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November 17th Support Team Meeting Summary

Items discussed.

  • Nominations for Support Team Representative
  • Using a Discord server for live support akin to IRC
  • “I have this issue too” replies and how to handle those in the forums

The SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/. log of the meeting starts at this Slack link.

Nominations for Support Team Representative

The details are here in @sterndata‘s make/support post.

Any active Support Person can be a team representative and anyone can nominate a Support Person. Self-nominations will also be accepted.

If you know someone you wish to nominate or nominate yourself then please leave a comment in that post. As a matter of politeness if you do nominate someone, please consider asking them first. We don’t want to put anyone on the spot.

Using a Discord Server for live support akin to IRC

On the official WordPress.orgWordPress.org The community site where WordPress code is created and shared by the users. This is where you can download the source code for WordPress core, plugins and themes as well as the central location for community conversations and organization. https://wordpress.org/ site, support is limited to the support forums and the #WordPress IRC channel. The WordPress Slack is meant for administrivia and collaboration. It is not meant as a venue for live support.

Alan Fuller raised the idea about using a Discord server and that was discussed. This was actively discussed and pointed out that anyone can use IRC without an account. Discord requires an account to be used; that may not be a bar as Slack does too.

Many opensource projects use Discord as a way to provide live support to users and other contributors. The discussion left off with perhaps someone can try it and report back to the Support Team how that went.

“I have this issue too” replies and how to handle those in the forums

This was a follow up to an earlier conversation about this topic.

The consensus of those attending the Slack meeting was that for pluginPlugin A plugin is a piece of software containing a group of functions that can be added to a WordPress website. They can extend functionality or add new features to your WordPress websites. WordPress plugins are written in the PHP programming language and integrate seamlessly with WordPress. These can be free in the WordPress.org Plugin Directory https://wordpress.org/plugins/ or can be cost-based plugin from a third-party/theme topics if the developer is alright with it then let people pile on to those topics as much as they want.

The developers may inform the Support Team when they want the guideline enforced prohibiting that behavior enforced for a forum topic.

There was also some talk about making a determination if someone is interleaving support, meaning they have their problem and are taking over someone else’s topic.

The exception for that is if the “I have the problem too” replies become abusive. Then those may be moderated as any other abuse is currently handled.

Call for Support Team Representative(s)

It’s time to select team representatives for 2023 across the WordPress project, including the Support team!

What is a Team RepTeam Rep A Team Rep is a person who represents the Make WordPress team to the rest of the project, make sure issues are raised and addressed as needed, and coordinates cross-team efforts.?

Within the WordPress project, each contributor team has a minimum of two team representatives. Often abbreviated to “team reps,” these people represent the team across the project, share key updates across all contributor teams, and generally help to support the team as a whole. You can read more about the team rep definition and expectations on the Team Reps page and in last year’s announcement.

Currently, the Support team has one representative: @sterndata. Previous reps include @andrea_r, @clorith, @macmanx, and @ipstenu.

Expectations for team reps can vary from team to team. In general, Support team reps help to:

  • prepare for and run Support weekly team chats
  • providing as-required updates to other contributor groups
  • generally representing Support across the project, or in the occasional chat
  • maintain a high-level perspective and awareness on current Support projects

Team reps should expect to dedicate 1 to 2 hours per week to these activities. Any active Support contributor can be a team rep, and we can have more than two team reps. Likewise, an existing team rep can continue in the position, as well, though having new people in these roles is encouraged!

Opening nominations

Any active Support person can be a team rep, and anyone can nominate a team rep. Self-nominations are also accepted. Everyone is welcome to give some thought as to who is a good fit for this role and nominate them in the comments of this post.

Nominations for Support team reps will be open until December 1, 2022. Those selected as team reps will take over these responsibilities starting in January 2023 and would be in this position for the full year, until December 2023.

After the nominations close, if there are enough nominees that we need to make a selection, I will publish a poll the in the Support meeting on December 1, so everyone can cast their votes. We’ll keep the polls open for 24 hours. Keep in mind that whoever is selected as a team rep will need to accept the role. So if someone nominates you, and you aren’t available or interested, don’t worry!

If you have any questions about the team rep role, want to learn more, or any other doubts, please share them here in the comments!

Agenda: Support Team Meeting Thursday November 10, 2022

The weekly support meeting will be held on Thursday, November 10, 2022, 17:00 UTC in #forums on SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/.. (a Slack account is required)

Standard Time

A reminder that the US has returned to Standard Time, so check your calendar to make sure you’re here at 17:00 UTC.

