Summary for March 18th Support Team Meeting

Announcements

Check out the project contributor handbook announcement, which also includes a Code of Conduct and Code of Ethics, both of which will supplement the support areas greatly.

The support team will be doing another ticket triage on Saturday March 20th, 2021,21:00 UTC. This one will be slightly different as we will be discussing and prioritizing tickets that you the user bring forth and feel is important. This is in no way a guarantee that your ticket will get done first, but rather a way to try and judge which items others think are important. Understandably not everyone can participate, so it is also OK to drop a ticket in a reply to this post, but you should then also include a reason why you think the ticket(s) are important and why they should be prioritized.

WordPress 5.7

As with most releases, there’s been a few issues for users, most of which have been self contained and resolvable in each individual scenario. Some recurring issues have been discovered, but these have all been addressed with tickets on core trac.

All in all, this has been a very smooth release so far (*knock on wood*).

Checking in with international liaisons

It’s been a while since we did an update like this here on the make blog, so it felt appropriate we do one again!

We had contributors from many parts of the world join us for our weekly little chat, none had any major issues to report, both in general and relating to the recently released WordPress 5.7, but it was great to hear from so many and be able to check in and see how everyone is doing.

Open floor

GiveWP hosted a panel on fighting online harassment in WordPress right after our weekly meeting, in which many members of our team were listening in, once the panel is published, we’ll drop a link for you all to watch it as well.
With that in mind though, please do not hesitate to reach out either in the #forums Slack channel, or directly through a private message, if you at any point feel unsafe or mistreated in any way, and we’ll do what we can to help.

And in closing, we provided you all with a little musical adventure, a composition by Philter called Miyazaki Mountain

Miyazaki Mountain by Philter

#weekly-chat

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Agenda for March 11th Support Meeting

The weekly support meeting will be held on Thursday, March 11th, 2021, 17:00 UTC in #forums on SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/.. (a Slack account is required)

A note-taker for the meeting is requested, taking notes is a great way to get more involved with contributing to a team, and getting to know how they operate, so don’t be shy, no prior experiences needed, and volunteering happens at the start of the meeting!

Headlines / Community updates

Checking in with international liaisons

This is the section where we reach out to the non-English speaking parts of our community, to see how they are doing, if there’s anything we can help each other with, or just interesting things going on that it would be nice to share with others.

There’s no requirements for previous participation or “fame” to share here, anyone is welcome, and we encourage newcomers to participate!

Unable to make the meeting, or maybe meetings just aren’t your thing? We would still love to hear how things are going in other non-English speaking parts of our community. Please feel free to let us know via the comment section below, in your own time, if there is anything you’d like to share, any questions or concerns you have, ort just to let us know you’re doing ok!

We will make a habit of putting this callout with every agenda post going forward, so that everyone has a chance to join in.

Open floor

This part of the meeting only happens if there is time, the team aims to cover the pre-planned topics first in any given meeting.

When open floor starts, any topic posted either as a comment to this agenda post will be looked at, or as many as there is time for. If there is still time left after this, then meeting attendees may step forward with questions, comments, remarks, anything relating to the support team that they’d like to handle.

It is also important to note that not everyone is comfortable posting things publicly, there is complete understanding of this, and users are welcome to contact the team representative (@clorith) via direct messages on Slack with whatever they wish the team to look at together.

For any other items to discuss, please add them to the comments below, or bring them up in the meeting.

Agenda for February 25th Support Meeting

The weekly support meeting will be held on Thursday, February 25th, 2021, 17:00 UTC in #forums on SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/.. (a Slack account is required)

A note-taker for the meeting is requested, taking notes is a great way to get more involved with contributing to a team, and getting to know how they operate, so don’t be shy, no prior experiences needed, and volunteering happens at the start of the meeting!

Headlines / Community updates

WordPress 5.7 Release Candidate 1 is now available – Please help test if you can.

As is normal with releases, we should look to our Master List. (See also the post on rethinking the Master List)

Information on the upcoming removal of plugin and theme slugs or names as topic tags is now published.

Checking in with international liaisons

This is the section where we reach out to the non-English speaking parts of our community, to see how they are doing, if there’s anything we can help each other with, or just interesting things going on that it would be nice to share with others.

There’s no requirements for previous participation or “fame” to share here, anyone is welcome, and we encourage newcomers to participate!

Unable to make the meeting, or maybe meetings just aren’t your thing? We would still love to hear how things are going in other non-English speaking parts of our community. Please feel free to let us know via the comment section below, in your own time, if there is anything you’d like to share, any questions or concerns you have, ort just to let us know you’re doing ok!

We will make a habit of putting this callout with every agenda post going forward, so that everyone has a chance to join in.

Open floor

This part of the meeting only happens if there is time, the team aims to cover the pre-planned topics first in any given meeting.

When open floor starts, any topic posted either as a comment to this agenda post will be looked at, or as many as there is time for. If there is still time left after this, then meeting attendees may step forward with questions, comments, remarks, anything relating to the support team that they’d like to handle.

It is also important to note that not everyone is comfortable posting things publicly, there is complete understanding of this, and users are welcome to contact the team representative (@clorith) via direct messages on Slack with whatever they wish the team to look at together.

For any other items to discuss, please add them to the comments below, or bring them up in the meeting.

Removing plugin and theme names used as topic tags on the forums

Over a period of time, work has been undergoing to tighten the forums ship a little, one major pain point has been topic tags. These are keywords or phrases, intended to quickly summarize what fields a topic related to, much like you would use tags when writing a blogpost.

Unfortunately, with this field being a freetext input field, and forums being open to all, not everyone knows how to effectively use tags, what tags are, or even what tags exist to use them make sure they reuse existing ones.
There’s also tags not being used as they were just added alongside generic spam, and the associated spam topics have long since been removed.

The current progression

We’ve been cleaning up the tags over phases:

  • Lock the tag field so regular users can not create new tags, only re-use existing ones [done]
  • Remove empty tags, or tags that otherwise fit a predefined set of criteria [done]
  • Remove tags that are pluginPlugin A plugin is a piece of software containing a group of functions that can be added to a WordPress website. They can extend functionality or add new features to your WordPress websites. WordPress plugins are written in the PHP programming language and integrate seamlessly with WordPress. These can be free in the WordPress.org Plugin Directory https://wordpress.org/plugins/ or can be cost-based plugin from a third-party or theme names or slugs
  • Curate remaining tags into a predefined and maintainable list of tags
  • Implement a better tag-selection process for users

As can be seen, we’ve already removed a lot of tags (more than 600,000 tags were removed), and locked down the creation of new tags, we were seeing an increasing numbers of tags being created (more than 1000 new tags per week when we locked it down).

We are still sitting at more than 40,000 tags left at this point in time.

Next step: Slugs used as tags

The next step is to remove all tags that are using names or slugs of themes and plugins in the WordPress directory as a topic tag. This does not mean that the slug using in the address field to look at plugins or themes will be going away.

Plugin and themes have their own support forumSupport Forum WordPress Support Forums is a place to go for help and conversations around using WordPress. Also the place to go to report issues that are caused by errors with the WordPress code and implementations. areas, so adding the name or slug of them to the topic is redundant. Most of the topics that do this are also created inside those support areas in the first place, further reducing the value of them.

The support team are aware that some authors follow these tags to pick up topics by users across all of the WordPress.orgWordPress.org The community site where WordPress code is created and shared by the users. This is where you can download the source code for WordPress core, plugins and themes as well as the central location for community conversations and organization. https://wordpress.org/ international forums, this is why this step hasn’t been completed yet, as we wish to make sure you are all well informed before this step is enacted.

Does this impact your workflow?

We would love to hear if this in some way impacts your workflow, so we can look into what approaches might help with the transition.

Please do note that there is no changing this cleanup process, as doing so means all plugins and themes need to be allowed, again making the idea of a valuable tag system and curated list pointless.

Rethinking the Master List

Over the years, the Master List has served the support team well. It has been the goto forum topic to link users to for recurring issues, and general troubleshooting steps.

CoreCore Core is the set of software required to run WordPress. The Core Development Team builds WordPress. has implemented a lot of checks and tests in that period to avoid breaking changes, and as core has gotten more and more stable with each release, the information in this list has been streamlined, to the point where it sees fewer and fewer entries for each release. As is evident by the historical Master List entries.

The list also includes a fair bit of work ahead of a release, which is now more or less literally copying a template, replacing the name of a release jazzer and listing items we think are noteworthy from the release or that may post breaking changes for users. This is all information that can be seen from the release posts and the releases about page though.

So with that in mind, I ask you;

Would we be just as well served with a fixed topic that outlines all the normal troubleshooting steps but doesn’t change between releases?

Is a Master List still relevant?

Support ticket triage session

We all love Support Forums – It’s where we learn and help at the same time. In order to make this a better place, we constantly come up with new enhancements, requested via tickets. Some of these need a push forward.

We will be putting aside some time to triage tickets, trying to gather some helpful input about what we think about them and how we can help moving them forward.

Our next ticket triage session will be held on Tuesday, February 23th, 2021, 17:00 UTC in #forums on SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/.. (a Slack account is required)

We will be looking at general support tickets, issues or enhancements, especially those not discussed in our previous triage sessions. If you think a ticket needs our attention, please feel free to let us know via the comment section below, or during the session.

Chosen hour is not friendly with your time zone, unable to make the session or maybe meetings just aren’t your thing? (If the later, you should still come and meet us – you’ll change your mind about boring meetings 🙂 ) We would still love to know your opinion on the issues mentioned in the tickets. Please feel free to let us know via a comment on the respective tickets.

Also, do you think this sessions should become a regular thing? Maybe a monthly session to make Support Forums even a better place than it is now? Let us know your thoughts on this!

Agenda for February 18th Support Meeting

The weekly support meeting will be held on Thursday, February 18th, 2021, 17:00 UTC in #forums on SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/.. (a Slack account is required)

A note-taker for the meeting is requested, taking notes is a great way to get more involved with contributing to a team, and getting to know how they operate, so don’t be shy, no prior experiences needed, and volunteering happens at the start of the meeting!

Headlines / Community updates

  • WordPress 5.7 Betas are ongoing
  • WordPress 5.6.2 is on its way

Also an update on the forum tag cleanup process will be forthcoming.

Checking in with international liaisons

This is the section where we reach out to the non-English speaking parts of our community, to see how they are doing, if there’s anything we can help each other with, or just interesting things going on that it would be nice to share with others.

There’s no requirements for previous participation or “fame” to share here, anyone is welcome, and we encourage newcomers to participate!

Unable to make the meeting, or maybe meetings just aren’t your thing? We would still love to hear how things are going in other non-English speaking parts of our community. Please feel free to let us know via the comment section below, in your own time, if there is anything you’d like to share, any questions or concerns you have, ort just to let us know you’re doing ok!

We will make a habit of putting this callout with every agenda post going forward, so that everyone has a chance to join in.

Open floor

This part of the meeting only happens if there is time, the team aims to cover the pre-planned topics first in any given meeting.

When open floor starts, any topic posted either as a comment to this agenda post will be looked at, or as many as there is time for. If there is still time left after this, then meeting attendees may step forward with questions, comments, remarks, anything relating to the support team that they’d like to handle.

It is also important to note that not everyone is comfortable posting things publicly, there is complete understanding of this, and users are welcome to contact the team representative (@clorith) via direct messages on Slack with whatever they wish the team to look at together.

For any other items to discuss, please add them to the comments below, or bring them up in the meeting.

Support ticket triages

With the metaMeta Meta is a term that refers to the inside workings of a group. For us, this is the team that works on internal WordPress sites like WordCamp Central and Make WordPress. team trying out focus periods for various components this year, it is nearing time for the Support Forums to get their time in the spotlight.

This means we will be putting aside some time to triage tickets, and prioritize them in accordance with what we wish to see completed in that sprint period, or getting rid of tickets that no longer need addressing.

Triage Times

The times are split up over three days, with two different focuses. The first set of two sessions (each session is set to last an hour) will focus on general tickets. The last session will have a focus on rosetta forums, and input from our other localized forum teams.

It is of course also fine to provide input on this post, if the times below do not match your agendas.

The times for our triage sessions are as follow:

General tickets / issues / enhancements
Tuesday, February 9th, 2021, 18:00 UTC
Friday, February 12th, 2021, 18:00 UTC

Rosetta tickets / issues / enhancements
Tuesday, February 16th, 2021, 20:00 UTC

Agenda for February 4th Support Meeting

The weekly support meeting will be held on Thursday, February 4th, 2021, 17:00 UTC in #forums on SlackSlack Slack is a Collaborative Group Chat Platform https://slack.com/. The WordPress community has its own Slack Channel at https://make.wordpress.org/chat/.. (a Slack account is required)

A note-taker for the meeting is requested, taking notes is a great way to get more involved with contributing to a team, and getting to know how they operate, so don’t be shy, no prior experiences needed, and volunteering happens at the start of the meeting!

Headlines / Community updates

Checking in with international liaisons

This is the section where we reach out to the non-English speaking parts of our community, to see how they are doing, if there’s anything we can help each other with, or just interesting things going on that it would be nice to share with others.

There’s no requirements for previous participation or “fame” to share here, anyone is welcome, and we encourage newcomers to participate!

Unable to make the meeting, or maybe meetings just aren’t your thing? We would still love to hear how things are going in other non-English speaking parts of our community. Please feel free to let us know via the comment section below, in your own time, if there is anything you’d like to share, any questions or concerns you have, ort just to let us know you’re doing ok!

We will make a habit of putting this callout with every agenda post going forward, so that everyone has a chance to join in.

Open floor

This part of the meeting only happens if there is time, the team aims to cover the pre-planned topics first in any given meeting.

When open floor starts, any topic posted either as a comment to this agenda post will be looked at, or as many as there is time for. If there is still time left after this, then meeting attendees may step forward with questions, comments, remarks, anything relating to the support team that they’d like to handle.

It is also important to note that not everyone is comfortable posting things publicly, there is complete understanding of this, and users are welcome to contact the team representative (@clorith) via direct messages on Slack with whatever they wish the team to look at together.

For any other items to discuss, please add them to the comments below, or bring them up in the meeting.