February 16th Support Team Meeting Summary

Announcements

WordPress 4.7.2

We have nothing new to add to the known issues for 4.7 this week.

Checkin with International Support Liaisons

Attendance

@macmanx @t-p @numeeja @jcastaneda @kmessinger @hardeepasrani @lukecavanagh @jdembowski @sterndata @bdbrown @ipstenu @cristianozanca @kidsguide @prathameshp @lasacco @zoonini @stephencottontail @zodiac1978 @imazed @samuelsidler @geoffreyshilling @sergeybiryukov @pmfonseca attended

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

#weekly-chat

February 9th Support Team Meeting Summary

Announcements

  • The Theme Review Team is looking for FAQ suggestions.
  • If you have any topics or issues you’d like us to cover at this year’s Community Summit, please feel free to share those.
  • An exploit against WordPress 4.7.0 and 4.7.1 has been spotted in the wild. Please do your part to ensure that users are on 4.7.2, and that they know the importance of leaving auto-updates enabled, since this would have been pushed out two weeks ago via the auto-update system.

WordPress 4.7.2

We have nothing new to add to the known issues for 4.7 this week.

Support Team Short Description

A redesign is on the way for the overall Make site, requiring a shorter description. After a great discussion and a vote, we have settled on the following:

Help WordPress users around the world by answering support questions.

Letting Users Know When They’re Flagged

We have noticed that some folks are being flagged without any warning given. This leads to lots of duplicate attempts and overall confusion, as folks don’t know why their posts aren’t appearing. This also leads to a lot of your fellow moderators not knowing why someone was flagged and therefore removing their flag.

If someone is bad enough to flag, please leave a reply in the topic to let them know why.

If someone is spamming and you therefore don’t want them to know that they’re flagged, please just block them (or ask a Keymaster to do so).

If you feel someone is maybe bad enough to flag, but you don’t think they’ve broken any rules yet warranting a notification, please don’t flag them. In this case, I recommend bookmarking their profile and checking on them yourself once a day or so. They’ll either remain innocent long enough to take them off this sort of “personal probation” or they’ll prove themselves worthy of a flag with a notification.

If you don’t know why a flagged user is flagged, based on their previous interactions in the forums, please unflag them.

Checkin with International Support Liaisons

Attendance

@macmanx @hardeepasrani @sergeybiryukov @kmessinger @t-p @cristianozanca @lasacco @logankipp @jdembowski @sterndata @bdbrown @zoonini @clorith @liamdempsey @jmdodd @tacoverdo @lukecavanagh @numeeja @gagan0123 @dhoppe @ipstenu @tnash @otto42 @stephencottontail @hideokamoto @bethannon1 @keesiemeijer @zodiac1978 @jcastaneda @pmfonseca attended

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

#weekly-chat

February 2nd Support Team Meeting Summary

Announcements

WordPress 4.7.2

We have nothing new to add to the known issues for 4.7 this week.

2017 Community Summit

The next Community Summit has been announced, and we are collecting support-related topics and issues for discussion in the comments of this post.

Checkin with International Support Liaisons

Attendance

@macmanx @clorith @bcworkz @sergeybiryukov @cristianozanca @kidsguide @lasacco @jmdodd @kmessinger @numeeja @t-p @zoonini @geoffreyshilling @stephencottontail @liamdempsey @wido @hideokamoto @bdbrown @ipstenu @bethannon1 @sterndata @voldemortensen @jdembowski @lukecavanagh @kenshino @prathameshp @zodiac1978 attended

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

#weekly-chat

January 26th Support Team Meeting Summary

Announcements

WordPress 4.7.2

We have nothing new to add to the known issues for 4.7 this week.

New Forum Welcome (and link placement)

Thanks to @ipstenu, the Forum Welcome has officially moved to the Handbook, and after a great discussion on how to do it, a link to it has been added to the new forum theme.

Better “No Topics” Wording

When no topics are found, the forum currently reports “Oh bother! No topics were found here!” so we had a great discussion about how to improve that wording. Though we didn’t vote for anything specific, we rallied around something like “No topics found. Try a different search or start a new post.”

It gets the message across simply without any cultural limerick like “Oh bother!” (and is thus easier to translate), and offers two simple suggestions for what to do next.

2017 Community Summit

The next Community Summit has been announced, and we are collecting support-related topics and issues for discussion in the comments of this post.

