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  • Ipstenu (Mika Epstein) 5:42 pm on July 30, 2015 Permalink |

    Support Team Meetup Summary for July 23rd 

    Items discussed at today’s Support Team meetup:

    WordPress 4.3 RC1

    People are testing, that’s good. More people should be testing.

    Also, don’t panic, Site Icon controls are now available in the Customizer only.

    If you find a non-alpha/beta post in the Alpha/Beta forums, please feel free to remove it by any means necessary. Let’s keep that place clean.

    OMGWTFBBQ draft post

    Items to add:

    • Cache notice (flush ’em all)
    • Shortcodes may be broken (though they were broken in 4.2.3 so…)
    • Site Icon controls are now available in the Customizer

    Codex Documentation

    Codex for 4.3 needs love – Don’t worry about the function lists, those will be added after the doc-ref is auto-updated.


    If you find a sock puppet thread/review, delete it and block the *not-developer* user. Then email plugins@wordpress.org with all of the details. If @ipstenu is online and active, you can ping her, but the email is more reliable. Especially on weekends and off-peak hours.

    View today’s meetup transcript in the Slack archives. (A Slack account is required)

  • Ipstenu (Mika Epstein) 8:34 pm on July 29, 2015 Permalink |
    Tags: agenda,   

    Agenda for July 30th Support Meetup 

    Items for discussion at tomorrow’s meetup:

    We can cull from https://make.wordpress.org/core/tag/dev-notes+4-3/ to pick out the biggest issues.

    Writing the Version 4.3 post is … painful. I tried it for 4.2 and I’ll see if I can give it a shot again but more hands welcome. Use https://codex.wordpress.org/Version_4.2 as an example.

  • Ipstenu (Mika Epstein) 4:48 pm on May 21, 2015 Permalink |
    Tags: , Tools,   

    Forums: The Tools We Need 

    Back at WordCamp SF (in October 2014) we discussed the forum tools we needed to have in the ‘eventual’ port of the forums to bbPress 2.x. We then put it to the side because that port was miles away.

    It’s getting closer, so I’m posting the notes because, as JJJ said:

    > Once we can compare needs to the plugins list I posted on make/meta, then we can work towards a setup where all support forums run unified code.

    So please, read this list and bring up anything we’re missing or you think we should ditch.

    (More …)

    • Stephen Edgar 10:18 am on May 26, 2015 Permalink | Log in to Reply

      Some of the following are duplicates of what’s already outlined above, others is more information I collated from the wp-forums mailing list before the switch to Slack.

      ### bbPress Moderation

      • [ ] Tools for WordPress dot org forum moderators https://github.com/keesiemeijer/WordPress-moderator-tools
      • [ ] Recent activity e.g http://www.stoerke.be/recentforumactivity/?profile=netweb&pages=2
      • [ ] Add support for drop down form to add WordPress version to topic (see 1.x theme `version_dropdown()`)
      • [ ] Add bozo bbPress #459
      • [ ] Add `resolved/not resolved/not a support question` support bbPress #1720
      • [ ] Add support for ‘moderator’ only posted forum see https://wordpress.org/support/forum/wp-advanced
      • [ ] Add support for drop down form to add WordPress version to topic
      • [ ] Add ‘Mod Watch’ see https://codex.wordpress.org/Forum_Welcome#Being_.27Mod_Watched.27_or_Banned
      • [ ] Fix/Redo/Update text_domain strings
      • [ ] `Hacks` forum is a sub forum of `Plugins and Hacks`
      • [x] Added `bbp_forum_subscription_link` with RSS link to ‘content-single-forum.php’ template
      • [ ] Adding tags eg. ‘modlook’ etc, can anyone add a new tag?
      • [ ] Blocking users i.e. `?spammer=true`
      • [ ] Give users the ability the convert a review to a support topic see https://twitter.com/chip_bennett/status/435477320628207616
      • [ ] Add support for custom titles for Plugin/Theme authors ala ‘Official Rep’
      • [ ] Add a ‘firehose’ view, all topics and all replies sort by date/time created
      • [ ] Do not ‘bump’ – Can we add a check for the content that if it is eg less than 3 words and contains bump? and/of in form-reply check if the current user was the last user reply and put up a notice outlining the bump rules.
      • [ ] Having the option to add an “mod eyes only” note to the account is something that’s been on the wish list since… forever.
      • [ ] Template notice after subscribing to a topic or forum eg. ‘You are now subscribed to this topic – unsubscribe or view your subscriptions’
      • [x] Allow topics to be stuck to individual forums
      • [ ] Add `resolved/not resolved/not a support question` support [bbPress #1720](https://bbpress.trac.wordpress.org/ticket/1720)

