Dear Focal Pointers,

In an effort to help communicate better, we would like everyone to use the following subject title keywords when appropriate. The keywords are designed to help all Focal Pointers communicate and find information a little easier.

Here is a list of keywords to use:

[SOLVED]
[CODE]
[WORKAROUND]
[CLOSED]
[SHARING]
[CASE-OPENED]

When used, each of these keywords should be placed as the first word in the subject title for the discussion thread. Here is the intended use for each one and when it should be placed in the subject title.

[SOLVED] – This should be placed in the subject title when a solution to the question has been posted in the thread. There are many great discussions and solutions on Focal Point. Using this keyword will help communicate to everyone when a solution has been received. This will also be helpful in the future for new Focal Point members when they are searching for answers to questions they have. If this keyword appears in the subject title they will know there is a solution in the thread.

[CODE] – This should be placed in the subject title when the information in the post is not a question but rather is a piece of code that may be helpful to other Focal Point members. This will communicate that there is not a question in the thread that needs to be answered.

[WORKAROUND] – This should be placed in the subject title when the information in the post is a workaround solution to a specific issue. This is similar to using the [CODE] keyword but is very specific to a particular issue.

[CLOSED] – This should be placed in the subject title when if a solution/suggestion is given, or if a request for more info is made, e.g. code, master files, and we follow-up with the topic starter via one private message, but there is no response or update from the topic starter in 2 business days. This is similar to [SOLVED] except that there is no final confirmation from the topic starter.

[SHARING] – This should be placed in the subject title when the topic is to ask for others’ experiences, thoughts and comments on a particular issue, and there isn’t any right-or-wrong answer.

[CASE-OPENED] – This should be placed in the subject title when the topic starter opened a case with Information Builders’ Customer Support Services for assistance. Once a solution is provided from the case, it is expected that the topic will be updated with the solution, and subject line to be changed to [SOLVED].

The [CODE], [WORKAROUND], and [SHARING] keywords by the nature of their usage would be placed in the subject title when the thread is first started.
However, the [SOLVED] and [CLOSED] keywords will be placed in the subject title AFTER there has been discussion and/or a solution posted for the thread.

The [CASE-OPENED] keyword should be placed in the subject title whenever a case is opened, whether it is before the topic is started or after the fact, and it should be updated to [SOLVED] once a solution is given from the case and posted to the topic.

The Focal Point member who starts the thread is the only person other than the Focal Point administrators (Kathleen Butler and Emily McAllister) that can change the subject title. To add the appropriate keyword, go to very first post of the thread and click on the edit icon on the bottom right hand corner.

As always we are open to any additional suggestions or comments. If anyone has any keyword suggestions, please reply or send them via private message or email to focalpoint@ibi.com.


Thank you all for making this community a great place!

Sincerely,

Kathleen Butler
Information Builders

This message has been edited. Last edited by: Kathleen Butler,