Checkin with International Support Liaisons

Attendance

@macmanx @clorith @bcworkz @sergeybiryukov @bethannon1 @lasacco @sterndata @liamdempsey @wido @t-p @bdbrown @cristianozanca @fierevere @kmessinger @numeeja @jdembowski @stephencottontail @abletec @zoonini @keesiemeijer @kidsguide @lukecavanagh @hideokamoto @kenshino @pmfonseca @otto42 @samuelsidler @zodiac1978 @jcastaneda @danhgilmore attended

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

#weekly-chat

January 19th Support Team Meeting Summary

Announcements

WordPress 4.7.1

We have nothing new to add to the known issues for 4.7 this week.

New Forum Theme

There is a new section at the bottom of the forum list directing folks to Theme and Plugin-specific forums for their Theme and Plugin-specific questions:

  1. Let’s try to keep an eye on whether or not adding this text decreases the number of theme and plugin-specific posts in the general forums, and check-in on all that in a few weeks. If it hasn’t substantially reduced the number, we can look at either making the new text more prominent or something completely different.
  2. For folks who are still posting theme and plugin-specific questions in the general forums, it would be great if we could point them to the right place for future questions. This type of snippet seems to have been doing well so far:

I recommend asking at [forum-link] so the plugin’s or theme’s developers and support community can help you with this.

For example:

I recommend asking at https://wordpress.org/support/plugin/woocommerce so the plugin’s developers and support community can help you with this.

Check back later, and if they have done that, just close the old thread with a link to the new thread.

If you find anything broken with the new forum theme, please open a ticket in Meta Trac (after searching first, of course) under the Support Forums component, and prepend the ticket’s title with “Support Theme:”. You can also use this pre-made query for viewing reported issues.

The Meta Team is working on making the new Support theme ready for international forums.

You can test the theme using the ?new-theme=1 parameter, for example: https://ja.wordpress.org/support/?new-theme=1

It should work on any /support/ forum, so not the Italian forums at the moment as they still need to be moved.

The translation strings for the new theme are available for anyone who would like to help, and if you see any issues with the theme on international forums, please leave a comment on this Meta Trac ticket.

Sockpuppets

There has been a slight increase in sockpuppet activity, so this is largely a reminder that sockpuppet activity is not tolerated in our forums, and anyone doubting that can read Sock Puppetry is not Welcome and Handling Bad Reviews from the Plugins Team.

If you find any sockpuppet accounts, please flag them and archive their content when verified, then immediately report their activity with as much detail as possible (including links to the archived content) to plugins (at) wordpress (dot) org

There is no need to directly confront the sockpuppet since the Plugins Team will take care of that if necessary.

Checkin with International Support Liaisons

Attendance

@macmanx @bcworkz @hardeepasrani @clorith @ipstenu @pmfonseca @bdbrown @kidsguide @geoffreyshilling @numeeja @sterndata @zoonini @cristianozanca @numeeja @t-p @sergeybiryukov @imazed @pbarthmaier @lukecavanagh @bethannon1 @diddledan @wido @jdembowski @stephencottontail @kenshino @hideokamoto @fierevere @keesiemeijer @jnylen0 attended

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

#weekly-chat

January 12th Support Team Meeting Summary

Announcements

  • WordPress 4.7.1 has been released.
  • Be on the lookout for a survey from the Docs Team designed to help them approach HelpHub’s next improvements.

WordPress 4.7.1

All of our trending known issues for 4.7 were fixed in 4.7.1, but we added a new one where certain non-image file types fail to upload to the known issues for 4.7.

If you are affected by this issue, please use the Disable Real MIME Check plugin and remove it as soon as 4.7.2 is released.

New Forum Theme

If you find anything broken with the new forum theme, please open a ticket in Meta Trac (after searching first, of course) under the Support Forums component, and prepend the ticket’s title with “Support Theme:”. You can also use this pre-made query for viewing reported issues.

New Also Viewing Script

We have a new Also Viewing script from @clorith for use with Tampermonkey or Greasemonkey. Once you have one of those two extensions installed, simply click this link (or the “Raw” button next to the alsoviewing.user.js script at the previous “a new Also Viewing script” link if you don’t trust random links) to trigger an installation for the new script.

Besides the same helpful functionality you all remember (now actually working under the redesigned forums), the new script also displays when someone else is viewing the Spam and Pending queues, but please do continue to announce when you’re checking those queues for now. This will continue to help us both keep track of when the queues are checked, and will of course help to avoid overlaps with folks who have have not yet installed the new script.

