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| -rw-r--r-- | docs/glossary.md | 19 |
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diff --git a/docs/glossary.md b/docs/glossary.md index 246afaf80..cfb093423 100644 --- a/docs/glossary.md +++ b/docs/glossary.md @@ -387,15 +387,28 @@ Definitions <a name="holding_pen">holding pen</a> </dt> <dd> - The <strong>holding pen</strong> is the conceptual place where responses that - could not be delivered are held. They need attention from a administrator. + The <strong>holding pen</strong> is the conceptual place where responses + that could not be delivered are held. They need attention from an + <a href="#super" class="glossary__link">administrator</a>. + <p> + In fact, the holding pen is really a special "sticky" <a href="#request" + class="glossary__link">request</a> that only exists to accept unmatched + responses. Whenever Alaveteli receives an email but can't work out which + request it is a response to, it attaches it to the holding pen instead. + </p> <div class="more-info"> <p>More information:</p> <ul> <li> - see the <a href="{{ site.baseurl }}docs/running/admin_manual/">admin manual</a> for + See the <a href="{{ site.baseurl }}docs/running/admin_manual/#removing-a-message-from-the-holding-pen">admin manual</a> for information on dealing with emails in the holding pen </li> + <li> + The most common reason for a response to be in the holding pen is that + an <a href="#authority" class="glossary__link">authority</a> replied + to a request with the wrong email address (for example, by copying + the email address incorrectly). + </li> </ul> </div> </dd> |