[Opendnssec-develop] Support Process

Siôn Lloyd sion at nominet.org.uk
Thu Nov 17 15:22:50 UTC 2011

On 16/11/11 11:44, Jerry Lundström wrote:
> Hi,
> I've have made an attempt at a support process and would like some feedback:
> https://wiki.opendnssec.org/display/OpenDNSSEC/Support+Process
> There are two things that came up as i wrote it:
> 1. How long should we wait on the user when requesting more
> information before closing the issue?
> 2. How long should we wait on the user to accept the solution before
> closing the issue?
> I feel that maybe a week should be good on each case since they can
> also reopen the issue later, what do you think?

I think that we need to see how that works, it seems like most traffic 
on an issue occurs in the first few days so one week sounds reasonable 
to start with.

The process seems like a fair place to start, and we can see how it 
works. The only thing that I would worry about is leaving the feature 
request support ticket open once it has been added as a development 
ticket. This might mean these tickets are open for a long time as the 
feature is in the "future release" bucket.


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