May 11th Support Team Meeting Summary

Announcements

  • We’ve re-allowed clients on IRC using TOR proxies, as we now have better tools to moderate anonymous connections
  • WordPress 4.8 is scheduled to ship beta 1 tomorrow (Friday May 12th) if all goes as planned

WordPress 4.7.4

Checkin with International Support Liaisons

Open floor

  • A request to make WPBot (on IRC) automatically handle users with foul language was put forth, and will be carried out at our earliest convenience, but by the end of next week at the latest

Attendance

@clorith, @contentiskey, @vishalmukadam, @bcworkz, @vitormadeira, @erricgunawan, @cristianozanca, @t-p, @sterndata, @zoonini, @bdbrown, @sergeybiryukov, @kidsguide, @otto42, @liamdempsey, @tnash, @pmfonseca, @zodiac1978 and @ketuchetan attended.

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

#weekly-chat

May 4th Support Team Meeting Summary

Announcements

WordPress 4.7.4

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

Checkin with International Support Liaisons

Attendance

@macmanx @clorith @erricgunawan @bethannon1 @vitormadeira @bdbrown @cristianozanca @t-p @kidsguide @contentiskey @geoffreyshilling @numeeja @sergeybiryukov @sterndata @keesiemeijer @geost @vishalmukadam @abletec @jcastaneda @stephencottontail @fierevere @jdembowski @mattdevelop @otto42 @hardeepasrani @anevins @ketuchetan attended

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

#weekly-chat

March 30th Support Team Meeting Summary

Announcements

WordPress 4.7.3

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

Supporting Themes from Jetpack

There was some confusion around how to support the themes installed by Jetpack. Quoting Support Team member and Automattic Theme Whisperer @zoonini:

1. vast majority of those themes already in the .org repo
2. small number of themes either waiting in the review queue or not yet submitted (due to one theme in queue rule)
3. small number of themes forked but not different enough to submit back to .org

if you see any in categories #2 or #3, please just add “wpcom-theme” tag and I or one of my colleagues will be happy to reply if it’s not something you’d like to handle

And, of course, if it’s a theme covered by category #1, just direct them to the specific theme’s support forum on WordPress.org, just like any other theme in the official directory.

Theme Installation Confusion

Speaking of themes, we’re noticing an increase in folks mistaking the theme directory’s Upload Your Theme section for a way to install themes on their own site. For now, here’s a predef you can try:

https://wordpress.org/themes/getting-started/ is for developers to share the themes they make with the entire WordPress community.

To install themes on your site, follow this guide: https://codex.wordpress.org/Using_Themes#Adding_New_Themes

Additionally, please DM @jcastaneda in Slack with links to any reports of the confusion so the Theme Review Team can find the best way to improve the situation.

Meeting Time

We held the final courtesy “Is this still what we want?” vote regarding the decision to change the meeting time from the March 9 meeting. 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, April 6, 2017, 16:00 UTC.

This was the final vote, so the meeting time will not be changed again until most of us switch back to Standard Time, or some other situation arises that would necessitate changing the meeting’s time.

Checkin with International Support Liaisons

Attendance

@macmanx @bcworkz @clorith @geost @jdembowski @t-p @bdbrown @kmessinger @zoonini @alchymyth @sterndata @contentiskey @sergeybiryukov @sage-chara @jcastaneda @lukecavanagh @bethannon1 @georgestephanis @kenshino @stephencottontail @abletec @fierevere @imazed @hardeepasrani @otto42 attended

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

#weekly-chat

March 9th Support Team Meeting Summary

Announcements

  • Please make sure that you have upgraded to WordPress 4.7.3.
  • Please make sure that you’re using the latest Also Viewing script, released about a month ago (and most recently updated last week).
  • 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.
  • Please be aware of some proposals for deprecating support for certain browser versions.

WordPress 4.7.3

An issue affecting certain file uploads was fixed in WordPress 4.7.3, so it has been removed from the known issues for 4.7, but we have added an issue where MP3 uploads are split into two files.

Meeting Time Change

Daylight Savings Time will be arrive for many of our contributors on March 12 and for most of the rest of our contributors on March 26 (with a few lucky contributors who never have to observe Daylight Savings Time).

We held a vote on whether we should keep the meeting at 17:00 UTC or move it to 16:00 UTC, and moving the meeting to 16:00 UTC won with the most up-votes and absolutely no down-votes, so we’ll be moving the meeting to 16:00 UTC effective next week.

This means that the next meeting will be Thursday, March 16, 2017, 16:00 UTC, which is the really the same time for anyone who will have their Daylight Savings Time change on March 12, and only an hour earlier for the rest who won’t change until March 26 (unless you’re one of the lucky ones who doesn’t have to observe Daylight Savings Time).

Because time zones are complicated, we’ll hold a “Is this still what we want?” vote during the next meeting and again during the March 30 meeting.

Checkin with International Support Liaisons

Attendance

@macmanx @clorith @bcworkz @otto42 @jmdodd @zodiac1978 @katzwebdesign @bdbrown @t-p @liamdempsey @bethannon1 @geoffreyshilling @sage-chara @kmessinger @hardeepasrani @numeeja @zoonini @sergeybiryukov @kidsguide @abletec @sterndata @stephencottontail @logankipp @lukecavanagh @jdembowski @lasacco @samuelsidler @pmfonseca @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 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

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

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

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

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