      ### bbPress B-Tag

      • [ ] Add revisions to user profile edits
      • [ ] Allow moderators to edit users profiles
      • [ ] Add b-tag bbPress [bbPress #459](https://bbpress.trac.wordpress.org/ticket/459)
      • [ ] Add ability to automatically delete b-tagged users posts (topics and replies)
      • [ ] Blacklist support aka b-tag’ing accounts e.g an auto-delete-post blacklist for really lame keywords
      • [ ] Ipstenu’s ‘button of power’ <- Hitting that button on a user will mark the user as a b-tag on forums, ideas, plugins, themes i.e. Any of the sites in the multisite network

      ### bbPress Views

      • [ ] Add bbPress View `support-forum-no`
      • [x] Add bbPress View `modlook`
      • [ ] Add bbPress Views `plugin-reviews`, `plugin`, `theme-reviews` and `theme`
      • [ ] Per forum views, eg. ‘no replies’ or ‘Not Resolved’ for each forum
      • [ ] Create a view of ‘no replies’ and ‘open’ (i.e. not closed)

      ### Decisions

      • [ ] Who should be able to subscribe to entire forums? Everyone or Moderators only? (excluding plugin/theme authors)
      • [x] Deprecated `untagged` view https://wordpress.org/support/view/untagged
      • [ ] Single Forum and Single Topic Templates Notices (at the top of the page)
      • [ ] Should bbPress’ own search and search form be used and if so where?
  • Ipstenu (Mika Epstein) 10:32 pm on January 26, 2015 Permalink |  

    A reminder for those who haven’t seen it.

    Please take a few minutes to fill in the Community Hub Poll as the poll closes Thursday at 00:00UTC.

    For more information on the Community Hub, please check out this post.

  • Ipstenu (Mika Epstein) 7:39 pm on January 15, 2015 Permalink |

    How to Properly Use Tags 

    This came up in this week’s slack chat. Using tags can be a fine art, and we may end up doing a tag-scrub some day soon, to get more people into helping triage posts in the forums.

    Tags usually aren’t used properly, and it’s OKAY that the masses don’t. This is actually a great job for someone who wants to get involved in support. By reading a post and determining it needs specific attention, you can improve the chances of someone getting help promptly.

    When you see a post, look at what the poster is asking and try to use a tag that makes logical sense for the issue. To help you get started, we have some standard tags that we use and encourage their appropriate use.

    Team Tags

    The following tags are used by the various make/teams on WordPress.org to track posts that need their attention.

    • Accessibility – a11y
    • Questions about the theme review process – thememod
    • Questions about the plugin review process – pluginmod
    • Moderator please come fix this – modlook
    • Not Safe For Work – nsfw
    • WordPress.com theme not in the .org repo – wpcom-theme

    Proper Use of Modlook

    Don’t use it if you are a moderator. This should go without saying.

    Be very careful with ‘modlook’ – Abuse of that tag will get your posting rights revoked. It should be used to flag moderator attention for things like duplicate posts, spam, abuse, harassment, etc. It is not to be used for getting help faster. That just gets you negative attention.

    When you use ‘modlook’ try to use it in conjunction with another tag. For example, if the issue is a spammer, use ‘modlook’ and ‘spam’ tags. If the issue is the post has personal information (like passwords) use ‘modlook’ and ‘private info’ – Basically try to make sure if a moderator is reading the post, they’ll see why the post needs attention. This is especially important when we’re talking about duplicate posts :) If you’re tagging spam and think it may not be obvious who is the spammer (things like ‘buy viagra!’ are pretty obvious), put the username of the spammer as another tag. Just in case. The mods will delete the tags once it’s handled.

