"Editable Text" sends blank e-mails to every ticket requestor?

We just had a user pull a search of 100+ tickets, go to Editable Text
then realize he was on the wrong screen and for unknown reasons click
"Upload" to get off the screen. This pushed changes onto all the
tickets, and sent an e-mail to every ticket requestor with no content.

 BURP.

Um, not so good. Honestly I would consider this a bug, even though it
was Stupid User Action.

In the short term, can I disable this function without hacking the
page source? (I’ve already done that, I’d prefer to undo that and Do
It Right if possible)

Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

Ping? This is a fairly significant issue. Even more significant
because the user had no special rights – just enough to read and
reply to tickets in one queue.On Mar 3, 2009, at 6:45 PM, Jo Rhett wrote:

We just had a user pull a search of 100+ tickets, go to Editable Text
then realize he was on the wrong screen and for unknown reasons click
"Upload" to get off the screen. This pushed changes onto all the
tickets, and sent an e-mail to every ticket requestor with no content.

BURP.

Um, not so good. Honestly I would consider this a bug, even though it
was Stupid User Action.

In the short term, can I disable this function without hacking the
page source? (I’ve already done that, I’d prefer to undo that and Do
It Right if possible)


Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness


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Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

Ping? This is a fairly significant issue. Even more significant
because the user had no special rights – just enough to read and
reply to tickets in one queue.

Would you also like to remove access to bulk update?

We just had a user pull a search of 100+ tickets, go to Editable Text
then realize he was on the wrong screen and for unknown reasons click
"Upload" to get off the screen. This pushed changes onto all the
tickets, and sent an e-mail to every ticket requestor with no
content.

BURP.

Um, not so good. Honestly I would consider this a bug, even though
it
was Stupid User Action.

In the short term, can I disable this function without hacking the
page source? (I’ve already done that, I’d prefer to undo that and Do
It Right if possible)

Would you also like to remove access to bulk update?

If the same right controls both then yes, I wouldn’t mind disabling
that right.

What concerns me is the visibility of this function:

  1. It’s near the iCal link and various other links that are non-
    destructive in nature

  2. It really doesn’t warn you about what you are doing.

The person who made the mistake wasn’t a total idiot. It wasn’t his
brightest moment, but if there had been anything on the page warning
him about what he was doing he wouldn’t have done it. Honestly, I’d
recommend the following changes:

  1. Rename it something other than a friendly sounding “Editable
    Text”. I think he thought he was editing text to be stored with the
    search criteria. “Bulk Upload” comes to mind, etc and such forth.

  2. Put a “Cancel” button on the page (or something else which matches
    the UI in theme)

  3. Detect “no action” and do nothing.

  4. (perhaps the same as #3) output the example to be downloaded and
    the area to upload the changes as distinct. Force the user to
    actually copy from one area and paste into the other to affect a lot
    of tickets.

  5. Put a warning on the page and/or as an alert onClick= that tells
    people they are about to affect the status of every ticket listed in
    the area.

  6. Make a unique Right/Permission which controls if this function is
    available.

Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness