Welcome to the official blog for the WordPress Support team.
Need help with a WordPress issue? You can find help with your WordPress problem by posting in the support forums or asking on the #wordpress IRC channel.
Want to get involved?
Answering a question in the support forums or on IRC is one of the easiest ways to get started. Everyone knows the answer to something!
We have a detailed handbook to help contributors learn how to work with the forums and IRC.
Weekly Meetings
As well as discussing support issues here on the blog, we use Slack for group communication.
The support team hosts bug scrubs to triage open TracTracTrac is the place where contributors create issues for bugs or feature requests much like GitHub.https://core.trac.wordpress.org/. tickets for the Support ForumSupport ForumWordPress Support Forums is a place to go for help and conversations around using WordPress. Also the place to go to report issues that are caused by errors with the WordPress code and implementations.. Effectively triaging these Trac tickets allows us to address enhancements, feature requests, and bugs, to allow for continuous improvements to the support forums. During each scrub, we prioritize and organize tickets based on their urgency and impact.
All Make Teams follow the steps provided in this handbook for leading bug scrubs, however, this guide is specific to the Support Team.
If you’re looking to host a triage session and want some tips and advice, you can reach out to @vladt, who has experience hosting them. They can provide you with guidance and insights based on their previous experiences. It’s always beneficial to learn from someone who has hands-on experience in organizing such activities.
Additionally, make sure to inform the support representative of your plans so that they are aware of the triage session and can assist you in connecting with relevant individuals.
During the session, we only look at Support Tickets with a Normal priority, you can filterFilterFilters are one of the two types of Hooks https://codex.wordpress.org/Plugin_API/Hooks. They provide a way for functions to modify data of other functions. They are the counterpart to Actions. Unlike Actions, filters are meant to work in an isolated manner, and should never have side effects such as affecting global variables and output. them as shown below.
During the scrub, we go over 10 tickets and these are picked in chronological order, but it’s also important to include any leftover tickets from the previous scrub. Reaching out to the previous host for information on any remaining tickets is a good approach to ensure that you have a complete and updated batch.
The link that you will share during the bug scrub to showcase the tickets you’ll be working on, needs to lead to the appropriate filtered view. This way, participants can focus on the specific tickets you’ll be addressing during the scrub.
You can use Ticket IDs to filter and create a link to the tickets you will be working on. To collect the ticket IDs locate the Ticket column.
When you have the ticket IDs you can use the ticket filter option, multiple IDs can be added to the filter by separating them with a comma.
The agenda should follow this format. Some of the text can be adjusted to your preference but these basics should be included:
Button with a link to the tickets you will be looking at during the session
Add the session time in UTC using the Call Out info blockBlockBlock is the abstract term used to describe units of markup that, composed together, form the content or layout of a webpage using the WordPress editor. The idea combines concepts of what in the past may have achieved with shortcodes, custom HTML, and embed discovery into a single consistent API and user experience..
Mention the host
Once the agenda is posted, you can announce the triaging session during the support team meeting, during the open floor.
I encourage you to go over the steps provided in the handbook before proceeding, the steps provided can be taken alongside what is suggested below when hosting a bug scrub.
After welcoming everyone to the meeting you can start sharing links to the tickets one by one. Participants can reactReactReact is a JavaScript library that makes it easy to reason about, construct, and maintain stateless and stateful user interfaces. https://reactjs.org/. with emojis to the tickets to reflect their opinion. Using reactions during a meeting or bug scrub can indeed be helpful for individuals who may not feel comfortable speaking out. Reactions provide a non-verbal way for participants to express their opinions, agreement, or support without needing to express it in words. They can use the following:
✅To confirm that the issue is still relevant, encourage folks to respond to the Trac tickets to help push them forward with this emoji.
❌Tickets that are no longer relevant and need to be closed i.e. the issue has been resolved, it’s a duplicate.
🚨Issues that need to be bumped up to a higher priority
The host should be a bit familiar with the tickets beforehand, try to write a small summary, especially on tickets with many comments). If there are any relevant related tickets worth mentioning you can include them in the summary.
TIP: You can read old conversations from previous bug scrubs about the ticket (trac links to the SlackSlackSlack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/. conversation). But it’s totally fine to just mention the ticket and read it together with the other as well if you don’t have time for that beforehand.
The template below has some predefined text you can use during the bug scrub, additionally, you can see how previous bug scrubs went here.
You can post short notes to the agenda after the bug scrub. You can write in your preferred format, just keep in mind that you need to mention the following:
Tickets handled during the scrub
Which tickets were closed
Tickets that have been bumped to a higher priority
View upcoming meetings