    It’s also a great idea to actually reply to the legit posts. Telling someone “I’m alerting the moderators to this post. Never post your passwords in public!” is totally awesome!

    Keep in mind, we do not remove URLs from posts unless there’s a good reason. And by good reason we mean abuse, harassment, or legal reasons. Asking a URL be removed, or a post deleted, because someone is upset that Google picked up their URL in it’s search is not a good reason. If you don’t want something to be searched by google, don’t post it in a public forum.

    Plugin/Theme Tags

    This one is simple. Tag a post to match the slug of the plugin or theme that’s having the problem.

    For example. If someone is having a problem with Akismet, tag the post akismet. If it’s Hello Dolly, tag it hello-dolly.

    Pay careful attention to that plugin slug! Complicated plugins like https://wordpress.org/plugins/joes-awesome-twitter-widget may have the name “Joe’s Totally Wicked Cool Twitter Widget Plugin!” on the plugin page, but that slug of joes-awesome-twitter-widget is what you want to use for the tag.

    If the theme is one downloaded from WordPress.com, use the tag wpcom-theme

    Company Tags

    If someone specifically mentions a hosting company, make sure that company is tagged. Many hosts keep people on payroll in order to monitor posts tagged for them. The same goes for things like theme and plugin shops. It’s helpful to them to have, for example, GoDaddy or StudioPress tagged.

    When in doubt …

    Don’t tag :) Come on over to the #forums room in Slack and ask us for help. Someone’s almost always around.

  • Ipstenu (Mika Epstein) 5:41 pm on November 13, 2014 Permalink |  

    T-Shirt Ideas 

    The docs team has a t-shirt. Why don’t we? Because we’re incredibly lazy.

    I want to preface this with a reminder: This does not mean we will actually get the shirts. This is an idea, and eventually we’ll need to ask people like @andreamiddleton or @camikaos if we can do this at all.

    Proposed Text

    “You look like a WordPresser that supports 23% of the Internet. – #tyrell14”

    There’s a story there, but if you were at #wcsf you probably heard it. Suffice to say, Tyrell became our meme in a surprisingly safe for work way.

    Proposed Graphic

    Much to @macmanx‘s disappointment, we can’t use an animated GIF. The rest of us sigh in relief.

    I also can’t draw. Or design like that.

    Suggestions Welcome!

    I know the text is a little WCSF centric, but this shirt will be for the folks who were, y’know, at WCSF this year (if possible).

    • Matthew 11:09 pm on November 14, 2014 Permalink | Log in to Reply

      Would someone just bulk order them and then sell them?

    • Kathryn 3:49 pm on November 14, 2014 Permalink | Log in to Reply

      Love the idea of a T-shirt! I’m not sure about mentioning a specific percentage since it’s a moving target and quickly goes out of date, so just something to consider.

      • Jan Dembowski 5:40 pm on November 14, 2014 Permalink | Log in to Reply

        I actually like the idea of dating it, especially the #tyrell14 reference (which will almost certainly not make the t-shirt).

    • Jon (Kenshino) 3:17 am on November 14, 2014 Permalink | Log in to Reply


      I actually run a design firm and told @ipstenu that we’ll work on a design – that being said, I hope more people will throw up designs so we can have something to choose from!

      We had some discussions of using Wapuu – and I feel that we could go about this in a few ways –

      Literal support – Wapuu could be infront of a monitor (having a huge sweat drop down the head) – a situation we have all had

      Figurative support – Wapuu could be holding up the WordPress Logo (designed as a Globe)

      All these should be on the back, and the front should be something simple.


    • Jan Dembowski 11:19 pm on November 13, 2014 Permalink | Log in to Reply

      Pinging @jcastaneda @kenshino for input. 😉

      Ideally each team would do this but I like the idea of doing one for each team that people could buy.

