November 17th Support Team Meeting Summary

Announcements

  • Please take the official WordPress 2016 Survey.
  • Please continue to test the new forum theme. (see previous meeting summaries for details)
  • Thursday next week will be a holiday for the US-based contributors who typically represent a majority of our attendance, but the Thursday after that is travel to WCUS for most who are attending. So, there will be a short office-hour/open-floor type meeting on November 24 (attendance will not be recorded, enjoy your holiday), and no meeting on December 1.

WordPress 4.7 Beta 4

The fourth WordPress 4.7 Beta is here, so please start testing.

More bug reports during the beta means less forum threads after the final release.

Support in Other Languages

Please remember that there are no rules against asking a question in a different language than what the specific forum represents (for example, asking a question in German on the English support forums).

If your preferred translator service makes a mess out of their support request, it’s perfectly fine to politely suggest that they ask in the forum which represents their language, but don’t close the topic for language alone.

WCUS 2016 Plans

Support Contributors at WordCamp US 2016 will gather for breakfast, either dine-in or take-out, at either 7 AM or 8 AM (depending on location) on Sunday (the morning of Contributor Day). Support Team members should plan on being at Contributor Day by 9 AM to greet new contributors, which is why the breakfast time depends on the breakfast location.

Final decisions will be solidified as we get closer to the actual day, but it will definitely be breakfast on Sunday. Look for an announcement in #forums on Slack no later than Saturday evening.

Plans for Contributor Day will generally involve improving the handbook and helping new contributors find their voice in the support forums. Final decisions will be solidified at the time itself, as they mostly depend on how many new contributors are interested in joining us.

Checkin with International Support Liaisons

  • The Portugues and Russian support communities are doing well.
  • The Spanish support community is getting organized to ensure that spam is cleared and threads are answered more frequently.

Attendance

@macmanx @clorith @jmdodd @bcworkz @nickduncan @denisco @sergeybiryukov @josearcos @pmfonseca @vitormadeira @numeeja @geoffreyshilling @ipstenu @cristianozanca @sterndata @fierevere @t-p @zoonini @bethannon1 @kidsguide @hardeepasrani @alchymyth @lukecavanagh @kafleg @jdembowski @jcastaneda @danhgilmore @kenshino attended.

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

#weekly-chat

November 10th Support Team Meeting Summary

Announcement

WordPress 4.7 Beta 2

The second WordPress 4.7 Beta is here, so please start testing.

If you don’t have any room on your own server or hosting account, there are some great guides for setting up a local server environment.

More bug reports during the beta means less forum threads after the final release.

New Forum Theme

Please continue to test the forum redesign!

To start the fun, simply visit https://wordpress.org/support/?new-theme=1

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.

In addition to reporting bugs, we now have two master posts to aid in planning a new Forum Welcome and new forum descriptions.

This is how it’s launching for now (with a query string cookie toggle), and once everyone is confident that the bugs have been worked out, it will be launched for real! 🙂

WCUS 2016 Plans

We’ll be discussing our plans for WordCamp US 2016 during next week’s meeting, Thursday, November 17, 2016, 17:00 UTC in #forums on Slack.

Trolls and Harassment

If someone’s attacking you on the forums, following you off the forums, or otherwise making you scared to contribute, please speak up and let someone you trust know. If you want to tell someone privately, please DM a moderator.

You’re not alone on the forums. We’re a team for a reason.

Checkin with International Support Liaisons

Attendance

@macmanx @clorith @jmdodd @bcworkz @fierevere @ipstenu @lasacco @cristianozanca @sterndata @imazed @geoffreyshilling @songdogtech @jdembowski @zoonini @t-p @kidsguide @stephencottontail @d4z_c0nf @danhgilmore @lukecavanagh @georgestephanis @alchymyth attended.

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

#weekly-chat

November 3rd Support Team Meeting Summary

Announcement

WordPress 4.7 Beta 1

The first WordPress 4.7 Beta is here, so please start testing.

If you don’t have any room on your own server or hosting account, there are some great guides for setting up a local server environment.

