Update README.md

helpdesk management/README.md

@@ -24,6 +24,8 @@ To be able to know the status of each issue reported in the helpdesk (from the i
 * **_ready for testing_**: this label is assigned to the issue, to indicate that a solution for the problem reported has been developed by the INSPIRE Validation team and is ready to be tested in the [Staging instance](http://staging-inspire-validator.eu-west-1.elasticbeanstalk.com/etf-webapp/) of the INSPIRE Reference Validator; in the issue discussion, the user who originally reported the problem is invited to test the solution and provide feedback;
 * **_solved_**: this label is assigned to the issue after the user has tested the developed solution in the [Staging instance](http://staging-inspire-validator.eu-west-1.elasticbeanstalk.com/etf-webapp/) of the INSPIRE Reference Validator and has confirmed in the issue discussion that it actually solved the problem; no issue is marked as _solved_ without such a written confirmation from the user.
 * **_deployed in reference validator_**: this label is assigned to the issue, when the developed solution is also included in the [Production instance](https://inspire.ec.europa.eu/validator/) of the INSPIRE Reference Validator; the release schedule of the Production instance is described [here](https://github.com/inspire-eu-validation/community/tree/master/release%20strategy). Once the solution has been included in the Production instance, the issue is finally closed.
+* **_user-to-fix_**: this label is assigned to the issue, when the problem seems to reside on the user resource being tested. After the analysis, a fix is offered to the user. After the user applies and validates the solution, the label is set to user-fixed. If not, issue is set back again to under analysis.
+* **_user-fixed_**: this label is assigned to the issue, when it has been solved after the user has applied the fix proposed on their resource. After this, the issue is finally closed.
 
 The diagram below shows the full helpdesk management cycle for each issue, from the initial stage when it is opened to the final stage when it is closed. The two swim lanes identify the actions expected/required from the user (on the left) and from the INSPIRE Validation team (on the right). In addition to the labelling rules described above, the diagram shows that after the initial analysis the GitHub issue is assigned to the developer in charge of producing the solution, and then to the user once the solution has been included in the Staging instance.