      • Jose Castaneda 3:58 am on November 14, 2014 Permalink | Log in to Reply

        I think that would be awesome for each team to have their own. Have a jigsaw puzzle piece on each one ( or Lego ) and their own tag line of some sort. Polyglots would get a different letter from each language, core could be in ‘code’ elements, themes a paintbrush stylized look, plugins possible cogs.

        These are just random ideas keep in mind. :)

    • Jen 10:44 pm on November 13, 2014 Permalink | Log in to Reply

      If we do shirts for one team we should do them for all the teams to be fair. Would like te make sure the design adheres to our best practices for women (that’s a lot of text to have on your chest at legible size without forcing the below-the-breast reading, so make sure it doesn’t fall down that far, etc). It I’ll check with Matt to see if we can buy shirts for each team in general; if not we could do one for each team that peolpe could buy if we need to.

  • Ipstenu (Mika Epstein) 4:57 pm on August 28, 2014 Permalink |  

    Draft OMGWTFBBQ for 4.0 

    This post is the official DRAFT post.

    I’ve slapped up a template for us to use going forward, but here are the sections, after the break.

    Leave comments for corrections or (if you’re an editor) just edit this post. It’s okay, my feelers won’t be bent out of shape :)

    (More …)

  • Ipstenu (Mika Epstein) 4:09 pm on August 19, 2014 Permalink |  

    OMG WTF BBQ Post! 

    So 4.0 man. What do WE see as the features that will cause the biggest issues?

    • Media Library Grid – Any plugin that adds features to the media library may need serious work.
    • Post Editor – The editor staying on the screen is not a bug :)
    • Post Editor/TinyMCE – The color picker’s coming back!

    What do you guys see as catching people’s adverse attention? Themes and plugins you know are broken?

    • Ipstenu (Mika Epstein) 7:48 pm on August 21, 2014 Permalink | Log in to Reply

      Changes to Plugins:

      When you browse for new plugins, you’ll see Plugin Icons to help you identify the right plugin faster. Also if you click on ‘View Details’ on your installed plugin list, that screen has been greatly enhanced to show you exactly what you’re getting into.

    • Jeff Chandler 11:55 pm on August 20, 2014 Permalink | Log in to Reply

      Hey James, do you mind if I republish the information in your post into a post for the Tavern on things to look out for in WordPress 4.0?

    • Matthew 2:11 pm on August 20, 2014 Permalink | Log in to Reply

      I think the Media Grid will be big because it could effect a lot of gallery plugins.

      Hopefully it doesn’t cause to much trouble for people.

      • Ipstenu (Mika Epstein) 3:35 pm on August 20, 2014 Permalink | Log in to Reply

        What specifically are you thinking about with Gallery Plugins that mess with the library view? Remember, we’re ONLY talking about the media library :)

        • Matthew 6:31 pm on August 20, 2014 Permalink | Log in to Reply

          I think it may mess up the way they retrieve images from the media library. I may also affect plugins that add onto the WordPress gallery.

          • Ipstenu (Mika Epstein) 2:14 am on August 21, 2014 Permalink | Log in to Reply

            It won’t impact retrieving images. Have you actually looked at it? Again, the change is only to the media library separate page. This doesn’t touch the in-editor image adding at all.

            And what I would love to know js what plugins do YOU know of that edit the media library? Because we want to have an idea in advance instead of the nebulous stuff. The only one I know about is the Ewwww image optimizer, and he already fixed his code for 4.0


    • MacManX (James Huff) 6:01 pm on August 19, 2014 Permalink | Log in to Reply

      We have had 4.0 on WordPress.com for almost a month now. Typical grain of salt disclaimer, what seems like a minor inconvenience to you could always be a major inconvenience to someone else for reasons you don’t understand, so be respectful no matter how insignificant it seems.

