March 16th Support Team Meeting Summary

Announcements

  • Please make sure that you’re using the latest Also Viewing script, released about a month ago.
  • We don’t know how much longer the Codex will be around, so please link to the new Forum Welcome in our Handbook for all appropriate instances, rather than the old one on the Codex.

WordPress 4.7.3

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

Meeting Time

We held a courtesy “Is this still what we want?” vote regarding the decision to change the meeting time from last week. Holding the meeting at 16:00 UTC continued to receive majority support, so the meeting time will continue as-is, meaning that the next meeting will be Thursday, March 23, 2017, 16:00 UTC.

Another large portion of contributors will experience their Daylight Saving Time shift on March 26, so we’ll hold one more courtesy vote during the March 30 meeting.

Checkin with International Support Liaisons

Attendance

@macmanx @abletec @samuelsidler @bcworkz @jmdodd @voldemortensen @zodiac1978 @kidsguide @kmessinger @geoffreyshilling @geost @bdbrown @t-p @cristianozanca @numeeja @zoonini @keesiemeijer @liamdempsey @ipstenu @lasacco @lukecavanagh @jdembowski @alchymyth @sterndata @pmfonseca @hardeepasrani @hideokamoto @jcastaneda attended

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

#weekly-chat

March 2nd Support Team Meeting Summary

Announcement

  • Please make sure that you’re using the latest Also Viewing script, released about a month ago (and most recently updated yesterday).

WordPress 4.7.2

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

2017 Community Summit

The Support Team’s invitations to the 2017 Community Summit, and topics which we would like to participate in (based on those that passed with a majority vote), have been officially proposed.

Handling Non-automated Spam from Flagged Users

If you encounter automated spam from bots (or really terrible users) that you intend to Block, please do mark it as Spam, that will never change.

However, if you encounter spam from a user that is most likely human who you intend to Flag (or who has already been Flagged), please simply Archive it. Spam is emptied regularly, which means we lose it as a historical record quite often, but the Archive is forever and handy to refer to for questions like “I wonder how bad that spam from this possibly reformed user was?”

Linking to the Forum Welcome/Guidelines/Rules

We don’t know how much longer the Codex will be around, so please link to the new Forum Welcome in our Handbook for all appropriate instances, rather than the old one on the Codex.

Checkin with International Support Liaisons

Attendance

@macmanx @samuelsidler @fierevere @sergeybiryukov @bcworkz @clorith @zodiac1978 @kidsguide @kmessinger @t-p @bdbrown @cristianozanca @hardeepasrani @voldemortensen @wido @abletec @zoonini @sterndata @otto42 @jdembowski @stephencottontail @bethannon1 @imazed @tnash @ipstenu @johnjamesjacoby attended

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

#weekly-chat

February 23rd Support Team Meeting Summary

Announcements

  • The Theme Review Team is looking for FAQ suggestions.
  • Please make sure that you’re using the latest Also Viewing script, released about a month ago (and updated a few days ago to make the banner sticky).

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 have been collecting support-related topics and issues for discussion in the comments of this post. We will continue to collect proposals for one more week, so please leave a proposal soon if you have one.

Additionally, if you did not attend the meeting today, but would be able to be in Paris on June 13 and 14 as a part of the Support Team, please DM @macmanx in Slack. (There will likely be a chance for scholarships and sponsorships, but please assume for now that you will need to pay for your own travel and lodging expenses. If you would like to attend, but finances are a problem, please feel free to let me know know and we’ll see what we can do.)

And last, but certainly not least, a big thanks to @clorith and @bethannon1 for offering to help with organizing the event!

Checkin with International Support Liaisons

Attendance

@macmanx @bcworkz @ipstenu @bdbrown @cristianozanca @kmessinger @numeeja @hardeepasrani @lasacco @kidsguide @jdembowski @sterndata @wido @keesiemeijer @lukecavanagh @zoonini @bethannon1 @t-p @stephencottontail @sergeybiryukov @logankipp @pmfonseca @clorith @fierevere attended

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

#weekly-chat

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