.79
retrieving revision 1.80
diff -u -b -r1.79 -r1.80
--- README.webmastering.html    14 Jan 2009 22:48:07 -0000      1.79
+++ README.webmastering.html    14 Jan 2009 22:53:15 -0000      1.80
@@ -442,25 +442,31 @@
 
 <h4>RT - Ticket Status</h4>
 
-<p>There are five ticket statuses: <tt>new</tt>, <tt>open</tt>,
-<tt>stalled</tt>, <tt>resolved</tt>, and <tt>deleted</tt>.</p>
+<p>Here are the possible ticket statuses in RT:</p>
 
-<p><tt>new</tt> is for tickets which have not had work done on them yet.
-There usually isn't a need to set a ticket to this status.</p>
+<ul>
+<li><tt>new</tt> is for tickets which have not had work done on them yet.
+RT assigns new tickets this status automatically; there is no need to
+explicitly set it.</li>
 
-<p><tt>open</tt> is for tickets which are being worked on.  RT will
+<li><tt>open</tt> is for tickets which are being worked on.  RT will
 automatically give a ticket this status when comments or correspondence
 are added; you usually won't need to change a ticket to be open
-manually.</p>
+manually.</li>
 
-<p><tt>deleted</tt> is for tickets which are spam.  This is set
-automatically by the &lsquo;Mark as Spam&rsquo; option in the web
-interface.</p>
+<li><tt>resolved</tt> is for tickets whose problems have been addressed.
+Do this when you complete the request outlined in the ticket, or
+determined it's inapplicable, or otherwise dealt with it.  Until it is
+completely addressed, leave it open.</li>
+
+<li><tt>deleted</tt> is for tickets which are spam (and only spam).
+This status is set automatically by the &lsquo;Mark as Spam&rsquo;
+option in the web interface, which is the most convenient way to handle
+spam tickets.</li>
 
-<p><tt>stalled</tt> should not be used.</p>
+<li><tt>rejected</tt> and <tt>stalled</tt> should not be used.</li>
 
-<p><tt>resolved</tt> is for tickets whose problems have been addressed.
-Do this when you complete the request outlined in the ticket.</p>
+</ul>
 
 <p>Other considerations regarding tickets' status:</p>
 
@@ -468,9 +474,9 @@
 <li>Feel free to mark tickets as resolved liberally.  If new
 correspondence comes in about them, they will automatically be
 re-opened.  If it is just a random request for which there is nothing in
-particular to do, simply reply and mark it resolved.</li>
+particular to do, simply reply as needed and mark it resolved.</li>
 
-<li>However, if a ticket is important, it is best to keep it open
+<li>However, if a ticket is important, it is best to keep it
 open, even when we need more information.  That way, we will keep seeing
 it, and remember to push for the necessary information, rather than
 forgetting about it.</li>
@@ -1221,7 +1227,7 @@
 
   <p>Updated:
      <!-- timestamp start -->
-     $Date: 2009/01/14 22:48:07 $
+     $Date: 2009/01/14 22:53:15 $
      <!-- timestamp end -->
   </p>
   </div>