Closed Bug 1094981 Opened 10 years ago Closed 9 years ago

I as a contributor would like to know if somebody is already working on the thread I'm looking at

Categories

(support.mozilla.org :: Questions, task, P2)

Tracking

(Not tracked)

RESOLVED FIXED
2014Q4

People

(Reporter: atopal, Assigned: rehandalal+mozilla)

References

Details

(Whiteboard: u=contributor c=questions p=1 s=2014.22)

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(1 file)

I as a contributor would like to know if somebody is already working on  the thread I'm looking at so I can move on and go to the next question
No longer blocks: 1094979
Blocks: 1061522
Blocking on the API/models for taking questions.
Depends on: 1083438
Spec:
When a contributor starts typing a reply, an API call is made to "take" the question. This lock lasts for 10 minutes.

Questions that are taken don't show up in the Attention Needed list.

If a contributor opens a taken question, there will be a warning at the top saying something about the question being worked on already.
1pt estimate during planning
Whiteboard: u=contributor c=questions p= s=2014.21 → u=contributor c=questions p=1 s=2014.21
I am worried that this might lead to lower quality responses for the OP:

1. Users with similar problems are viewing existing threads might just be posting that they have the same problem, but due to the notification contributors assume that the question is currently being answered.
2. Two posts can be made around the same time by different contributors can be different suggestions which could be beneficial to the OP when one of them doesn't work.
3. I have also reported a few users who were "Registered as a contributor" spamming - it might be problematic if they start going into existing threads.
4. Some threads I open just so I can subscribe to receive email notifications - if I just happen to open the thread before someone else they might assume the question is being answered.

Could there be a checkbox or setting in the account settings, available only to contributors, that they can select (i.e. opt in)?  Then if selected, when that contributor opens a thread, this notification shows up for all other contributors (including those who did not opt in) who open the thread after them.
My understanding is that this will only happen when you start typing a reply so the thread will not be "taken" if you're just viewing it. Ricky, can you confirm?

Also, will this affect only the first reply or all of them?
Flags: needinfo?(rrosario)
(In reply to madalina from comment #6)
> My understanding is that this will only happen when you start typing a reply
> so the thread will not be "taken" if you're just viewing it. Ricky, can you
> confirm?

That was my assumption in Comment 2


> Also, will this affect only the first reply or all of them?

We were thinking all of them. But it should be specified.
Flags: needinfo?(rrosario)
I think that instead of hiding it completely we can just move the thread to "Responded" while it's being answered. The thread is going to be there anyway once we click "Submit reply". Will that be easy enough?
Flags: needinfo?(rdalal)
Flags: needinfo?(a.topal)
Moving it to "responded" during this time might be even more confusing. It hasn't been responded to after all, and might actually not be responded to, because the contributor might decide to cancel. 

Maybe we can specify what problem we are trying to solve with that and see what options there are to achieve that?
Flags: needinfo?(a.topal) → needinfo?(mana)
The user story is "I as a contributor would like to know if somebody is already working on the thread" it is not "I as a contributor do not want to see threads that are already being worked on". If we hide the thread completely we're eliminating the "would like to know" part.

My understanding of this user story is that we want to make sure that contributors who are looking at the "need attention" state are not spending time answering to threads that are being answered but rather concentrate on the new threads that have zero replies. 

The contributors who are looking at questions being in the "responded" state already know that the threads in that state have replies therefore we can assume that they are not interested in the "need attention" state or have already finished replying to new questions. From that perspective it makes sense to move the threads to responded while being replied and then drop it back to "needs attention" if it's not replied within a specific timeframe.

If this is too complicated I'm fine with the option of hiding threads as long as we reserve the right to revert/change if this doesn't prove to be helpful.
Flags: needinfo?(mana)
Assignee: iamderekries → rdalal
Flags: needinfo?(rdalal)
(In reply to Cory H from comment #5)
> I am worried that this might lead to lower quality responses for the OP:

I like the mockup of coment 4.  Not so worried about comment 5 - a contributor can opt in as they like. I do like the fact that there is an "attention" that a *contributor* is already working on it, because perhaps I as a contributor would like to circle back and see what the response was.
Moving into this sprint since last sprint finished last week.
Whiteboard: u=contributor c=questions p=1 s=2014.21 → u=contributor c=questions p=1 s=2014.22
As per the feedback received hiding threads seems a bit too radical right now, we will try the other solution first but might come back to it depending on results.

Let's move on with the solution mentioned in comment no 4.
Landed:
https://github.com/mozilla/kitsune/commit/ce7ca9b618c9d1794179a4067b3898021043d529

Pushed to prod by me, right now.
Status: NEW → RESOLVED
Closed: 9 years ago
Resolution: --- → FIXED
This is now live. The cooldown period seems to be a bit long though, after the reply has been submitted it seems to take around 25 min for the message to disappear.
Related discussion: 
https://support.mozilla.org/en-US/forums/contributors/710958 Problem with the SUMO update of Friday 12-19
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