I’m wondering if we need something for Get Help to keep the triage process flowing…
Get Help is a place we expect our volunteers to do work in, so it’s on us to make that a usable experience. We’re have the Solved plugin for marking things as solved, which is great - but there are often posts which don’t have solutions but which don’t require a response either.
I’d like to be able to document an advanced search string, such that our responders can find things to work on. Clearly
#help status:unsolved is part of that, but it’s not enough. I can see 2 ways to improve it (open to more ideas as well):
- Set an auto-close rule, say 30 days after the last post. This means you can search on
status:openand not get ancient unsolved topics. It also avoids “thread necromancy” where people post on years-old topics. However, in some cases it could mean new topics created that probably would have been posted to the old one if it was open.
- Use a triage tag, say
pausedor something, and then search on
-tag:paused. This means the topic remains open for future input, but someone has to manage the tags (in particular, if a user returns to say the issue re-occurred, the tag needs to be removed).
I’m leaning towards 1, and having an auto-close rule. In the rare case of a new topic being created because the old one was closed, we can always merge the topics and re-open it.