www/server/standards README.webmastering.html

[Karl Berry]

CVSROOT:        /web/www
Module name:    www
Changes by:     Karl Berry <karl>       09/01/12 01:50:59

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

Log message:
        forget stalled; we do not use it any more.  Also, escalation is just 
www-discuss these days.

CVSWeb URLs:
http://web.cvs.savannah.gnu.org/viewcvs/www/server/standards/README.webmastering.html?cvsroot=www&r1=1.76&r2=1.77

Patches:
Index: README.webmastering.html
===================================================================
RCS file: /web/www/www/server/standards/README.webmastering.html,v
retrieving revision 1.76
retrieving revision 1.77
diff -u -b -r1.76 -r1.77
--- README.webmastering.html    6 Jan 2009 22:44:14 -0000       1.76
+++ README.webmastering.html    12 Jan 2009 01:49:56 -0000      1.77
@@ -439,79 +439,50 @@
 you're primarily doing work by e-mail, however.
 </p>
 
+
 <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>.  Each has
-its own purpose.
-</p>
+<p>There are five ticket statuses: <tt>new</tt>, <tt>open</tt>,
+<tt>stalled</tt>, <tt>resolved</tt>, and <tt>deleted</tt>.</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>
+<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>
 
-<p>
-<tt>open</tt> is for tickets which are being worked on.  RT will
+<p><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>
+are added; you usually won't need to change a ticket to be open
+manually.</p>
 
-<p>
-<tt>deleted</tt> is for tickets which are spam or otherwise bogus.
-If you use Emacs, or an mbox mailer, there are scripts which makes it
-easy to mass-file spam tickets as dead, so if you see tickets that are
-just spam.  Make sure to mark them as spam as well.  You can also use
-the web interface's search facility to do this (under "update all").
-</p>
+<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>
 
-<p>
-<tt>stalled</tt> is for valid tickets which are unresolved, but
-which require more information from outside parties (like the original
-requestor) before we can address them.  Give a ticket this status whenever
-we need information from someone not in the GNU project to fix it.
-For example, a software maintainer may send mail asking us to put up a
-new version of a page.  If there was a problem with it, you could mail
-them detailing the problem, asking what the fix should be, and mark
-the ticket stalled.  This status is also to avoid perma-open tickets,
-ie when you have stopped working on a ticket, but have not resolved it.
-</p>
+<p><tt>stalled</tt> should not be used.</p>
 
-<p>
-resolved is for tickets whose problems have been addressed.  Do this when
-you complete the request outlined in the ticket.
-</p>
+<p><tt>resolved</tt> is for tickets whose problems have been addressed.
+Do this when you complete the request outlined in the ticket.</p>
 
-<p>
-Beyond that, there are a few other considerations when changing tickets'
-status:
-</p>
+<p>Other considerations regarding tickets' status:</p>
 
 <ul>
-<li>Feel free to mark tickets as stalled or resolved liberally.  If new
-    correspondence comes in about them, they will automatically be re-marked
-    as open.  If there are no more apparent problems, it's usually better to
-    get it out of the way right away, rather than wait on the off-chcance
-    that more correspondence about it might come in.</li>
-
-<li>If a ticket is particularly urgent, it may be better to leave its status
-    open, rather than marking it as stalled, if we need more information.
-    That way, we will keep seeing it, and remember to push for the necessary
-    information, rather than forgetting about it.  (Stalled tickets can be
-    searched, but by default are hidden except on your entry page.)</li>
+<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>
+
+<li>However, if a ticket is important, it is best to keep it open
+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>
 </ul>
 
+
 <h4>RT - Ticket Escalation</h4>
 
-<p>
-If you'd like to handle a request, but aren't sure how to go about it,
-leave the ticket open, and set the "discuss-at-meeting" keyword to "yes."
-You can do this by clicking the "Keyword Selections" link on a ticket's
-page, highlighting the "yes" option under "discuss-at-meeting," and then
-saving the changes.  You can also email webmaster-escalate, or
-the www-discuss list.
-</p>
+<p>If you'd like to handle a request but aren't sure how to go about it,
+or think a request is important and may have been overlooked, leave the
+ticket open, and email the www-discuss list.</p>
+
 
 <a name="rtmisdirected"></a>
 <h4>RT - Misdirected Tickets</h4>
@@ -1241,7 +1212,7 @@
 
   <p>Updated:
      <!-- timestamp start -->
-     $Date: 2009/01/06 22:44:14 $
+     $Date: 2009/01/12 01:49:56 $
      <!-- timestamp end -->
   </p>
   </div>