[ARCHIVED] Confusion about labels

[lic]

I am confused about the labels on the questions.

How can a post be marked with solution, when the post just says we have no clue when or if this might ever work? Wouldn't "nonsolvable" be a better label? Or if you want to put a positive spin on it "forwarded to developers". We still know nothing is going to happen.

It is just frustrating to post an issue and then be told, the problem is solved, when it clearly isn't.
Lisa

[Stef_retired · Accepted solution]

It's a great question, @lic , and it's one that our team had conversations about when we moved to this new platform; even before we migrated, we asked the platform provider about changing the verbiage (although we were happy with the ability to mark multiple responses in a thread with a solution designation, which is functionality we didn't have in the old platform). Then, and still, unfortunately, the "solution" language is baked into the third-party application, and we aren't able to change that—yet. I can envision a time when we are able to make those customizations and can conduct a community poll to get a sense of what designation would be most helpful to our members.

That said, we employ solution designation labels strategically, especially during peak seasons: it's effectively a form of triage that allows the teams we have responding in the Question Forum to zero in on questions that haven't yet been marked as a solution. In addition, if the response to a question is "this needs to be submitted as a feature idea" or "this needs to be a support case," that response is marked as the solution to the thread—even if it isn't able to offer a way to accomplish what the poster has asked. We'd rather be able to mark it differently, but for now, we're using the available tools to prioritize.