Development for the new script is being handled openly on GitHub, though it still uses @octalmage‘s server for the processing backbone (and the code for that is also available on GitHub). Also, please be aware that the Chrome extension linked to there is still the old broken version. Only the user script has been updated so far.

Forum Descriptions

The new forum descriptions are not set in stone. The only thing we know for sure is that they should always be short (for the sake of the design) and descriptive.

With that said, they are still relatively new (only a week old today), so let’s continue to be mindful of feedback, and we may have a new vote about the descriptions later on.

Checkin with International Support Liaisons

  • The Dutch and Russian support communities are doing well.
  • The Hindi support community is waiting for its first support topic, so please help them spread the word!

Attendance

@macmanx @bcworkz @clorith @sergeybiryukov @kidsguide @kmessinger @numeeja @t-p @sterndata @jdembowski @katmoody @bdbrown @zoonini @abletec @hardeepasrani @geoffreyshilling @ipstenu @kenshino @joemcgill @fierevere @ancawonka @imazed @diddledan attended

Note: The lack of links for some @-mentions is a known issue.

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

#weekly-chat

January 5th Support Team Meeting Summary

Announcements

WordPress 4.7

We have added an issue with incorrect RSS feed dates on alternate languages to the known issues for 4.7.

New Forum Theme

The new forum theme has officially launched! No more cookie toggle necessary, yay!

Big thanks to @mapk, @jmdodd, @coffee2code, and @samuelsidler for all their work bringing this to life, to all of you for your bug reports during the soft launch, and to @clorith for triaging the blockers!

If you find anything broken, please open a ticket in Meta Trac (after searching first, of course) under the Support Forums component, and prepend the ticket’s title with “Support Theme:”. You can also use this pre-made query for viewing reported issues.

The Also Viewing extension currently does not work on the new theme. An issue has been reported, and @justingreerbbi has forked it too.

Update: For now, install this browser script for Tampermonkey or Greasemonkey.

Theme-Specific Custom CSS Feedback

Please keep your eyes open for any feedback about custom CSS being saved as theme-specific (rather than global), and let @jorbin know. The Core Team is very interested in how this has been received.

Security Documentation

The FAQ My site was hacked, Hardening WordPress, Brute Force Attacks, and Two Step Authentication articles received some big updates from @perezbox, @mmaunder, @atachibana, and @janr.

The Docs Team is looking for feedback, specifically on these four points:

  1. How helpful are these to developers?
  2. How helpful are these to users?
  3. How helpful are these to the Support Team?
  4. How else can we improve the articles? (this applies to when Codex is fully transferred over to Helphub)

If you’d like to share feedback on these points, please share it in #docs on Slack, or DM @kenshino or @atachibana.

Checkin with International Support Liaisons

Attendance

@macmanx @justingreerbbi @kmessinger @pmfonseca @t-p @liamdempsey @geoffreyshilling @bethannon1 @fierevere @sergeybiryukov @zoonini @ipstenu @juliekuehl @sterndata @wido @stephencottontail @bdbrown @kidsguide @courtneydawn @numeeja @jorbin @hempsworth @abletec @samuelsidler @kenshino @ramthas @lukecavanagh attended

Note: The lack of links for some @-mentions is a known issue.

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

#weekly-chat

December 29th Support Team Meeting Summary

Announcements

WordPress 4.7

We have nothing new to add to the known issues for 4.7.

Handling Security Vulnerabilities

The WordPress Security Team prefers to have all WordPress security vulnerabilities reported privately via security (at) wordpress (dot) org with the exception of plugin security vulnerabilities, which the WordPress Plugins Team prefers to have reported privately via plugins (at) wordpress (dot) org.

No matter your personal opinion on whether or not “responsible disclosure” is private or public, the WordPress Security Team has asked that it be private for WordPress. As a fellow WordPress Team, let’s continue to respect their wishes.

If you find a security vulnerability reported in the forums, please report it as directed above, edit the topic to remove the details (or flag the thread with a modlook tag), and leave a reply to direct the reporter to the link above.

The Hacks Subforum

Based on the feedback we collected, the Hacks subforum (“For Plugin Coding and Core hacking discussion”) was removed from the forum listing.

Feedback collected after this was done suggested that this might have been a mistake, given that the Hacks subform was far more active than the similar WP-Advanced forum.

After a great discussion and a unanimous vote, we’d like to keep the Hacks subforum hidden, and keep the WP-Advanced forum where it is, but merge the previous content of the Hacks subforum into the WP-Advanced forum.