      Some notes on things which are still a problem for some users with work-arounds when possible:

      • The post/page editor now auto-expands as you type (it’s a bit more complex than that, but that’s the basic). Previously, the editor had its own scroll bar. This means that if you write a huge post, you need to scroll all the way up to return to the Publish button, categories, tags, etc. Work-around: Click in the editor and cmd/ctrl-up/down to move to top/bottom of editor content quickly. Click out of the editor and cmd/ctrl-up/down to move to top/bottom of the whole page.
      • When the editor is larger than the fold, it cannot be scrolled up by highlighting text, due to how the editor toolbar follows the primary scroll. Work-around: Highlight and scroll outside of the editor window to move the primary scroll instead.
      • Prior to 4.0, the last “Linked to” option chosen when inserting media persisted as a default for future inserts until it was next changed. This was handy for bloggers who always linked to the attachment page or chose a custom link when inserting media. In 4.0, “Media File” is now a persistent default for “Linked to,” and changes to it do not “stick” as they did prior to 4.0. There is a ticket for this: https://core.trac.wordpress.org/ticket/23847
      • The new default Media library view is the grid view. At the top-left of the Media toolbar is a button to switch back to the old list view. When switched to the old list view, the button to switch back to the grid view moves to the right.

      Obviously, be on the lookout for plugins which no longer play nice with the editor and Media library, and above all, try to find out exactly what the user doesn’t like and work with them to find a work-around.

    • Drew Jaynes (DrewAPicture) 4:19 pm on August 19, 2014 Permalink | Log in to Reply

      • They changed the default priority for Customizer sections to 160 from 10, so I can see people’s options getting moved around, maybe.
      • Might be problems with any plugin that manipulates the plugins list table (now a card view)
  • Ipstenu (Mika Epstein) 6:33 pm on May 20, 2014 Permalink |  

    Comments are now disabled on the User Manual 

    Since people keep posting rants and requests for support there, I’ve just turned the comments off.

    They were MEANT for non-editors to submit corrections and edits. I know this means people can’t easily report things that are wrong, but that’s okay. This was meant to be a temporary home anyway. We’ll just end up taking this, porting it to the new docs setup (whenever that’s ready) and edit from there.

    Thank you everyone who helped make them!

  • Ipstenu (Mika Epstein) 5:59 pm on March 27, 2014 Permalink |
    Tags: , guidelines,   

    Discussion: A Better Do and Don’t List 

    The following are cribbed from another site’s Dos and Don’ts. They should not be considered the be all and end all of guidelines, but they’re a good start. I’m thinking that perhaps a simplified ‘dos and dont’s’ list may help some people who see our massive list of guidelines and panic.

    This list is not perfect and I want your help

    Please suggest changes and improvements. I don’t want to make it much longer, so if we can consolidate and combine, that would be good. There’s no point in even trying to get through everything, so really I’m trying to spell out the basics of etiquette on the forums.

    Good Manners and Respect Dos and Don’ts

    • DON’T use “um,” be snotty to another user, or make the argument personal
    • DO know the difference between differences of opinion and personal attacks
    • DO treat others the way you want to be treated
    • DON’T present your opinions as facts
    • DON’T post the same opinion over and over in the hopes of wearing other people down or “winning” a discussion; just move on
    • DON’T be a gosh-darn dirty spammer
    • DON’T be vulgar; if you’re not sure, don’t say it

    Starting New Threads Dos and Don’ts

    • DO search for existing topics before starting new threads
    • DO make a new topic if you find yourself saying “I have the same problem but …”
    • DO link back to a related topic (or closed) when approriate
    • DON’T use all-caps or excessive punctuation in thread titles
    • DON’T treat the support forums as your personal blog
    • DON’T get all meta and use the forums to rant about the forums

    Posting Messages Dos and Don’ts

    • DON’T post in a thread until you’ve read the whole thread
    • DON’T post “Me Too!” messages; add something of substance to the conversation
    • DON’T sign your posts
    • DO use proper spelling, capitalization, punctuation, et cetera
    • DON’T post just to pimp your site or product, et cetera
    • DON’T post the same thing in multiple areas; pick a spot and go with it

    Warnings, Bans and Trolls Dos and Don’ts

    • DO take any mod warnings you get seriously
    • DON’T bug the mods to remove moderation on your posts
    • DO help us out and report trolls, flame wars, and troublemakers by tagging a post with “modlook”
    • DON’T abuse the modlook tag
    • Adrian Houle 5:18 am on April 10, 2014 Permalink | Log in to Reply

      I subscribed to the email list. Will i be notified of the meeting?

