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WGW - Does it Go to Abuse?
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Jul. 25th, 2008 @ 01:16 pm
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I've noticed that this entry is linked in the What Goes Where wiki page. It is my perception that some of this is no longer accurate. Is this considered up-to-date? If not, could some wonderful APT member (or other appropriate person) please post an updated version for the wiki to link to? I'd gladly donate some of my time to the volunteer if I could. |
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Known Issues
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Jul. 25th, 2008 @ 12:20 pm
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* Polls are displaying "(No Answer)" to some users when they try to view detailed responses, even if there are answers. These requests should go to Entries. Devs know, watch lj_releases, etc.
Edit: Please reassure people that their poll data is not lost.
Edit: This will be fixed in the next release. In the meantime, people can see detailed poll answers by opening the "View Answers" link in a new tab or window.
* Captchas are working only intermittently, due to some problems on reCaptcha's end. These should go to Web. Please wait a bit, try again, NOP.
Edit: Evidently fixed by reCAPTCHA now.
* Facebook integration isn't working after a change on Facebook's end. These should also go to Web. Devs know, NOP. |
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FAQ 17
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Jul. 24th, 2008 @ 07:10 pm
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Just a heads up: FAQ 17, "What if I forgot my username or password?" has been completely reorganized and is now more detailed. Please read over it if you're active in g/unk.
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More on Spr0t behaviour
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Jul. 22nd, 2008 @ 09:38 am
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This was meant as a reply to ![[info]](http://p-stat.livejournal.com/img/userinfo.gif) kateshort's entry, which you all should go read first, but it got long enough to warrant an entry of its own.
I've got a few small additions to what Kate said, based on things people have asked before, or on things I saw in Support memories. If any of this is wrong, someone please feel free to gently slap me! Again, I'm not an admin etc.
- It is OK to friend people you have noticed through Support; that is, you actually want to add them to your Friends list for non-testing purposes because you like their journal, or because you share tons of interests. If they require comments from those who friend them, you can say "I saw your Support request and looked at your journal and thought you were cool!" - just phrase it in a way that makes clear that you are friending them "unofficially", as a user who happens to be a Support volunteer, not in an "official" capacity.
- If they come to your journal, you can communicate. If they reply to one of your entries, you can reply back; the same goes if they send you a PM. They are approaching you, which makes the conversation take place on "your turf".
- Really, don't contact users! Even if you gave someone a beautiful answer, and they write to their journal stating either 1) they didn't get one or 2) they got one, and it was worthless, don't engage them in an argument. I've had things like that happen before, and I know that depending on what they say about you or your answer, it can be frustrating or even hurtful, but just back off. No matter that we aren't actually LJ employees, many people perceive us as such. That may mean that they blame us for LJ's mistakes, although we aren't guilty of those; it also means that we need to behave professionally, even though we are volunteers.
- If someone comes to your journal with a Support question (and people do!), you do not need to answer it. You are a volunteer, which means that you can choose what to do when; your journal is your personal space, where you don't need to "work". You can answer requests in your journal if you like, it's just neither required nor particularly recommended. You'll see entries saying "no Spr0t here!" on many volunteers' journals or profile pages; take a look at my F-o entry to see a more wordy way of explaining things to people.
- If a user approaches you and downright threatens or insults you, back off. This isn't a common scenario if you only work in "normal" Support, so I haven't actually seen anything like that myself, but I have heard about it happening before (and it does happen in other categories, AFAIK). If someone contacts you via comment or message and is insulting, use the tools provided to you by LJ, such as banning and comment restrictions. If anyone actually should make threats, report them to the APT. You have a right to protect yourself, and you should do so.
- If a user is abusive on the public board (for example they regreen with "WTF, you ************, your ***** answer made no ******* sense at all, I'm going to kick your ***, you *****!" (again, not something that happens often), don't reply. If the insult is personal and not just some general swearing, the request is moved to support@ (move it yourself if you can), and admins will take care of it. The Support admins do what is in their considerable powers to protect volunteers. Therefore, if someone should get nasty, you do not need to tackle them alone. Stand back and let someone else correct them. This will help your nerves; it will also protect you.
Generally: remember that as a volunteer, you are part of a community. If you have questions, if you have problems, if you are frustrated, contact someone who can help! There are many ways of getting assistance and advice: post to one of the comms, write to support@, contact an individual admin or SH, go to IRC... Support has a great support system for its volunteers, so if there are any problems, please make use of it and don't try to handle things alone.
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A gentle reminder about testing things out.
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Jul. 21st, 2008 @ 10:55 pm
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coffeechica can smack me if I'm overstepping my bounds by saying this, but I think it needs to be said.
Recently, I have seen more than a few cases where Support Volunteers are testing things out to see if they work or are broken. I'll admit to having done it myself (bad kateshort! no vgifts for you!) in the past, when I was eager to help out and not thinking through the consequences.
If you wish to test things out on your personal journal (in public or private or FO entries), or by creating a Support journal or a testing journal or something like that, please do so! It's actually sort of encouraged that you do that. Working through the steps is really good.
However, if someone says that something they're trying to do isn't working, it isn't a good idea to try to test it out yourself on *their* turf.