More bug reports during the beta means less forum threads after the final release.

New Forum Theme

Please continue to test the forum redesign!

To start the fun, simply visit https://wordpress.org/support/?new-theme=1

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.

In addition to reporting bugs, we now have two master posts to aid in planning a new Forum Welcome and new forum descriptions.

This is how it’s launching for now (with a query string cookie toggle), and once everyone is confident that the bugs have been worked out, it will be launched for real! 🙂

Publicly Requesting/Posting Private Information

We have received some concerns of folks asking for and/or even providing other people’s private information, such as location, primarily in settings like IRC and Slack.

While we understand that this is typically being done in a friendly manner, please be aware that some folks would rather not share such things (even as broad as state or country) in a public setting, even despite being eventually conceded into doing so.

If it is not necessary to resolving their support issue (it rarely is), please just don’t ask, and if you catch anyone else asking, please convey this to them.

And never, under any circumstances, provide someone else’s private information. If you catch anyone doing that, please immediately report it to a moderator.

While many of us are friends, remember that not everyone wants the world to know their job, gender, living situation, location, etc. Be respectful. If it’s not your personal information, don’t talk about it in public.

WordPress Ideas Section

WordPress Ideas has been around for a long time. To the best of our knowledge, it’s not actively monitored, it only has two moderators, and it’s still on an old version of bbPress.

It sounds like there has been some discussion on replacing it, but nothing recent, so we had a discussion and a vote on what we’d like to do with it (understanding that the decision may be out of our hands).

If the decision does come down to us, by unanimous vote, we would like to retire the WordPress Ideas section in favor of the Requests and Feedback forum.

Update: Meta Ticket 2203 has been filed for this.

Twenty Seventeen Issues

There was some confusion around how to handle reported issues with the new Twenty Seventeen default theme now shipping in the 4.7 Beta, since the theme is not officially “live” yet.

Please report bugs in Trac using the Bundled Theme component.

If you’re already helping a user on the forums with the Twenty Seventeen theme, and want to crowdsource opinions before sending them off to Trac with a bug report, try #core-themes on Slack.

Post-DST Meeting Time Change

Starting next week, by 13 to 2 vote, our meetings will be at 17:00 UTC, which means the next meeting will be Thursday, November 10, 2016, 17:00 UTC.

Checkin with International Support Liaisons

Attendance

@macmanx @bcworkz @jmdodd @cais @lukecavanagh @bdbrown @geoffreyshilling @sterndata @kidsguide @cristianozanca @zoonini @danhgilmore @jdembowski @songdogtech @alchymyth @bethannon1 @stephencottontail @ipstenu @kenshino @jcastaneda @erricgunawan @t-p @tnash @numeeja @clorith @valeriosza @sergeybiryukov @zodiac1978 attended.

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

#weekly-chat

October 27th Support Team Meeting Summary

Announcements

Forum Upgrade Status

The official ETA is that everything will be done when it’s done.

We have nothing to add to our list of things that would be nice for Moderators and other volunteers to have and the list of known issues at this time.

WordPress 4.7 Beta

The first WordPress 4.7 Beta should be arriving soon, so please be ready to start beta testing.

If you don’t have any room on your own server or hosting account, there are some great guides for setting up a local server environment.

More bug reports during the beta means less forum threads after the final release.

New Forum Theme

Please continue to test the forum redesign!

To start the fun, simply visit https://wordpress.org/support/?new-theme=1

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.

In addition to reporting bugs, we now have two master posts to aid in planning a new Forum Welcome and new forum descriptions.

This is how it’s launching for now (with a query string cookie toggle), and once everyone is confident that the bugs have been worked out, it will be launched for real! 🙂

Archiving vs. Unapproving

If you are moderating the forums, Archive is the new Delete. Please do not Unapprove anything.

Unapproving something simply sends it right back into the Pending queue, where another moderator will have to take time to decide what to do with it.

The Pending queue should be empty as often as possible (those items over 3 months old will eventually be cleared once we have a safe MySQL query to run). Items should only ever be Approved, Archived, Spammed, or Unspammed, and never Unapproved.

