Open Bug 1566350 Opened 5 months ago Updated Last month

"Solved the Problem" button should be under the reply box.

Categories

(support.mozilla.org :: Questions, task, P3)

Tracking

(Not tracked)

People

(Reporter: amylovendaal, Unassigned)

Details

User Agent: Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:68.0) Gecko/20100101 Firefox/68.0

Expected results:

Too often OPs think that by clicking the "Helpful" button they have marked a problem as solved (most of the time don't even notice the "Solved the problem" button to the right).
Two "Helpful" buttons under the reply box isn't necessary - what we do need under the reply box is a "Solved the problem" button, and (if absolutely necessary) a "Helpful" button.
Those buttons should be visible to OPs, contributors and moderators.

Status: UNCONFIRMED → NEW
Component: Untriaged → Forum
Ever confirmed: true
Product: Firefox → support.mozilla.org
Version: 68 Branch → unspecified

(In reply to McCoy from comment #0)

Two "Helpful" buttons under the reply box isn't necessary - what we do need under the reply box is a "Solved the problem" button, and (if absolutely necessary) a "Helpful" button.

A Helpful [Yes] button is needed. When a support forum post is marked as Helpful then the thread shows up in basic SUMO searches, even though it is unsolved. Threads that are unsolved with no Helpful posts don't appear in those searches (see bug 1115303 comment 12).

From jscher2000, https://support.mozilla.org/en-US/forums/contributors/713316?page=2#post-76297
Moving the Solved the Problem form from the right side to the bottom (and deleting the unwanted No button) is an easy code change. I posted an issue on Github here with revisions to the answer.html file: https://github.com/mozilla/kitsune/issues/3823

Type: defect → task
Component: Forum → Questions
Priority: -- → P4

I would have thought that this bug report was worth at least Priority P2 , as it gives contributors a lot of extra work.

P4 in SUMO dev parlance means what?

(Given that https://mozilla.github.io/bug-handling/triage-bugzilla says "P4 Do not use, this priority is for web platform test bots")

Flags: needinfo?(mana)

Hmm, I found priority definitions at https://docs.google.com/document/d/1IXy2nXgsVhOKASaBXR6LBaJZBnrvBFpoeek-nUsYgGE/edit but for consistency should these not match what Firefox is doing, which means P4 -> P5

See my last two posts in this thread :

https://support.mozilla.org/en-US/questions/1271160#answer-1260252

Most of the time I will send the OP a PM, asking them to mark their thread as solved (and explain how to do that), as they will often mark MY post as Chosen Solution, when I aks them in the thread.

When a thread is marked as solved, other users with the same problem won't have to start a new thread; they'll see that the thread is about their problem and that they can find a solution there.
So, fixing this bug is not just "convenient" for volunteer contributors, but also will help many users.

While I was typing my previous comment, it happened again :

https://support.mozilla.org/en-US/questions/1271160#answer-1260255

That's another twenty minutes of my spare time that I'll never get back .....

Moved this to P3 - nice to have (Backlog). Our priority definitions do not match the Firefox ones as the support platform is dealing with multiple products.

Flags: needinfo?(mana)
Priority: P4 → P3
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