Support Team Update – February 15th

General announcements

HelpHub work has started back up, this will see a change to the front page of WordPress.org/support, and we’ll introduce some editors as well to handle articles that will be published there.

 

WordPress 4.9.4

No new issues have been discovered for WordPress 4.9.4 that aren’t already tracked on Trac.

 

Checking in with international liaisons

The Russian, Italian, Portuguese, Brazilian, Swedish and German representatives were in attendance this week.

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

#support

Support Team Update – February 8th

General announcements

We had our first online-only volunteer orientation this week on February 6th.

Our next workshop is scheduled for March 16th, and will cover how to deal with angry users:

Dealing with Angry Users – Workshop on March 16, 2018

 

First iteration of the Upgrade PHP page is now live and sits under the Support site on WordPress.org for now.

 

WordPress 4.9.4

WordPress 4.9.3 and 4.9.4 were released this week, 4.9.4 fixes a bug that was accidentally introduced in 4.9.3 which prevents automated security updates.

If someone is on 4.9.3 when asking for help, give the ma friendly nudge to hit that update button 🙂

 

Checking in with international liaisons

The Italian, Russian, Hindi, Portuguese, Greek, Spanish and Swedish communities had representatives present during this weeks meeting, saying hi!

 

Open floor

The Stack Exchange community are looking for new community spotlights to feature. It’s something that should be brought up with the community team though, but would be a nice way to cross-reference our different support communities.

 

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

#support

Support Team Update – February 1st

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 🙂

 

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

#support

Support Team Update – January 25th

General announcements

We updated the Health Check plugin to v0.9 last night, primarily focusing on user experience, translation fixes bug-squatting.

WordPress 4.9.3-beta1 is out, please test if you can!

A reminder to avoid name-dropping in the #forums Slack room. We are in many ways the public face of WordPress, and perception is a fickle beast. It’s hard to properly convey intentions via text on the internet, and what we say can lose context or be misinterpreted. Let’s help each other to remember not to drop names/usernames in the channel moving forward.

WordPress 4.9.2

No new issues have arisen for 4.9.2 (thankfully, with 4.9.3 on the horizon).

Checking in with international liaisons

The Italian, Greek, Swedish, Portuguese, Russian, German and Hindi communities had representatives present providing feedback and input during this weeks meeting.

Open floor

Our January workshop was this week, check out the recap if you’re interested!

Next workshop will be in March, and our new Contributor Orientation is set for February, announcements for both to follow shortly!

 

 

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

#support

Support Team Update – January 18th

General announcements

Monday January 22nd we’ll have our next support workshop.

WordPress 4.9.2

WordPress 4.9.2 was released last week, primarily to address security patches.
WordPress 4.9.3 is now tentatively scheduled for the end of January, but this date may still change.

We’re looking into reports of site slowdowns after the 4.9.2 release.

Checking in with international liaisons

The Russian, Spanish, GreekGerman and Portuguese communities came by, some are seeing still increased activity which is great!

Open floor

As discussed last week, some image embeds were lost in the migration to the new bbPress forums, so far the CloudUp service works (for those who have accounts there), but we’ll be looking to re-introduce imgur. Feel free to follow the Meta ticket.

Some links in the various forums are becoming un-clickable after https://meta.trac.wordpress.org/changeset/6370, it seems that a browser restart solves it in most (all?) cases until a fix can be implemented.

 

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

#support

Support Team Update – January 11th

General announcements

Consider helping the ServeHappy project, the aim is to educate and help users upgrade their PHP versions. As this directly impacts users, it’s a great idea for support oriented users to get involved.

The project is being worked on at the ServeHappy GitHub page, with a `draft.md` file for their info page being the most ideal place to contribute.

WordPress 4.9.1

No new items have popped up that needs consideration in 4.9.1.

As for the 4.9.2 timeline, the current tentative release is set for the end of January.

Checking in with international liaisons

The Swedish, Portuguese, Spanish, Brazilian, Hindi and Russian communities were present during this weeks chat, and gave positive impressions for how things are going.