WordCamp US 2016 Plans?

Besides Contributor Day, nothing else has been planned for the Support Team at WordCamp US 2016 yet.

We’ll start thinking about extra things next month, once we get a better idea of who’s going, as some folks are still waiting on visa and work/family approval.

Nothing will be planned outside of the 3 WordCamp days.

Checkin with International Support Liaisons

Attendance

@macmanx @bcworkz @lasacco @jmdodd @fierevere @cais @clorith @bdbrown @kidsguide @jdembowski @numeeja @t-p @voldemortensen @geoffreyshilling @ipstenu @cristianozanca @sterndata @songdogtech @bethannon1 @keesiemeijer @stephencottontail @imazed @anevins @kmessinger @lukecavanagh @hardeepasrani @kenshino @zodiac1978 @sergeybiryukov @jcastaneda attended.

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

#weekly-chat

October 20th Support Team Meeting Summary

Announcements

WordPress 4.6.1

We had nothing new to add to the known issues for WordPress 4.6.1.

This time next week, we’ll switch to focussing on the first 4.7 beta.

Forum Upgrade Status

The official ETA is that everything will be done when it’s done.

We have nothing to add to our list of things that would be nice for Moderators and other volunteers to have and the list of known issues at this time.

New Forum Theme

The forum redesign is available for testing!

To start the fun, simply visit https://wordpress.org/support/?new-theme=1

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 use this pre-made query for viewing reported issues. Please note that this list will not display tickets that are already marked as resolved (you can do this your self by ticking the checkbox).

This is how it’s launching for now (with a query string cookie toggle), and once everyone is confident that the bugs have been worked out, it will be launched for real! 🙂

In addition to reporting bugs, we now have two master posts to aid in planning a new Forum Welcome and new forum descriptions before next week’s meeting.

Checkin with International Support Liaisons

Attendance

@macmanx @bcworkz @gagan0123 @kidsguide @clorith @jmdodd @cais @lasacco @bdbrown @ipstenu @numeeja @cristianozanca @lukecavanagh @geoffreyshilling @sterndata @tnash @hardeepasrani @pmfonseca @hideokamoto @abletec @jcastaneda attended.

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

#weekly-chat

October 13th Support Team Meeting Summary

Announcements

WordPress 4.6.1

We had nothing new to add to the known issues for WordPress 4.6.1.

Forum Upgrade Status

The official ETA is that everything will be done when it’s done.

We have nothing to add to our list of things that would be nice for Moderators and other volunteers to have and the list of known issues at this time.

In good news though, we would love to announce that those with Keymaster access can now bulk-spam topics and replies from wp-admin, so if there’s ever a really crazy spam flood, ask for a Keymaster in #forums on Slack (there should be one available at most times).

Reminder on Some “How to Moderate” Things

Despite this handbook page on moderation in the new forums, and this overview of working in the moderation queues, it would appear that some key points are being ignored.

  • Do not trash/delete/archive spam. Spam is spam and should be marked as Spam and sent to the Spam queue, where it will remain until Akismet automatically removes it on its schedule (something like 15 days).
  • Do not unapprove things. This sends them back into the Pending queue, which really should be empty at all times (those items older than 2 months will be cleared soon). Basically, Unapproving something means that another Moderator has to take time to figure out what to do with it, and they might just re-approve it. If you come across something live that is spam, mark it as Spam. If you come across something live that shouldn’t be there but is not Spam (duplicates and other junk), use the Archive option. Archive is the new Delete. (@jmdodd will address this tonight by removing the Unapprove option)
  • Announce when you are working with spam and/or pending in #forums on Slack, and announce when you are done. The actions are currently hard toggles, meaning that two people clicking “Approve” in the Pending queue simply sends the item right back to the Pending queue. (this will be fixed eventually)

In addition to the above, and obviously related to the situation, please remember that the Moderator role requires “attending as many meetings as possible within reason,” and in addition please subscribe to Make/Support. Being aware of new information as we all learn how best to moderate the forums will avoid a lot of unnecessary overlap and duplication of efforts.