Headlines / Community updates

This is where news that are relevant or good to know for the team from across the community are brought up and shared.

Support Team Representative nominations

Every year, we should select a new person to represent this team to the other WordPress teams and handle coordination issues. What is that job? See https://make.wordpress.org/support/2021/10/team-representative-nominations/ for more information. Let’s chat about this at the November 11 meeting and finalize things at the following meeting on the 18th.

Start your own topic? Or “Me, too!”reports

There has been some discussion around the “start your own topic rules”. Sometimes, a “pile on” may be the right way to handle pluginPlugin A plugin is a piece of software containing a group of functions that can be added to a WordPress website. They can extend functionality or add new features to your WordPress websites. WordPress plugins are written in the PHP programming language and integrate seamlessly with WordPress. These can be free in the WordPress.org Plugin Directory https://wordpress.org/plugins/ or can be cost-based plugin from a third-party/theme/bug issues, sometimes not. Let’s discuss and see if we can find a good policy.

The Rosetta Forums

This is the section where we reach out to the non-English speaking parts of our community, to see how they are doing, if there’s anything we can help each other with, or just interesting things going on that it would be nice to share with others.

There’s no requirements for previous participation or “fame” to share here, anyone is welcome, and we encourage newcomers to participate!

Unable to make the meeting, or maybe meetings just aren’t your thing? We would still love to hear how things are going in other non-English speaking parts of our community. Please feel free to let us know via the comment section below, in your own time, if there is anything you’d like to share, any questions or concerns you have, ort just to let us know you’re doing ok!

We will make a habit of putting this callout with every agenda post going forward, so that everyone has a chance to join in.

Open floor

This part of the meeting only happens if there is time, the team aims to cover the pre-planned topics first in any given meeting.

When open floor starts, any topic posted either as a comment to this agenda post will be looked at, or as many as there is time for. If there is still time left after this, then meeting attendees may step forward with questions, comments, remarks, anything relating to the support team that they’d like to handle.

It is also important to note that not everyone is comfortable posting things publicly, there is complete understanding of this, and users are welcome to contact the team representative (@sterndata) via direct messages on Slack with whatever they wish the team to look at together.

For any other items to discuss, please add them to the comments below, or bring them up in the meeting.

October 27th Support Team Meeting Summary

Policy Change Fallout?

There has been no negative fallout from our relaxed policies on pluginPlugin A plugin is a piece of software containing a group of functions that can be added to a WordPress website. They can extend functionality or add new features to your WordPress websites. WordPress plugins are written in the PHP programming language and integrate seamlessly with WordPress. These can be free in the WordPress.org Plugin Directory https://wordpress.org/plugins/ or can be cost-based plugin from a third-party vulnerability discussion and premium product support established during the September 29th meeting.

PHPPHP PHP (recursive acronym for PHP: Hypertext Preprocessor) is a widely-used open source general-purpose scripting language that is especially suited for web development and can be embedded into HTML. http://php.net/manual/en/intro-whatis.php. 8.x

WordPress 6.x is tested with PHP 8 and offers preliminary support, but we cannot guarantee compatibility for third-party plugins and themes since that is the responsibility of the plugin/theme developer.

We, along with Drupal and Symfony, are asking the PHP group to extend support of PHP 7.4.x, but we have no firm answers yet.

No More Flagging for Premium Support

We are no longer flagging users for requesting premium support on the forums, as that hurts their ability to post across all WordPress.orgWordPress.org The community site where WordPress code is created and shared by the users. This is where you can download the source code for WordPress core, plugins and themes as well as the central location for community conversations and organization. https://wordpress.org/ forums.

Support requests for premium products will continue to be encouraged towards the proper support venue (without closing the thread), and as always, flags (or bans as necessary) will continue to be applied for other Guideline violations.

Become Flag-Neutral if not Flag-Negative

The Pending queue has become excessive lately and is a drain on Moderator time (your experience may vary depending on timezone).

As you rescue items from the Pending queue, please check the reason for the flag and un-flag as necessary. If you’re not un-flagging at least one person daily, please reconsider how strict you are on that end of enforcement.

Weekend Assignment

Please test the latest WordPress 6.1 RCRelease Candidate A beta version of software with the potential to be a final product, which is ready to release unless significant bugs emerge. and the Twenty Twenty-Three theme, and report any bugs you find!