    • Andrew Nevins 7:40 am on March 28, 2014 Permalink | Log in to Reply

      Will this list be links that go to other parts of the page in more detail?

    • Chris Olbekson 4:16 am on March 28, 2014 Permalink | Log in to Reply

      Nice list. I would also love to see a link to an article Michael wrote a few years ago which should be must reading for helpers and helpees. http://michaelbox.net/2012/05/welcome-aboard-support-channels/

    • TheHandOfCod 10:46 pm on March 27, 2014 Permalink | Log in to Reply

      At the risk of being controversial I would say that list is too long. IMO people will read the first set and then move on. I would suggest that the people who come here are generally looking for help and often(maybe) want to get that help asap. I would therefore suggest you cut the list down to the 10 most heinous crimes and then have a disclaimer saying that there are more with a link to a more detailed post on etiquette. The top 10 being 5 Do’s and 5 Don’ts ?

      • Jan Dembowski 11:44 pm on March 27, 2014 Permalink | Log in to Reply

        I agree with keeping it concise when possible but it’s not about heinous crimes (I need to use the phrase at work tomorrow, thanks 😉 ).

        I mean, you could summarize this as

        • Do provide the level of support and help that you would want
        • Don’t respond in a way that you wouldn’t like

        But that wouldn’t make for a useful list…

    • Kathryn Presner 8:24 pm on March 27, 2014 Permalink | Log in to Reply

      Do take the time to do some basic troubleshooting before posting. That may include deactivating all plugins, switching to a default theme temporarily, looking at your site in a different browser, or anything else that might rule out culprits for your issue.

    • Kathryn Presner 8:22 pm on March 27, 2014 Permalink | Log in to Reply

      Don’t post anything you may not want found in Google searches in the future, such as personal information, your phone number, your client’s name, etc.

      Don’t ever post login details for your site.

    • Andrew Nevins 6:26 pm on March 27, 2014 Permalink | Log in to Reply

      What about a bit saying “Do help volunteers help you. If someone asks you a question that you may find pointless it may turn out to be an important step in a debugging process” – You know when people complain that you’re asking pointless questions

    • kmessinger 6:22 pm on March 27, 2014 Permalink | Log in to Reply

      I would put all the do’s first in each section.

    • Andrew Nevins 6:21 pm on March 27, 2014 Permalink | Log in to Reply

      And for this bit “DO search for existing topics before starting new threads”, I’ve heard people say “I searched first, just like the forum welcome said, then I found a thread and posted my issue there” – So that may need to be clarifying too

      • Ipstenu (Mika Epstein) 7:11 pm on March 27, 2014 Permalink | Log in to Reply

        Yeah, I think that would be “DO search for existing topics first, they may already have the solution” – Because we DO want you to search first so we don’t repeat the same things over and over :)

    • Drew Jaynes (DrewAPicture) 6:19 pm on March 27, 2014 Permalink | Log in to Reply

      Are these for forum posters or moderators? I keed I keed. I was thinking about something like this last night, actually.

      I realize this is a work in progress, and I think even this list is too long. We can pare some of these out. Some of these are good but multi-part where I feel like some of the parts are just common sense and don’t need to be said.

      So for instance, “DON’T use “um,” be snotty to another user, or make the argument personal” could probably just be “DON’T make things personal”, etc.

    • Andrew Nevins 6:18 pm on March 27, 2014 Permalink | Log in to Reply

      I don’t think we need a manners bit, we can just assume everyone knows what manners are.

      • Ipstenu (Mika Epstein) 7:09 pm on March 27, 2014 Permalink | Log in to Reply

        That isn’t entirely the point of that section. We know what manners are, but a lot of people fall short on applying them, so a quick “Hey yo, remember this stuff?” is clearly needed. If not, there would be far fewer people being moderated :)

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