Open floor

A request to re-introduce image embed support was brought forward, after the forum upgrade this hasn’t been working for all the previously whitelisted providers.
There exists a meta ticket exists for this issue, and embeds currently work as intended when using the CloudUp service.

A reminder that our next support workshop is coming up soon

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

 

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

#support

Support Team Update – January 4th

General announcements

First up a reminder for our upcoming workshop on January 22nd.

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

 

We’ve also added the first copy of our “how to troubleshoot” for our Health Check plugin, as it includes tools to hep users troubleshoot common issues without affecting site visitors.

Troubleshooting using the Health Check

 

In February we’ll be continuing our on-boarding experiment, to help get users, old and new, situated and familiarized with the support process. This is a great way to get involved, or to get a refresher. It covers how to find topics to contribute to, tools to help you, and proper etiquette (how to respond and react). It’s also a great chance to get to know others who are interested in the support aspect of open source!

 

Lastly, a reminder that calling out users in public channels can be misinterpreted by onlookers, and although there is likely no ill intent behind it, avoiding to call out and name individuals is appreciated. Instead consider linking to threads asking for input on threads rather than users. This also helps us jump into a thread without any bias, as we’ve not been inadvertently drawn towards any one individual.

 

WordPress 49.1

There have been no new recurring issues with WordPress 4.9/4.9.1 that aren’t already tracked either in our Master List, or in a core ticket.

 

Checking in with international liaisons

Representatives from the Swedish, Italian, Portuguese, Russian and German communities stopped by during this weeks meeting to give an update on how things are going, Sweden mentions increased activity and is very pleased with this!

 

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

#support

Support Team Update – December 21st

General announcements

First a reminder that out workshops will be continuing in January.

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

 

Following this, in February we’ll be looking to continue our onboarding experiment from WordCamp US, we’ll be targeting the Americas with this one, around 8-9ish am PST, but will be looking to rotate it for other regions/timezones for future renditions. In light of this we would like some feedback on what days of the week are good for this kind of event from those who would look to attend.

 

Next weeks meeting will be skipped, as it’s the holidays and many of us will be with family or friends. Some of us will still be around if there are questions, but no formal gathering on Thursday 28th, we’ll instead meet back January 4th, refreshed and ready to tackle anything that comes our way!

 

WordPress 4.9.1

No new items have come up, but users are still a bit fuzzy about the new theme/plugin editors, @clorith mentions he can be tagged in such threads that pops up and he’ll handle them.

Checking in with international liaisons

The Russian, Italian, Hindi, PortugueseSwedish and Brazilian community representatives stopped by this week to let us know things are running smoothly.

 

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

#support

Support Team Update – December 14th

General announcements

WordPress 4.9.2 is being planned for the end of January, but we make no promises on time until an official core post has been made with the final date.

WordPress 4.9.1

There’s not been any new issues reported against 4.9.1 that isn’t already covered in Trac tickets, most of them appear to be related to the new HTML validator before you can save code (which is a good thing, people are being made aware of their mistakes).

Checking in with international liaisons

The Russian, Swedish and Spanish communities said hi, none had any major issues to report on and we’re glad to see them around every week!

Open floor

A few items were discussed during open floor, as well as a “You’re all doing great work” note for all our lovely volunteers!

We’ve updated our pre-defined replies when troubleshooting things, making it easier for users to rule out plugin or theme issues without affecting site visitors using the handy Health Check plugin

Also for the first time (that I can recall at least) we’ve got an empty no-replies list on the international forums, which is a huge feat, so thank you to all our wonderful volunteers for achieving that!

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

#support

Support Team Meeting Updates for December 7th

Items covered at today’s Support Team Meeting:

  • Announcements
  • New Volunteer Orientation
  • WordPress 4.9.1
  • Gutenberg
  • Checkin with International Support Liaisons

Read the Make/Support blog post for more details.

#support