Checkin with International Support Liaisons

Attendance

@macmanx @clorith @jmdodd @bdbrown @kidsguide @gagan0123 @sterndata @zoonini @keesiemeijer @numeeja @dartiss @cristianozanca @d4z_c0nf @geoffreyshilling @songdogtech @stephencottontail @ipstenu @kenshino @t-p @gmosso @casiepa @netweb @sergeybiryukov @lukecavanagh @jdembowski @jcastaneda @bcworkz @abletec @cais @otto42 @danhgilmore attended.

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

#weekly-chat

October 6th Support Team Meeting Summary

Announcements

WordPress 4.6.1

We have added a curl error on plugin/theme update, and an increase in function calls to get_locale(), to the known issues for WordPress 4.6.1.

Forum Upgrade Status

The official ETA is that everything will be done when it’s done.

We have nothing to add to our list of things that would be nice for Moderators and other volunteers to have and the list of known issues at this time, but please do take a look at the first tickets from the bbPress Moderation Workgroup, and we have a patch for a moderation notice.

WordCamp US Preliminary Plans

WordCamp US 2016 will be December 2 – 4 with the Contributor Day on December 4.

The plan as of now is to help intro new support volunteers at Contributor Day. At this time, 10 current volunteers have confirmed that they will be available to help with that. The team also expressed interest in establishing some sort of bootleg/overflow Happiness Bar again, if the opportunity presents itself.

Checkin with International Support Liaisons

Attendance

@macmanx @kidsguide @t-p @geoffreyshilling @cristianozanca @anevins @jcastaneda @clorith @fierevere @sergeybiryukov @cais @bcworkz @jmdodd @gagan0123 @lasacco @lukecavanagh @bdbrown @jdembowski @wizzard_ @dartiss @sterndata @ipstenu @numeeja @stephencottontail @songdogtech @kenshino @hardeepasrani @casiepa @bethannon1 @keesiemeijer @tnash @drewapicture @hideokamoto @abletec attended.

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

#weekly-chat

September 29th Support Team Meeting Summary

Announcements

WordPress 4.6.1

We have added to “when enabled, plugin auto-updates can fail if they involve several plugins in a row” to the known issues for WordPress 4.6.1.

Forum Upgrade Status

The official ETA is that everything will be done when it’s done.

We have nothing to add to our list of things that would be nice for Moderators and other volunteers to have and the list of known issues at this time.

WCUS Preliminary Headcount

WordCamp US 2016 will be December 2 – 4 with the Contributor Day on December 4. We’re collecting a headcount of those who plan to attend the Support section of Contributor Day, so we have a reasonable expectation of how many existing support volunteers will be available to help new support volunteers.

During the meeting, 7 support volunteers confirmed they’d be there. If you were not in the meeting, but do plan to attend the Support section of Contributor Day, please do let us know in the comments below by Monday, October 3. (If you’re unsure, we look forward to you being there if you can, but you don’t have to let us know. We’ll plan for more than those who have confirmed for sure.)

Abandoned Not-English Forums

It has come to our attention that a few not-English forums have been abandoned by their Keymasters and Moderators. Several ideas were shared, all with merit, so the decision was to approach each case individually and form a policy later based on what has worked best overall.

For now, @kenshino will be reaching out to top volunteers in the forums in question to establish new Keymasters and Moderators, and we’ll discuss how that went and if any changes to the plan are necessary next week.

Moderation Enhancements

We’d like to contribute some moderation enhancements back to bbPress, rather than just build a plugin, so please think about what you’d like to see in bbPress for moderation (could be mockups, screenshots of other moderation interfaces, or even just words). A master post will be published here by @jdembowski this weekend to further coordinate our efforts.

Additionally, @clorith has volunteered to put together a work group this weekend in #forums on Slack for direct brainstorming and possibly even development. If you’re interested, please DM him to coordinate.