Examples of this include leaving comments on user's journals, leaving obvious comments [HAI IM TESTIN FUR SPR0T] in communities that a user has mentioned in a request, voting in a user's poll, sending users instant messages, and the like.
Although I know it's meant to try to help figure out what's going on regarding someone's request, it's really not professional. The user might understand, but remember that stepping outside of Support and into the user's turf means that you are also dealing with the user's friends and members of the user's communities. They may not understand. They may find it a little creepy. It can even come off as an invasion of privacy.
So please-- respect the user's privacy, and respect the user's space. Don't be creepy. Be professional. If you really need something tested on the user's journal, it's better to ask the user to do it (please try posting a public entry with an lj-cut and give us the URL), or to ask the user to ask their friends to do it (can you ask your friends if they can see your poll correctly? can you ask them to vote in it?). This gives the user control over the situation.Mood:  nerdy |
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stuff about Jira!
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Jul. 21st, 2008 @ 08:22 pm
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Starting this week, we'd like to completely convert Support's bug-reporting processes over to Jira, instead of using ![[info]](http://p-stat.livejournal.com/img/community.gif) bugs. Don't file any more new issues in bugs, because that'll just make more work for us later.
Right now, the only people with Jira accounts are those holding supporthelp. This was because we wanted to start off with a small batch of users just to see how volunteers would fit into Jira. Chances are very good that as time passes, interims will be invited to have Jira accounts, but for now only people with a supporthelp priv can file bugs and search the database.
So what this means is that for now, if you're an interim, you're going to have to count on supporthelps to do the filing of tickets, or searching to see if something has been reported. And if you're a supporthelp, I really need you to Be Bold and go ahead and create the tickets as new issues pop up on the board. (I promise that if you make a mistake creating a ticket, it won't be a disaster -- we'll just fix it and move on. We're all still learning here, and the folks maintaining Jira are nice people.) Also, if there's a major issue that's affecting a lot of users and you've reported it, please mention it in one of the main communities where interims have reading access, so that the information will spread to those who don't have Jira access.
Finally, starting this week we need to start the project of checking bugs against the Jira database. There's about a seven-month hole in the database we imported from the Fogbugz system, and all of that is covered by bugs, so we have to get that stuff into Jira as soon as possible. Once that is done, we can move onto the project of checking the imported bugs and verifying that they are still issues.
I'd like to finish the bugs migration by the second week of August, and then the verifying of the 280 imported tickets by the top of September. About three weeks for each project. That's an ambitious goal but I think it's definitely doable if multiple people are verifying/migrating several tickets a day. I'll adjust that figure either up or down once I've seen how much has gotten done this week.
Questions up for discussion, if you're a support volunteer:
1) Those of you with accounts: are you comfortable with Jira? Have you tried it yet? Is there anything that's frustrating you about it? (Do you want a tutorial?)
2) I think tagging's the best way to show that a bugs entry is in Jira. When it comes to doing so, is "jira" a sufficient tag, or would those of you who use this community more prefer the ticket number as well? (i.e. "jira #1234") I don't generally use these tags (I use the db itself, heh), so I don't care. ;-)
3) Any other questions or situations I haven't thought of? I quite literally scribbled this policy on a napkin over dinner, so I know there are things I'm missing.
4) Most importantly: can I count on you to help with this over the next 6 weeks, if you have the time? The more the merrier -- if you could just process a couple tickets a day, or a bunch in one sitting each week, many hands will make light the work. I'm willing to help you out with whatever you need to feel comfortable helping.Tunes: Ben Folds Five - Selfless, Cold and Composed | Scrobbled by Last.fm |
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a quick thank-you
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Jul. 21st, 2008 @ 11:28 am
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I just want to thank everyone who participated in smacking the board over the past few days. You guys worked so hard, and your effort shows in the green count. Thank you so much for pitching in and cleaning up the place! (And it makes Monday morning that much brighter.)
<3 <3 <3Mood:  happy Tunes: Palomine - Close To You | Scrobbled by Last.fm |
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so you don't have to watch the BYB/BBB all the time...
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Jul. 20th, 2008 @ 06:52 pm
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The bot behind knownissues should be working again, so you can watch this community if you want to know if we've changed stuff on the Known Issues list.
Thanks, mendel! |
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stats for cyrillic services...
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Jul. 18th, 2008 @ 02:28 pm
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Stats are temporarily not working right for those who have them on Cyrillic services. This is due to a trouble at their data center. It's mostly been recovered, but for the rest of the week people might see oddness with their friending statistics and other bits that aren't quite working again yet.
Marina gave us a Russian stock that we can use on the board and I put it in the dropdown. More info in Russian is here: http://community.livejournal.com/lj_ru_support/453487.htmlTunes: John Mayer - I'm Gonna Find Another You | Scrobbled by Last.fm |
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ScrapBook redirect
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Jul. 14th, 2008 @ 08:53 am
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After reading this request, I'm curious - what actually happens to your SB files when you redirect? I'm about 99% sure it moves them over to your new SB (I can't imagine it just dumps them, otherwise we'd have some very unhappy users) but will the old URLs redirect like they do for entries? It's not mentioned in the FAQ. Thanks! |
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