SupportRequests
This page is meant to help people to manage [https://launchpad.net/support support requests].
New support request
So, you are going to file a new support request. Before you proceed, you should look at existing tickets in order to find similar requests who fit your needs. You can do so by looking at [https://launchpad.net/support support requests page].
Practice
If it is your first time with support request and you do not feel too much confident with Launchpad, you have a [https://staging.launchpad.net/distros/ubuntu/+tickets staging server] where you can try to insert and modify tickets as you like. It is the same environment you will find in the real world so feel free to try!
Make a support request
You can add a new ticket by clicking on Request support link on the top left edge of the page. A new page will be displayed which asks you a brief summary:
attachment:newticket_summary.jpg
Try to follow these rules:
- Be concise as much as possible
- Focus your question in a few words
- Avoid espressions such as "help me" or "i have got a problem" without any clue about the real matter
Once you enter a summary and click Continue, you will be showed a list of tickets which resemble your summary. If you did not search similar tickets before, this is the right time to do it. If no ticket matches your request, insert a detailed description of your problem and click Continue:
attachment:newticket_desc.jpg
Your ticket has been inserted and everyone can post a comment.
Manage support requests
Once a support request has been inserted, it is possible to post comments, link existing bug and so on.
Posting comments
By clicking on Add comment link, a text box appears where you could insert your thoughts about the selected ticket.
You can insert URLs by providing full address (such as http://launchpad.net) or bug reports (with this syntax: bug #number), even if the best way to do so is by linking through the apposite function as stated below.
Linking existing bug
The best way to report the existence of a bug report is by clicking on Link existing bug on the top left edge of the page.
You will be asked to insert the number of the bug you wish to link. By clicking Link, a new box will appear on the right which lists the bugs currently linked.
Once a bug is linked, you can remove it by clicking on Remove bug link. You have to select which bug(s) you want to remove and click on Remove.
Editing requests
If you ever need to modify the summary or the description of a support request, you can easily do so by clicking on Edit request:
attachment:managetickets_edit.jpg
Here you can specify a new summary which best describes a given ticket or edit its description. This way you can fix typos too: some tickets are redundant because reporters chose to open a new request in order to fix such errors 
Closing tickets
Once the reporter has received sufficient feedbacks to satisfy her request, she is encouraged to close that ticket by clicking on Add comment and selecting Support request is answered at the bottom:
attachment:managetickets_close.jpg
This way a ticket no longer remains in open requests pool but it is marked as answered. This helps new users because they can find a solution quicker without the need to insert a new ticket.
Rejecting tickets
You have the option to reject tickets by clicking on Reject request on the top left edge of the page.
There are situation where you are encouraged to reject support requests such as:
- Duplicate tickets (by reporting a valid ticket)
- Tests
- Offensive content
Sometimes it is not advisable to reject a request, e.g. a user placed an heavy critic about a feature she do not like (see [https://launchpad.net/distros/ubuntu/+ticket/1601 ticket #1601]).