444338 - Per-forum-post "problem solved" status

Status: VERIFIED FIXED

(support.mozilla.org :: Forum, task, P1)

Description

[David Tenser [:djst]]

Currently a whole thread can be marked as solved, which gives us the ability to see which threads have been solved and which haven't. However, we lack the ability to say "post x solved this thread," which would give us a lot of possible benefits:

* Ability to visually highlight the solution to a thread
* Link at the top of a thread saying "Skip to the solution to this problem"
* Contributor karma - ability to tell how many problems a helper has solved

This likely requires some DB changes to include the user stats, the forum post status, etc.

Comment 1

[E. Cooper [:ecooper]]

This bug is to just allow to mark per-post solutions, right? 

This is already partially implemented when op/admins mark a thread as being solved by clicking "yes" to the "Did this post resolve your problem?" question.

Comment 2

[David Tenser [:djst]]

Do we have UI that allows the OP to go back to a thread and pick among the responses which one solved the problem? 

I mean if the OP didn't already click yes from the email notification.

Comment 3

[E. Cooper [:ecooper]]

Attachment: Proposed UI change for marking solutions

Yes and no. The patch coming will make sure the CSAT and setting solutions are mostly a separate process.

In any case, op/admins will be able to set a single solution to the thread, which brings me to a question. Currently, the "Did this post resolve your problem? [Yes]" prompt is used. I'm not a big fan of it and have been exploring other possibilities. Could we use something like this (to initiate the CSAT and to mark solutions)?

Comment 4

[E. Cooper [:ecooper]]

Attachment: Makes sure posts are marked as 'o' when thread is solved.

This patch keeps the "Did this post resolve your problem?" UI and makes sure it remains displayed to op/admins until a thread has a solution.

Marked posts are also given the 'o' status type.

Comment 5

[Nelson Ko [:nkoth]]

Comment on attachment 351920 [details] [diff] [review]
Makes sure posts are marked as 'o' when thread is solved.

in r20607/r20608

Comment 6

[Nelson Ko [:nkoth]]

When I tested this as an admin, the "Did this post resolve your problem?" UI showed even after the thread has a solution, and then I can then choose a different post this time, which then seemed to take effect.

Is this by design, and if so, does making multiple choices mess up anything?

I also did not try as OP. How does it work for the OP?

Comment 7

[E. Cooper [:ecooper]]

It actually just makes sure a particular thread has a solution post associated with it (via the reported posts table). So, the thread can be marked solved, but if a solution can't be found, you can pick one still.

Ops see the same thing.

Comment 8

[Nelson Ko [:nkoth]]

Attachment: Set thread_has_solution flag correctly

Comment 9

[David Tenser [:djst]]

(In reply to comment #3)
> In any case, op/admins will be able to set a single solution to the thread,
> which brings me to a question. Currently, the "Did this post resolve your
> problem? [Yes]" prompt is used. I'm not a big fan of it and have been exploring
> other possibilities. 

Are you talking about the e-mail notification link? The reason why we need that is because many people never find their way back to the thread they posted, and an email notification makes sure they get the response. What are you not a big fan of?

> Could we use something like this (to initiate the CSAT and
> to mark solutions)?

If we can identify the OP (meaning he/she is logged in, or he/she clicked a link in the e-mail notification taking him/her back to the thread posted), then the UI you propose works well, although I'd rather put the text on the same line as the posted date, and I'd make it shorter, e.g.: "This answer solved my problem." We should also add a small icon to the left of it (e.g. a thumbs up, or a green tick or something), but that's not required here.

Comment 10

[David Tenser [:djst]]

Oops, mid-aired there. 

So, mainly this UI you propose in https://bugzilla.mozilla.org/attachment.cgi?id=351920 would be used by moderators, but also for registered users or anonymous posters that we managed to identify as the original poster because they clicked a hashed link back to the forum thread.

Comment 11

[Nelson Ko [:nkoth]]

Comment on attachment 352117 [details] [diff] [review]
Set thread_has_solution flag correctly

in r20619/r20620

Comment 12

[Nelson Ko [:nkoth]]

reopened to handle some of the UI comments

Comment 13

[David Tenser [:djst]]

I also mentioned on irc that the text is smaller than the date. Since we're moving it up to the same line, can we also use the same size?

Comment 14

[E. Cooper [:ecooper]]

Attachment: UI moved up to "date line", made blue, no button

How's this looking?

Comment 15

[David Tenser [:djst]]

Looks good to me! :)

Comment 16

[E. Cooper [:ecooper]]

Attachment: Gets rid of the old UI and put the new one in the same area as the date

Comment 17

[Nelson Ko [:nkoth]]

Comment on attachment 352155 [details] [diff] [review]
Gets rid of the old UI and put the new one in the same area as the date

in r20666/r20667

Comment 18

[Stephen Donner [:stephend] Not actively reading bugmail]

Attachment: Screenshot, post-fix, showing new text for two responses

Comment 19

[Stephen Donner [:stephend] Not actively reading bugmail]

Attachment: 2nd Screenshot, post-fix, showing "Whatever." post fixed it, with ratings

Comment 20

[Stephen Donner [:stephend] Not actively reading bugmail]

Would love it for David or others to chime in on this fix, but I'm pretty sure it's ready to be verified.

Comment 21

[David Tenser [:djst]]

I love this fix and I love this community!!

Comment 22

[Stephen Donner [:stephend] Not actively reading bugmail]

So awesome.