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Resource Center Cases Should Have a "Closed - Pending Documentation Update" Status


Give a man a fish, and you feed him for a day. Teach a man to fish, and you feed him for a lifetime.

Many times a case is opened as a question asking for clarification on functionality/behavior of Synergy/DE.

Support is very good about getting an answer to "move forward", however each one of these cases indicates that documentation should be updated to reflect this answer.

Because the Case is resolved from a Support perspective they need the ability to Close it. This is also true for a short term customer standpoint. (Giving a fish)

However from other customers (or long term customer) standpoint this issue is not truly resolved until the documentation has been updated and is publicly available. (Teaching how to Fish)

We need some way to track these cases within the system once it lands with documentation, based on the tools for transparency we have today the best I can come up with is having a close status of "Closed - Pending Documentation Update". Then these types of cases can be more easily filtered when we are looking for fixes.

1 Comment | Posted by Ace Olszowka to Resource Center, Documentation on 1/8/2020 7:42 PM
In late December, we added a feedback form to our HTML documentation (accessed from a new button at the top of the doc). The form automatically captures the topic the user is coming from, and all feedback is sent to the writing team. They have found this to be the best way to get corrections and/or suggestions from users. If you have a need to track a particularly important documentation change, please request our Support department to create a Tracker, which would then enable you to monitor its progress just like a software issue. 

1/22/2020 10:20 PM   0  
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