I am kinda impressed that ticket that we are marking as resolved on SAC do appear as "resolved by customer" which indicates that this was not a flaw in the product.
In most cases I do have support tickets that do end-up with new-bugs, or link to existing ones, but when I "Resolve" them they get marked wrongly.
My impression is that this practice would give generate really wrong reports on Atlassian statistics regarding quality of product, indicating that most customers do not know the product well, hiding the quality issues with the products.
I am wondering if one of the product managers from Atlassian is reading this and if they have a plan to address this problem. Until then, what we are supposed to do, freeze the tickets indefinitely?
I'm our product manager for SAC (support.atlassian.com). I'll just add a bit to Pedro's response.
We definitely collect data on product quality from SAC (among other channels). From SAC, we don't really use resolution types as our key drivers for reporting to product development. Instead, we use a combination of two data points, primarily:
As for Pedro's comment, it's accurate; it's true that resolutions (or any workflow actions) are not available from the customer view.
Bottom line: don't worry about resolution types, we're not really using them.
One important point - SAC is just one data point. We also use severity, customer impact & effort, and other factors. It's written up in our Bug Fix Policy.
Do you think you would manage your support tickets better if you knew which ones were connected to bugs? Put another way - how could we do better around managing the connections between support tickets and bug reports?
As it turns out, this is a known limitation of JIRA Service Desk that currently does not allow Customers to change the Resolution field so far. There is an improvement under https://jira.atlassian.com/browse/JSD-40 that will change the behaviour and allow changes in the field.
Having said that, we search for data between Support and the JIRA Issue Tracker (jira.atlassian.com) to find the information that you mentioned.
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