Checkin with International Support Liaisons

Attendance

@macmanx @bcworkz @jmdodd @lasacco @clorith @cais @jcastaneda @kidsguide @sergeybiryukov @cristianozanca @jdembowski @t-p @kmessinger @gagan0123 @geoffreyshilling @fierevere @numeeja @lukecavanagh @abletec @ipstenu @kenshino @bethannon1 @hardeepasrani @stephencottontail @songdogtech @sterndata @otto42 attended.

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

#weekly-chat

September 22nd Support Team Meeting Summary

Announcements

WordPress 4.6.1

No new issues or trends have been identified since last weeks meeting. There may be a 4.6.2 to address the issues that have arisen so far.

Forum Upgrade Status

Due to the Automattic Grand Meetup (a8cgm) most of the people capable of handling commits and changes have been away, so no traction has been made on the lists for Forum Bugs and Broken Things and our own Support Forum Upgrade OMGWTFBBQ Master List.

A discussion on notification to users if their post is held for moderation or is put in the spam queue was had , the message should be held generic so as not to cause alarm by telling users they are spamming, and will include an actionable item if it’s been held for moderation for a prolonged period of time (after 96 hours). This was added to the already existing meta ticket for moderation queue visual feedbacks.

Checking with International Support Liaisons

@jmdodd dropped by and let us know the Russian support forum move to the bbPress support plugin is on the todo list now that they’re back from a8cgm.

Attendance

@clorith, @lasacco, @kidsguide, @bethannon1, @hardeepasrani, @numeeja, @ipstenu, @jmdodd, @cristianozanca, @songdogtech, @keesiemeijer, @dartiss, @sergeybiryukov, @gagan0123, @jdembowski, @fierevere, @voldemortensen, @lukecavanagh, @kmessinger, @cais, @abletec, @t-p, @kenshino, @pr0v4, @otto42, @sterndata and @zodiac1978 attended.

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

#weekly-chat

September 15th Support Team Meeting Summary

Announcements

WordPress 4.6.1

The only trending problem after 4.6.1 that’s been identified so far is Media titles now being sanitized, this is being tracked on Trac #34989 and has been added to the master list

The move to bbPress 2.x

The move is trotting along, it’s taking longer than originally anticipated but it’s moving at a nice steady pace and we’re not overly worried, it’s better to do the job right, than doing it 10 times after all!

Quoting @ipstenu from https://make.wordpress.org/plugins/2016/09/12/forums-status-update-3/ “Sadly, ‘cost overruns’ have been the story of this migration. We had hoped to be done with everything by the 5th, but that proved a gross underestimate.”

Further more, all requests for statuses on X or Y should be pointed to the master list on the forums, or the BBQ post, depending on which one applies. This is to set the right expectations and not having to give lengthy statuses over and over again.

The official ETA for all the forum related work to be done is that everything will be done when it is done

Forum Bugs and Broken Things List

The master list over upgrade issues for users on the forums is getting a bit messy with all the replies, and it makes keeping track of new reports hard.

As such, after having received a report, and confirming it is legitimate or not, the master list is updated and the original post is archived. Leaving a reply for the user who reported it and then archiving your reply is a nice way to not leave the user hanging on the chance that they subscribed to updates to the thread, so please do this as well.

Doing it this way (leaving it open and archiving as needed) we ensure that we still have one central position to receive community feedback, and also ensures we need to stay on top of things and actively update these lists.

Checking with International Support Liaisons

The language bar to direct users to WordPress in their language will eventually be re-introduced to the English forums as well, and has a Meta ticket for when the more critical things are in place.

Attendance

@fierevere, @sergeybiryukov, @cristianozanca, @lasacco, @d4z_c0nf, @bcworkz, @erricgunawan, @bethannon1, @vitormadeira, @sterndata, @jdembowski, @mjjojo, @songdogtech, @dartiss, @clorith, @t-p, @geoffreyshilling, @jcastaneda, @kmessinger, @hardeepasrani, @francescodicandia, @kidsguide, @stephencottontail, @ipstenu, @tnash, @jmdodd, @abletec, @hideokamoto, @zodiac1978, @numeeja, @lukecavanagh, @gagan0123 and @coffee2code attended.

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

#weekly-chat