From cee6328c9f4eb30d3ec2e3aaccdd1a5443db21f0 Mon Sep 17 00:00:00 2001 From: Julie Prestopnik Date: Fri, 6 Sep 2024 11:55:16 -0600 Subject: [PATCH 1/4] Per 2679, updating user support documentation --- docs/Contributors_Guide/user_support.rst | 65 +++++++++++++++++------- 1 file changed, 47 insertions(+), 18 deletions(-) diff --git a/docs/Contributors_Guide/user_support.rst b/docs/Contributors_Guide/user_support.rst index ecade65d1..cef5ea21d 100644 --- a/docs/Contributors_Guide/user_support.rst +++ b/docs/Contributors_Guide/user_support.rst @@ -13,12 +13,12 @@ discussions and begin conversations in the right place. Support Responsibilities ======================== -Five staff members take turns monitoring Discussions each day of the week. +Staff members take turns monitoring Discussions throughout the week. -Each day, all support members should follow up on existing Discussions in +All support members should follow up on existing Discussions in which they are assigned (i.e. tagged). -The responsibilities for each daily assignee are described below. +The responsibilities for each assignee are described below. Review the Tips/Tricks Page @@ -62,11 +62,14 @@ Review the `unanswered discussions , but haven't heard back if the suggested actions helped. If it did, or if you found a different way of accomplishing your goal, we'd appreciate hearing from you. If you have additional questions on this, we can try to find a solution; otherwise we'll choose an answer and lock this discussion due to inactivity.* +the best answer so we can lock and close the discussion. The following +text may need to be modified to match a specific situation, but this is +a good starting point as an example: + +*I'd like to mark this discussion as being answered, and lock and close it, +to prevent future posts. That's how we encourage users to create new +discussions for new questions. But I wanted to give you an opportunity to +comment on it before doing so. Please feel free to select one of the +responses as being the best answer to your original question. That'll help +future users with similar questions find answers.* + +or + +*I wanted to check in with you about the initial discussion you submitted. +We were able to provide some guidance for you on , but haven't +heard back if the suggested actions helped. If it did, or if you found a +different way of accomplishing your goal, we'd appreciate hearing from you. +If you have additional questions on this, we can try to find a solution; +otherwise we'll choose an answer, and lock and close this discussion due +to inactivity.* + +If following up on discussions where the user hasn't responded back in two +weeks, consider posting something like the following before locking and closing +the discussion, filling in the MONTH and DAY below: + +* We were able to provide some guidance for you on , regarding the +initial discussion you submitted, but we haven't heard back if the suggested +actions helped. It is our +`policy `_ to lock and +close discussions after two weeks of inactivity.* GitHub users with sufficient permissions in the METplus repository should see a -"Lock conversation" link on the right side navigation of each Discussions page. +"Lock conversation" link on the right side navigation of each Discussions page +and a "Close discussion" button at the bottom of the page under the comment +box. From 91ed424fb6b9ab774c88e16dd4f2a34081558f07 Mon Sep 17 00:00:00 2001 From: Julie Prestopnik Date: Fri, 6 Sep 2024 11:59:58 -0600 Subject: [PATCH 2/4] Per #2679, fixing formatting error --- docs/Contributors_Guide/user_support.rst | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/docs/Contributors_Guide/user_support.rst b/docs/Contributors_Guide/user_support.rst index cef5ea21d..c4084b6e5 100644 --- a/docs/Contributors_Guide/user_support.rst +++ b/docs/Contributors_Guide/user_support.rst @@ -157,7 +157,7 @@ If following up on discussions where the user hasn't responded back in two weeks, consider posting something like the following before locking and closing the discussion, filling in the MONTH and DAY below: -* We were able to provide some guidance for you on , regarding the +*We were able to provide some guidance for you on , regarding the initial discussion you submitted, but we haven't heard back if the suggested actions helped. It is our `policy `_ to lock and From 7c945fbf6aaac0607ca8d3e04ead335c19029f29 Mon Sep 17 00:00:00 2001 From: John Halley Gotway Date: Fri, 6 Sep 2024 16:42:13 -0600 Subject: [PATCH 3/4] Update user_support.rst --- docs/Contributors_Guide/user_support.rst | 5 ++++- 1 file changed, 4 insertions(+), 1 deletion(-) diff --git a/docs/Contributors_Guide/user_support.rst b/docs/Contributors_Guide/user_support.rst index c4084b6e5..93c9a089a 100644 --- a/docs/Contributors_Guide/user_support.rst +++ b/docs/Contributors_Guide/user_support.rst @@ -77,7 +77,7 @@ Review the `unanswered discussions `_. +Review `answered discussions that are unlocked `_. If there is any recent activity on an **answered** question that indicates the questioner is satisified with the response, click on the button to **lock** the @@ -113,6 +113,9 @@ Actions for Handling New Discussions `How to Send Us Data `_ discussions post and asking them to let you know once they have uploaded it. + * If the question is due to unclear or insufficient documentation, please fix + the documentation and point the user to the updated documentation. + .. _lock_discussions: From 64c6534f159f4c86d7f9fc261216fc13dcb8c923 Mon Sep 17 00:00:00 2001 From: John Halley Gotway Date: Fri, 6 Sep 2024 16:47:14 -0600 Subject: [PATCH 4/4] Update user_support.rst --- docs/Contributors_Guide/user_support.rst | 8 ++++---- 1 file changed, 4 insertions(+), 4 deletions(-) diff --git a/docs/Contributors_Guide/user_support.rst b/docs/Contributors_Guide/user_support.rst index 93c9a089a..d504141c6 100644 --- a/docs/Contributors_Guide/user_support.rst +++ b/docs/Contributors_Guide/user_support.rst @@ -67,7 +67,7 @@ Review the `unanswered discussions `_ discussions post and asking them to let you know once they have uploaded it. - * If the question is due to unclear or insufficient documentation, please fix - the documentation and point the user to the updated documentation. - .. _lock_discussions: