May 24th Support Team Meeting Summary

General announcements

Auto-updates for WordPress 4.9.6 were enabled last night, and should be flowing out steadily at this time.

WordPress 4.9.6

Besides the usual need to clear caches after an update (especially one that includes editor updates).

We can note that there is a known regression in TinyMCE which may cause a handful of plugins to break when viewing the editor. The core team is already aware of this and are working on sorting that.

 

The GDPR approaches

Shelters are stocked for a weekend of fun! With the forums seeing around ~10k GDPR related topics and posts on the forums, we’re expecting more once the regulations kick in on the 25th. To address this, and the constant topics on plugin pages asking if they’re compliant or not, we’ve created a sticky post that will show up on the support forums, to hopefully help users find out where to go to get the right answers to their questions, and most specifically: Not to seek legal advise on the forums.

 

Checking in with international liaisons

The Swedish, Russian, Greek, Serbian and German community representatives dropped by this week to join the discussions.

 

Attendance

@abdullahramzan, @amboutwe, @bcworkz, @bemdesign, @clorith, @contentiskey, @felipeelia, @fierevere, @geoffreyshilling, @ipstenu, @jdembowski, @joyously, @keesiemeijer, @lakenh, @macmanx, @nikolam, @numeeja, @otto42, @presstigers, @pross, @stephencottontail, @t-p, @tobifjellner, @valeriosza, @xkon and @zodiac1978 attended.

 

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

#weekly-chat

April 5th Support Team Meeting Summary

Announcements

  • Common Gutenberg Questions – Keep populating the document if you come upon anything that should be covered by it. The callout may not have been in 4.9.5, but it’s imminent and it never hurts to be prepared
  • The Community Code of Conduct project team is having a survey they’d love to be shared as widely as possible within the community.

WordPress 4.9.5

WordPress 4.9.5 was released two days ago. So far we haven’t had any trouble.

Onboarding

Did you do a volunteer onboarding session with us in the past, and would you be willing to share feedback on it? Or, would you be interested in joining an upcoming volunteer onboarding session?

If so, please reach out to @zoonini in Slack!

In our onboarding sessions, you’ll learn how to use the forums, how to best help people, and you’ll make a few friends along the way. 🙂

Our last onboarding session was in February.

Checking in with international liaisons

The Swedish, German, Brazilian, and Greek communities had representatives stop by our meeting this week.

If you do support for WordPress in non-English speaking communities, please do stop by and say hello during our meetings so we can share experiences.

Attendance

@macmanx @otto42 @geoffreyshilling @bcworkz @contentiskey @cthreelabs @zoonini @numeeja @tobifjellner @zodiac1978 @valeriosza @sterndata @firoz2456 @xkon attended.

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

Contributor tips
Are you eager to help people, but you don’t know what to say? We have several pre-written replies that you’re welcome to use!

#weekly-chat

March 29th Support Team Meeting Summary

Announcements

WordPress 4.9.4

WordPress 4.9.4 has been out for a while. So far we haven’t had any trouble.

Meeting Time

Following the rest of the globe switching to Daylight Saving Time, and by majority vote, the meeting time will remain at 17:00 UTC (exactly where it is right now) with the hope that we never change the time again.

Therefore, the next meeting will be Thursday, April 5, 2018, 17:00 UTC.

Checking in with international liaisons

The Russian, Swedish, and Greek communities had representatives stop by our meeting this week.

If you do support for WordPress in non-English speaking communities, please do stop by and say hello during our meetings so we can share experiences.

Attendance

@macmanx @sterndata @geoffreyshilling @t-p @contentiskey @abletec @firoz2456 @fierevere @nikolam @bemdesign @cthreelabs @clorith @bethannon1 @ipstenu @anevins @howdy_mcgee @numeeja @stephencottontail @tobifjellner @xkon @otto42 @jdembowski attended.

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

Contributor tips
Please consider contributing to WordPress by testing for bugs. Less bugs means less support topics.

#weekly-chat

March 1st Support Team Meeting Summary

Announcements

  • HelpHub draws ever closer, please read about the current state of it, as it affects our support efforts
  • We have an upcoming support workshop on March 16: Dealing with Angry Users
  • Just a reminder that WordPress 4.9.3 broke automatic background updates, so if you encounter anyone still on 4.9.3, please kindly direct them in how to update manually from Dashboard > Updates.

WordPress 4.9.4

WordPress 4.9.4 has been out for a week. So far we haven’t had any trouble.

Checking in with international liaisons

The Russian, Italian, Swedish, Portuguese, Spanish, and Greek communities had representatives stop by our meeting this week.

If you do support for WordPress in non-English speaking communities, please do stop by and say hello during our meetings so we can share experiences.

Attendance

@stephencottontail @macmanx @lasacco @cristianozanca @firoz2456 @jdembowski @bethannon1 @anevins @numeeja @bcworkz @zoonini @sterndata @fierevere @contentiskey @t-p @otto42 @zodiac1978 @howdy_mcgee @tobifjellner @pmfonseca @fernandot @xkon @sergeybiryukov @clorith @yaniiliev attended.

And, a special thanks to @stephencottontail for leading the meeting while @clorith was traveling!

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

Contributor tips
If you simply use WordPress, you already know enough to help people. It’s ok to seek out topics that you’re comfortable with. You don’t have to know everything to make an impact in someone’s WordPress experience.

#weekly-chat

February 1st Support Team Meeting Summary

General announcements

Out first online-only contributor orientation will be held next week.

Support Volunteers Orientation, Tues, Feb 6, 17UTC

 

Also a reminder to moderators: When making edits make sure the post hasn’t somehow been converted to a draft. This appears to happen when editing things in the back-end when they aren’t yet published (spam or pending posts). If you make edits, take responsibility for your edit and make sure it goes live.

 

WordPress 4.9.2

(Thankfully) no new major items have been trending for 4.9.2, the release of 4.9.3 has been postponed until next week to avoid doing any automated updates right before the weekend.

 

Checking in with international liaisons

The Italian, Russian, Swedish, PortugueseGerman and Hindi communities had someone in attendance this week

 

Open floor

The 500 errors when moving posts or topics is identified as being caused by a counting mechanic in bbPress that does… crazy counting. For now making the move from the back-end in wp-admin is the way to go, as the counts only run when using bbPress on the front end.

If you’d like to help shape the future of our support plugin, head on over to the GitHub project page to add issues, and provide feedback on existing ones!

Some improvements are being made to the child theme documentation after seeing a fair amount of confusion about best practices, and will be seeking some cross-team efforts from the Theme Review Team.

If, as a volunteer, you feel users demand too much of you in a manner that feels like you were an employee, reach out and we’ll assign you a custom title to denote that you are in fact a volunteer 🙂

 

Attendance

@anevins, @bcworkz, @bemdesign, @clorith, @contentiskey, @cristianozanca, @fierevere, @firoz2456, @geoffreyshilling, @glorialchemica, @hardeepasrani, @howdy_mcgee, @jcastaneda, @keesiemeijer, @kimwhite, @macmanx, @numeeja, @otto42, @pmfonseca, @stephencottontail, @sterndata, @t-p, @tobifjellner, @zodiac1978 and @zoonini attended.

 

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

 

Contributor tip
If you find your self providing a lot of support, check out the support teams handbook page for helpful tools. They are there to make your days easier!

#weekly-chat

Troubles with un-subscribing for some users

@otto42 has managed to track down why we’ve seen topics about users unsubscribing from plugin forums but still receiving emails.

We’ve been seeing a lot of these: https://wordpress.org/support/topic/cannot-unsubscribe-from-plugin-support-page/

Short version: They unsubbed from a plugin forum, but still get emails, and the forum also does not show up in their subscriptions list.

Finally, I was able to get it to happen where I could see it happening. Seems that there is a desync between the database and the memcache for subscriptions, sometimes. Dunno what causes it as of yet.

Quick fix for anybody reporting this problem: You, the moderator, or anybody else really, can go and subscribe to that plugin forum that they are having trouble with, and then go ahead and unsubscribe from it. This invalidates the memcache entry and will cause it to rebuild from the database. All subs will be essentially “reset” to what they should be for that forum entry.

If I can sort out the cause, I’ll fix it. Until then, this workaround is easy to do.

November 23rd Support Team Meeting Summary

General announcements

Our next support workshop has been announced!

Scaling Support: Dip the Data Bucket Every Day – Workshop on January 22, 2018

 

WordPress 4.9

4.9.1 is tentatively scheduled for Tuesday November 28th, with RC1 landing on Monday the 27th. These are tentative dates, and things may change. The 4.9.1 release will focus on the 3 major issues discovered so far affecting users:

  • Broken features due to MediaElements.js trying to validate WordPress locales
  • Editing themes/plugins when using IIS
  • Caching of theme files

There will likely be a 4.9.2 to resolve other issues that may arise and are not as pressing.

 

Checking with international liaisons

The Russian, PortugueseSpanish, Swedish, Italian and German liaisons stopped by to let us know things are going well. The Swedes have had an influx of both questions seekers as well as providers of late. In Italy they had WordCamp Milano, and in Germany we saw WordCamp Cologne with new contributors from their contributor day!

 

Attendance

@anevins, @bcworkz, @bdbrown, @clorith, @cristianozanca, @fierevere, @firoz2456, @jdembowski, @josearcos, @keesiemeijer, @numeeja, @otto42, @pmfonseca, @sergeybiryukov, @t-p, @tobifjellner, @williampatton, @zodiac1978 and @zoonini attended.

 

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

 

Contributor tips
Each plugin and theme have their own support forum, if you are very familiar with something specific, why not give those specific forums a read, you just might find someone you can help!

#weekly-chat

October 26th Support Team Meeting Summary

WordPress 4.9

WordPress 4.9-beta4 is out, if you can please help with testing, the more bugs we can find before launch, the less work for us afterwards.

In similar news, Gutenberg (the new editing experience in WordPress) version 1.5.x is also out, with a first iteration of the meta box support, so if you wish ot help shape the future, that’s what you’ll want to get involved with at the time!

Checking in with international support liaisons

The Italian, German, Russian, Swedish and Brazilian communities had representatives stop by and take part in this weeks discussions. If you’re doing support in a any other local communities we would love to have you join our weekly meetings so please stop by! It doesn’t have to be a WordPress.org forum, as we understand that various locales function differently!

We’ve enabled the user watch plugin on some more locales, if your WordPress.org forum doesn’t have access to the “Flag Author” link on posts (it should be next to the user notes link) and would like this, please let us know!

A flagged user will have their posts held in the Pending queue until a moderator manually approves them, this is intended for use with users who have misbehaved and we want to ensure they can play nice with others before we let them post without supervision again.

Flagging users

A bit of a followup on the previous lines, when a user is flagged it’s important to follow some fixed procedures to keep track of what is going on.

As such, when a user gets flagged, one should always add a user note, explaining why you’ve flagged the user, this is so that other moderators know why a user was flagged.

When a flag is issued, also always make a reply to the user explaining why they are flagged ,and what this means for them. If the user doesn’t know why they were selected, or that they are in that user classification at all, they won’t learn from their mistakes.

But before flagging a user, try educating them, we’re very trigger happy with flagging accounts at the moment (at least on the international forums), and educating them and adding a user note without flagging them may be more appropriate in many situations (basically don’t punish them for not knowing).

Moderator attendance

This is more a reminder that we expect a certain level of involvement from our moderators, at least on the international forums. We ask that they come by our weekly meetings at least somewhat-regularly or interact with the make/support articles that go up at the very least (we understand that meetings are not always timed well for every participant). This is to avoid having any unused privileged accounts hanging around.

Attendance

@anevins, @bcworkz, @bdbrown, @berksted, @bethannon1, @clorith, @contentiskey, @cristianozanca, @felipeelia, @fevered, @fierevere, @firoz2456, @geoffreyshilling, @howdy_mcgee, @jdembowski, @justingreerbbi, @macmanx, @numeeja, @otto42, @sergeybiryukov, @stephencottontail, @sterndata, @t-p, @tobifjellner, @voldemortensen and @zodiac1978 attended.

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

New contributor tips
If you are looking for a place to start, or have some free time to kill, why not check the list of topics without any replies?

#weekly-chat

September 21st Support Team Meeting Summary

General announcements

Global translation day

Global translation day is coming up on September 30th

Debug data in core

The work on a new info.php for core to help with support and debugging has had great traction. For the time being we’ve moved development off to GitHub, it will be incorporated as part of the Health Check Plugin, and we will re-visit the concept of incorporating it in core at a later date. The idea here is to promote it as the official approach for checking the status and getting debug information for your own system by the support teams for now.

@clorith has been granted access to both the GitHub and WordPress.org plugin and will help maintain the momentum we’ve had going in so far.

Tag clouds on the forums

The tag cloud on the forums (found at the very bottom of the forum front page only) has been removed. It was not performing well, and really serves no purpose on the forums as our tag use is so spread out and rather incoherent that it didn’t help anyone.

Tags are still a thing, and that feature won’t go away, this is just us removing the tag cloud on the front page.

Support workshop #2

Our second support workshop is coming up, this time hosted by Taco. Taco does support for a somewhat well known plugin, and we’re really looking forward to hearing from him!

Why solving the problem isn’t enough – A Support Workshop

WordPress 4.8.2

WordPress 4.8.2 is out, and so far we’ve only discovered one potential issues. A function used to make sure database queries are safe has been misused a bit in the past, it’s now been locked down and unsupported features no longer work. Some plugins or themes may have used these features and thus may no longer function as expected.

Checking in with international liaisons

The Portuguese, Russian, Italian, Hindi, Swedish and Greek communities are trotting along and stopped by for the weekly chat to see how things were going around the world.

Attendance

@abletec, @anevins, @bcworkz, @bethannon1, @clorith, @cristianozanca, @fierevere, @geoffreyshilling, @hardeepasrani, @jcastaneda, @jdembowski, @keesiemeijer, @macmanx, @mjjojo, @otto42, @pmfonseca, @sergeybiryukov, @stephencottontail, @sterndata, @t-p, @tacoverdo, @tobifjellner, @xkon and @zoonini attended.

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

#weekly-chat

August 3rd Support Team Meeting Summary

General announcements

WordPress 4.8.1 is out, and it includes the new Custom HTML widget, as well as notices for the existing widget if it enters legacy mode or detects HTML usage.

To help facilitate the potential confusion with the notices, a section has been added to the master list.

It also seems some page builders (and thus potentially other plugins that interact with the editor) have incompatibilities with WordPress 4.8.1, making some controls hidden or inaccessible in the editor. Direct users to their plugin/theme developers to get patches up and running please.

Forum Welcome and Forum Guidelines

Next up, a reminder that the Forum Welcome and Forum Guidelines (for the international forums) now live on the forum them selves, and not to link to the old handbook pages. Sending users into the handbook can feel overwhelming and cumbersome, it’s a much better experience for them to be kept within the forum area.

Rosetta sites can of course still handle their forum welcomes or guidelines in whichever manner they feel is most appropriate for their users, we understand that communities and regions differ in their approaches and the way we do it on the international forums are primarily as a guide for those who wish for something to start off with and build on if anything.

Checking with international liaisons

The Swedish, Italian, Portuguese, German, Spanish and Russian communities are all enjoying the seasonal weather, and have nothing out of the ordinary to bring up.

Open floor

A notice that the img tag has been removed from the forum post creator, this was included with the bbPress2 upgrade, but not intended to be used as we don’t want images from unknown sources being posted as it poses various risks. Embeds from pre-approved sources with proper moderation tools and processes will instead be whitelisted, so we will still allow users to post their screenshots if they wish, but through a safer approach.

Attendeance

@bdbrown, @clorith, @cristianozanca, @denzel_chia, @erricgunawan, @fierevere, @geoffreyshilling, @jcastaneda, @jdembowski, @josearcos, @keesiemeijer, @ketuchetan, @lasacco, @numeeja, @otto42, @pmfonseca, @sterndata, @t-p, @tobifjellner, @vitormadeira, @zodiac1978 and @zoonini attended.

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

#weekly-chat