New Forum Theme

The new forum theme will be officially launching very early next year, likely in just a few days, so please continue to test the forum redesign!

To start the fun, simply visit https://wordpress.org/support/?new-theme=1 (the length of the cookie has been significantly increased, so you will no longer need to re-trigger it every day)

It works off of a cookie, so if you need to switch back, simply visit https://wordpress.org/support/?new-theme=0

If you find anything broken, please open a ticket in Meta Trac (after searching first, of course) under the Support Forums component, and prepend the ticket’s title with “Support Theme:”. You can also use this pre-made query for viewing reported issues.

Checkin with International Support Liaisons

Attendance

@macmanx @clorith @jmdodd @bcworkz @kidsguide @hardeepasrani @jdembowski @t-p @ipstenu @lasacco @sterndata @zoonini @abletec @stephencottontail @perezbox @voldemortensen @hideokamoto @imazed @cristianozanca @jcastaneda attended

Note: The lack of links for some @-mentions is a known issue.

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

#weekly-chat

December 15th Support Team Meeting Summary

Announcements

WordPress 4.7

An issue with comment pagination and a conflict between Twenty Seventeen and older versions of Font Awesome were added to the known issues for 4.7.

Tagging

After a great discussion, we decided that we’d like to pursue implementing some sort of tag suggester/matcher based on the content of your support request. This will particularly help feature developers keep track of support requests after launch.

Currently, however, manually adding a tag to a topic still requires either editing or adding a reply. This will be fixed eventually, and we’ll wait for that first before we pursue the tag suggester/matcher.

Until then, we have added a new section on tagging to the Forum Welcome.

Following Home

“Following home” is what we call the action of contacting moderators and other forum users outside of the forums when not solicited. Plain and simple, this is harassment, and it’s already detailed twice in the forum rules, so don’t do it.

If you are routinely followed home from the forums, you might want to consider this great plugin from Support Team member @sterndata.

Checkin with International Support Liaisons

Attendance

@macmanx @bcworkz @jmdodd @numeeja @geoffreyshilling @jdembowski @kidsguide @sterndata @wido @cristianozanca @stephencottontail @t-p @bethannon1 @kmessinger @ipstenu @christinedonovan @bdbrown @imazed @kenshino @dimitris33 @sage-chara @zoonini @fierevere @zodiac1978 @mikbaloch @voldemortensen @jcastaneda attended.

Note: The lack of links for some @-mentions is a known issue and will be addressed.

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

#weekly-chat

December 8th Support Team Meeting Summary

Announcements

WordPress 4.7

Beyond the currently reported Genesis and W3 Total Cache issues, we have no trending and reproducible bugs to add to the known issues for 4.7.

To be clear, there are currently 31 reported bugs on track to be fixed in 4.7.1, but these haven’t been observed with enough consistency in the support forums to warrant listing in the known issues topic. To avoid cluttering the list with items that may only affect a handful of users, we list trending and reproducible issues only. You can see the known issues for 4.6 as an example of this.

Earlier today, there was a bug scrub focussing on all non-Customizer bugs, followed by a bug scrub of Customizer bugs tomorrow.

Badges

Automation of badges is still underway based on the criteria we all voted on for on August 18.

Until then, support liaisons can add them to the Google Sheet they have access to. Please ping @macmanx or @kenshino if you have any questions about that.

WCUS 2016 Recap

Contributor Day at WordCamp US 2016 was a great success for us! We have 5 new contributors, and one even wants to help out in IRC!

We also continued our efforts to be one of the most enjoyable teams at Contributor Day. 🙂

New Forum Theme

The new forum theme (see the November 10th meeting summary for details) will most likely be launching in a few weeks on the English forums. Once Meta Team is sure that everything is solid, it will then be launched on the not-English forums.

Please continue to test the new theme and file bug reports for now, following instructions in the linked to November 10th meeting summary.

Checkin with International Support Liaisons

  • The Italian and Russian support communities are doing well.
  • The Japanese support community is definitely looking forward to automated badges.

Attendance

@macmanx @otto42 @clorith @bethannon1 @jmdodd @lasacco @bcworkz @ipstenu @t-p @cristianozanca @numeeja @geoffreyshilling @hempsworth @jdembowski @christinedonovan @bdbrown @kenshino @heytheo @imazed @keesiemeijer @fierevere @sergeybiryukov @wido @sterndata @zoonini @hideokamoto @hardeepasrani @pixolin @liamdempsey @perezbox @samuelsidler @lukecavanagh attended.

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

#weekly-chat