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Knowledgebase Article 803
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QUESTION:

How do I handle problem reports that are rejected? Can I change the workflow to handle this situation?

ANSWER:

Rejected problem reports should be handled by Resolving them. It is standard practice for many companies to specify how a problem report is resolved using a Resolution field that may have the following values:

Fixed -- a code change was made to fix the problem
Duplicate -- the problem was reported earlier
Not Reproducible -- the problem can be reproduced
By Design -- this is the way it is supposed to work
Won't Fix -- the problem is probably minor but it takes to much work to fix it
Can't Fix -- the problem my be in a third party component so it is not fixable
User Error -- the users wasn't using the software properly

Rejected problem reports usually fall into one of the catagories above other than Fixed.

There is no need to change the workflow for this situation. Consider that in a test and development environment, if a tester reports a problem and it is rejected, the tester has the opportunity to protest the resolution in the Verification step. For example, if the developer assigned to resolve a problem can't reproduce it, the developer can Resolve the problem as Not Reproducible. This gives the tester the opportunity to Fail the problem report (sending it back to the developer) and supply more detailed information on how to reproduce the problem.
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