Read the meeting transcript in the Slack archives. (A Slack account is required)

#weekly-chat

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September 29th Support Team Meeting Summary

Feature Requests

There are a variety of feature requests that will expand the forum, but the team is united in addressing the bugs that need to be fixed first.

Discussion of PluginPlugin A plugin is a piece of software containing a group of functions that can be added to a WordPress website. They can extend functionality or add new features to your WordPress websites. WordPress plugins are written in the PHP programming language and integrate seamlessly with WordPress. These can be free in the WordPress.org Plugin Directory https://wordpress.org/plugins/ or can be cost-based plugin from a third-party Vulnerabilities in the Forums

Previously, all plugin vulnerability discussions were quickly removed from the forum, the account was flagged to prevent further disclosure, and the Plugins Team was notified.

Going forward, if the developer and Plugins Team have been properly notified, and the vulnerability has been publicly known for a time, discussion of that vulnerability is allowed, including any “me too” replies under the thread.

Please keep in mind that abuse of the forums for disclosing zero-day vulnerabilities remains a bannable offense.

Premium Product Support

Previously, premium product support was not allowed on the forums, and customers requesting help for premium products were directed to the product’s premium support venue, and the thread was closed.

Going forward, we’ll continue to enforce the same rule, but the threads will not be closed, in case someone with product knowledge wants to help there.

Pre-Defined Replies

A reminder that we have pre-defined replies for volunteers and for moderators. Please do make use of them, but so we don’t look like bots, please also personalize them a bit with each reply to make them your own.

WordPress.orgWordPress.org The community site where WordPress code is created and shared by the users. This is where you can download the source code for WordPress core, plugins and themes as well as the central location for community conversations and organization. https://wordpress.org/ oEmbed on Forums

We are happy to report that, thanks to Dion, it is now safe to insert wordpress.org links (like support docs) on the forums without them generating large embeds. 🙂

Read the meeting transcript in the Slack archives. (A Slack account is required)

#weekly-chat

Agenda: Support Team Meeting – September 29, 2022

The weekly support meeting will be held on Thursday, September 29, 2022, 17:00 UTC in #forums on SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/.. (a Slack account is required)

Here in the US MIdwest, it’s getting chilly at night and the leaves are just starting to turn.

Headlines / Community updates

This is where news that are relevant or good to know for the team from across the community are brought up and shared.

MetaMeta Meta is a term that refers to the inside workings of a group. For us, this is the team that works on internal WordPress sites like WordCamp Central and Make WordPress. Tickets

There are several tickets pending for the forums. What should we prioritize?

Vulnerabilty reports

We’re seeing a lot more “your pluginPlugin A plugin is a piece of software containing a group of functions that can be added to a WordPress website. They can extend functionality or add new features to your WordPress websites. WordPress plugins are written in the PHP programming language and integrate seamlessly with WordPress. These can be free in the WordPress.org Plugin Directory https://wordpress.org/plugins/ or can be cost-based plugin from a third-party has vulnerabilities” popping up in support topics and reviews. Typically, we’ve removed those messages and replied with the section of the plugin developers’ manual on how to report vulnerabilities. But if there’s a CVE or the vuln could be considered “well known”, should we just leave it and allow the many probable “me too” replies?

The Rosetta Forums

This is the section where we reach out to the non-English speaking parts of our community, to see how they are doing, if there’s anything we can help each other with, or just interesting things going on that it would be nice to share with others.

There’s no requirements for previous participation or “fame” to share here, anyone is welcome, and we encourage newcomers to participate!

Unable to make the meeting, or maybe meetings just aren’t your thing? We would still love to hear how things are going in other non-English speaking parts of our community. Please feel free to let us know via the comment section below, in your own time, if there is anything you’d like to share, any questions or concerns you have, ort just to let us know you’re doing ok!

We will make a habit of putting this callout with every agenda post going forward, so that everyone has a chance to join in.

Open floor

This part of the meeting only happens if there is time, the team aims to cover the pre-planned topics first in any given meeting.

When open floor starts, any topic posted either as a comment to this agenda post will be looked at, or as many as there is time for. If there is still time left after this, then meeting attendees may step forward with questions, comments, remarks, anything relating to the support team that they’d like to handle.

It is also important to note that not everyone is comfortable posting things publicly, there is complete understanding of this, and users are welcome to contact the team representative (@sterndata) via direct messages on Slack with whatever they wish the team to look at together.

For any other items to discuss, please add them to the comments below, or bring them up in the meeting.