Making WordPress.org

Opened 6 weeks ago

Last modified 6 weeks ago

#7659 new enhancement

Add Blue Checkmark | Plugin Support Topics

Reported by: generosus's profile generosus Owned by:
Milestone: Priority: normal
Component: Support Forums Keywords: 2nd-opinion dev-feedback
Cc:

Description

Issue:

Currently, plugin support topics are labeled as "Resolved" with a Green checkmark.

Unfortunately, plugin developers are also using (and abusing) the Green checkmark as an indicator that they viewed and answered the topic, but did not necessarily "Resolved" it.

Here's one good example: https://prnt.sc/jvlYgHxPuhQS

This is causing confusion and frustration amongst plugin users who are searching for a real fix or solution to their issue(s).

Solution:

Based on the above, I would like to recommend the creation and placement of a Blue checkmark next to the support topic to indicate it has been viewed and answered by the plugin developer. If and when the topic is truly resolved, the topic owner or the developer can then change the topic to "Resolved" (Green checkmark).

Implementation (Summary):

Add "answered" to the topic Status dropdown box. Details: https://prnt.sc/Zqc0ir35Wr5L

When "answered" is selected, a Blue checkbox is placed next to the support topic.

Benefits:

Eliminate "tug of wars" between the topic owner and plugin developer concerning the final resolution to a plugin issue.
Plugin users can identify and view "real" plugin solutions a lot faster.

Cheers!

[Note: Posting this topic in this forum based on the advice given here by @nekojonez]

Change History (10)

#1 @Otto42
6 weeks ago

Let us ignore the blue/green question here for a minute. Let's get down to essentials.

Basically, a forum topic has three different states, not-resolved, resolved, not a support question. We can ignore the not a support question issue, and basically it's resolved or not-resolved.

So when you break it down, your proposal is to add a third status of resolved by user, or resolved by plugin author. To separate those two different statuses. By colors or whatever means, it doesn't matter.

Correct?

#2 @generosus
6 weeks ago

Hi @Otto42,

Adding a fourth drop-down option -- say "Answered" and perhaps only available to plugin developers -- will eliminate many tug-o-wars and help WP plugin users find "real" solutions to their plugin issue(s).

I would be cautious about adding the drop-down options you suggested since the main issue brought up above would still not eliminate the tug-o-war issue. Makes sense?

Thank you!

Last edited 6 weeks ago by generosus (previous) (diff)

#3 @Otto42
6 weeks ago

I'm talking more about the internal way we store it, not necessarily the way we display it to people.

The bottom line is that you think it's important to have a method to display it as resolved only when it's resolved by the user.

#4 @generosus
6 weeks ago

Hi @Otto42,

I get your point. In response, either the plugin user or developer can use the "Resolved" drop-down option when the topic is actually resolved. "Answered" gives the community a birds-eye view (i.e., indication) that the topic was replied to by the developer suggesting that they are working on a real solution or the topic cannot/will not be resolved due to scope or other issues.

Cheers!

#5 follow-up: @Otto42
6 weeks ago

I feel that you're getting hung up on implementation details. The details of how we implement this don't really matter, the end result is what matters. Basically, you want a way to distinguish between who resolved it. Correct?

#6 in reply to: ↑ 5 @generosus
6 weeks ago

Hi @Otto42,

Apologies, don't mean to stretch this.

The point is to encourage plugin developers not to use "Resolved" until they actually provide a real solution for the topic. Topic "thread starters" have the right to close their topic as "Resolved" (for any reason) since they own it.

Adding the new drop-down option "Answered" will give plugin developers the option to "close" (temporarily) a topic and indicate it has been reviewed/answered until they actually resolve it (if they ever do).

In short, both the plugin user and developer can still use the existing "Resolved" option. If the user feels the developer has not really solved their issue, they can still change it to "answered". No lock-downs. Again, the plugin developer is encouraged to use "Answered" if they are working on a solution or cannot/will not provide a solution.

[Additional Enhancement: Since topics auto-close automatically after six (6) months since the last reply, regardless of topic creation date, it would be helpful to add "Auto-Closed" (Orange) at the top of the forum topic instead of "Resolved" (Green)]

Last edited 6 weeks ago by generosus (previous) (diff)

#7 @sterndata
6 weeks ago

"The point is to encourage plugin developers not to use "Resolved" until they actually provide a real solution for the topic. " and that implies that someone has to judge whether the solution is real. Who's going to do that? Not us moderators. I don't want to be in the middle of that.

This seems unnecessarily complicated. Yes, users get upset when a dev says "Here's #1 from my predefined replies" and marks the topic resolved. But that's not often enough to add this level of complication and the problem (if it is a problem) is not so widespread as to require it.

#8 @generosus
6 weeks ago

Hey @sterndata,

As always, thank you for your wisdom.

Moderators do not need to get involved at all (as they currently don't) to moderate or arbitrate topics unless there's a guideline violation. The new drop-down "Answered" should be a welcome option (i.e., tool) for developers and help prevent tug-o-wars between the user and developers (as can be confirmed with a simple forum topic search).

If implemented, a future WordPress maintenance update can explain the change and what it's used for.

Not complicated!

Again, thank you.

#9 @dufresnesteven
6 weeks ago

Unfortunately, plugin developers are also using (and abusing) the Green checkmark as an indicator that they viewed and answered the topic, but did not necessarily "Resolved" it.

As I understand it, I'm slightly concerned that it won't be used consistently across the forums, especially if it's already being abused, as you have noted.

If I go to plugin forum A and they use this logically as described here, but plugin B closes everything as answered, I don't believe that would be a better outcome for the user.

#10 @generosus
6 weeks ago

Hi @dufresnesteven,

If implemented, and both Users and Developers READ the WordPress Maintenance Update incorporating the change, "Answered" should help way more than the current status.

Not trying to complicate things nor generate work for Team WordPress, simply offering a new, useful option for both Users and Developers.

Since the resolution to forum topics are not always Black ("Not Resolved") and White ("Resolved"), let's offer something in-between ("Answered") to put both Users and Developers at ease.

Peace!

Last edited 6 weeks ago by generosus (previous) (diff)
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