Internal editor Notes on User Reports
Give editors the ability to enter Notes onto User Reports without these going to the reporters themselves.
This will allow us to leave messages for other map editors without the reporter being notified, for example, Please leave open - due to a Waze developer investigation, Please leave open for a pending site survey, etc.
It may also give us the ability to for to use for an internal conversation about the report that the reporter doesn't need to know about.
Yes, I know we have Map Comments, but having the ability to do this directly on the report would make it easier.
This suggestion has been added to the team's backlog, and is currently waiting for assignment. Will update when we have an established ETA.
Thanks to all who have helped us with further info!
I would very much like to see this feature. Quite often I've seen an editor dealing with a UR and I want to add some context for them but my only choices were writing to the reporter also or dropping a comment next to the UR and hoping the editor saw it.
Jiong Sheng Hoo commented
A very good example would be the OSTicket support ticketing system, where there are 2 text boxes: One to reply the user, and another for internal notes. Very helpful when 2 or more support agents are discussing on the solution of one ticket. Keeps all the discussion in one place, not having the need to refer to another chatgroup and over time lose the conversation
@Admin, any discussions related to editing specifically that users wouldn’t understand. Especially when discussing between editors changes that may or may not need to happen.
If a senior editor comes across the UR and it seems the editor originally responding doesn’t understand, the senior editor can leave a note for the other editor as to what needs to be done without flooding the reporters inbox.
Think of it as internal notes to each other on a Support Ticketing system.
Felipe Barros commented
An example of private notes would be some Knowledge or even some discussion between editors. for example, a Wazer reports a wrong turn, the street view shows that it is allowed but a second editor say that he knows that the area has been changed recently. That extra info can support the complaint but does not need to be send to the wazer.
When a user obviously leaves a series of UR's about the same issue (a string of them along a road, left minutes apart!), we tend to deal with one and leave the rest until the issue has been resolved. It would be useful to be able to comment on the rest so that another editor does not pick them up, without the reporter receiving all the replies to the extra ones.
If 2 or more editors are working on a solution to a UR, it would be good if they can discuss the options without the reporter being involved. This is particularly important if the issue is a known Waze fault and the editors are agreeing how best to reply.
If I see a UR being answered by a low lever editor and I think they are doing something wrong, or perhaps just not the best way, I would like to be able to comment to them, advising of the better solution without the reporter being aware.
For URs that are harder to resolve, it would be nice to communicate about the steps already taken to try to fix the problem, without bothering the reporter or confusing them with editor jargon. Or, if another editor asks a reporter for additional information and you are familiar with the issue, to have the option to better explain the issue without speaking for the reporter.
Reporters won't understand what we mean if we say pretty much anything about edits to the map.
It's kind of like calling customer service agent for *any* company. They have the ability to make notes on the trouble ticket so one person can read what another has done and pick up where it was left off.
Map comments are best at the point of the edit, which might not be the same point as the report. (We got a report in New York for a routing issue in Napa, California, this weekend!)
Mac Newbold commented
Often there is a lot of discussion about how to resolve a particular UR, but currently that all has to happen in Discord. Much of that conversation isn't of any interest or benefit to the reporter, and in cases where editors are sometimes in need of discussing whether or not the reporter's provided details may be factually correct, could even cause some harm if the reporter saw them. The UR currently can mainly be used as a way to coordinate with the reporter, but isn't great as a tool to communicate between editors privately. One really nice thing about it would be that every message on a UR includes a link to that UR when it goes out in email, so people can immediately find the exact place involved. When many such conversations are happening concurrently, that can be very helpful.
Granted, since anyone who can be a reporter can also be an editor, it's not a guarantee of privacy, especially if the reporter happens to be a an active editor who didn't disclose it and remained anonymous, but even the fact that the private responses wouldn't be visible in the reporter's inbox and wouldn't trigger email notifications or in-app notifications, would mean they'd be unlikely to see it.
Keith Kervin-Jones commented
Thanks for the query. I have mentioned a couple of examples in the request itself, but to clarify:
- I would like to leave notes on URs to inform other editors that a UR is under investigation. This will give them confidence that a UR is being dealt with, even if it's been open for a long time.
- Another editor may have an idea what the actual problem might be with the UR. Using this proposed functionality would allow them to message all followers (except the reporter) without the original reporter being privy to that question or idea. This will save having a Forum PM conversation outside of WME.
- As Mac mentioned below, having a @ tagging system we were can send a message directly to another editor would be useful. This again would not involve the original reporter being notified of that conversation.
I would say preventing the reporter from seeing the conversation in the UR dialogue is not necessary. We just don't want them from being notified by email or in-app for example.
It's can be various of messages like UR that opened for long time and firstly responded editor is not aware about current UR that still is opened, so there can be a kind of question "can be closed".
Or some implementation suggestion that are not necessary need to be directed to user.
Implementation suggestion to add flag that by default checked "on" to notify user. If i need to post something internally like a note i can unflag it.
Mac Newbold commented
Or expanding on Keith's suggestion, a way to tag/mention/specify which editors you wanted to send it to... might help a lot with calling an UR to attention of a particular leader, too, where currently that has to be done separately in discord or the forum.
Kathy Kendall commented
This sounds like a great idea! Thanks, Kevin!
One advantage I can see to this over an MC is that it might prevent an editor from closing the UR without seeing the MC; once the UR has been closed, and the close saved, it's too late to bring it back.
Keith Kervin-Jones commented
In addition, this would also require notification of new Notes going out to all followers of the UR (apart from the Reporter).