As we get ready to launch the next version of Connect, V2.0, some interesting discussions have been taking place between the Connect team and some of our customers. The topic? What status does a customer expect to see concerning their feedback item when that item is resolved as a Duplicate of another feedback item?

There are different view points on this subject depending on individual's expectations. In Connect V2.0, the feedback area of our Customer Site will be changing dramatically as we continue to improve the customer's experience while searching and submitting feedback. Part of this change is that Connect will now display "links" to feedback items that are related to the current issue, in particular, when the current issue is resolved as "Duplicate". These links will point to other related issues and what Microsoft refers to as the "Primary" issue. The primary feedback item is the issue for which the current issue and all other related duplicate issues are resolved too.

The above situation brings up the following question:

What should the status of the current feedback item show? The status of the "Primary" feedback item or should the feedback show that the issue was resolved as "Duplicate" and then expect the viewer to have to click on the primary feedback item link to find out what the status of the related feedback item is?

Example: (2 Connect Feedback Items, FdbkItem1, FbkItem2)

FdbkItem1 is logged by a customer and is linked to a internal Microsoft issue A whose status is Active.
FbkItem2 is logged by a customer.

Microsoft determines that FbkItem2 is a "duplicate" of FdbkItem1, and resolves the feedback item as "Resolved - Duplicate".

Should FbkItem2 status and resolution show?

1) Status = Resolved, Resolution = Duplicate    - or -
2) Status = Active

Depending on your view point, you may go either way. Show me the status of "My" issue as Microsoft has determined it, or show me the status of the primary issue, the one that relates to the one that I filed and show its status.

In both cases, Connect V2.0 will still show the Duplicates and Primary feedback item links. That will not change.

Let me know what you think!

For similar examples, visit http://lab.msdn.microsoft.com/productfeedback/default.aspx, the MSDN Product Feedback Center and view various feedback items that have been submitted by their customers and how they handle this issue. (Btw - they have selected option (1) above, to show that the feedback item was resolved as "Duplicate".)

Thanks,

     Glenn Bulat
     "Collaborate with Every Customer"
     Program Manager, Microsoft Connect