Dreamwidth Support Training

Sun, 13 May 2012 18:26:09 GMT

It's been quite a while since I poked around in the open requests to see what I could answer. Today I did (why yes, I'm procrastinating on updating my resume, why do you ask?) and answered a bunch. While I was in there I noticed a lot of questions that had been answered but the answers haven't been unscreened after a few days or more. Can I assume those are all cases of "answered but not answered correctly," or is it taking a while for answers to be reviewed now?

(I'm not trying to say they should be unscreened faster or anything, we're all volunteers and we all have other stuff going on too--just trying to get an idea for what's typical right now.)

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Open ID notifications

Sat, 28 Jan 2012 11:07:59 GMT

There are currently about 10 open requests about missing comment notifications from OpenID users*. Dom mentioned the issue in bug #4218 but can we start telling people that this is a known bug and devs are looking into it? The oldest request is three-week old.

*Two also mentions OpenID users not getting any notification themselves. Is that a different issue?

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Importing issues with icons

Wed, 04 Jan 2012 05:24:40 GMT

Hola, Support team!

There may some reqs in the near-ish future dealing with too many icons importing. This is due to a tweak we made to the importing code. Basically, the importer was refusing to import any icons at all in some cases (when the account to be imported had too many icons at some point), so Mark and D decided to allow the importer to just grab all the icons. Any reports of too many icons being imported are the importer working as designed.

As of right now, if the individual visits and saves anything on the edit icons page, that will trigger some of the icons to automatically disable. This may change in the future; I'll keep y'all posted.

K

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Attention!

Sun, 01 Jan 2012 06:06:46 GMT

Hey guys!

This is mostly for volunteers who have the priv "support-movetouch" but the rest of you should listen up as well. Any requests that reference difficulties with creating an account should be sent to Peterstein, effective immediately.

If you are not sure if you've got movetouch, or what privs you have, you can investigate here: http://www.dreamwidth.org/admin/priv/

Thanks for all your help over the last year! Dom, Chemla and I have really appreciated your dedication and your super-awesome answers. You totally rock!

-Kat

(Originally mis-posted to my personal journal, so if you're seeing this twice, that's why. Yes, I'm a bozo sometimes.)

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Suggestions?

Sat, 31 Dec 2011 20:39:39 GMT

We got a suggestion for an FAQ tweak here: http://www.dreamwidth.org/support/see_request?id=12129

I pointed the poster in the direction of the suggestion box, but I also said that I would pass it up the food chain. Should I post to the suggestion box myself? It didn't seem right to, since it wasn't my idea.

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Supporting!

Fri, 23 Dec 2011 04:16:17 GMT

Hi spr0tlings!

As some of you may have noticed, Support is busier than usual due to the influx of new users from LiveJournal. Any answers you could provide to requests would be very, very appreciated.

Have a good holiday, folks, and thanks for all you do.

Best,
Kat

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OpenID on LJ?

Tue, 06 Dec 2011 13:29:47 GMT

"LiveJournal is currently up, but still under a DDOS attack. Due to some aspects of DDoS protection system, LiveJournal is temporarily disabling support for third party services (Facebook, Twitter, Google, etc.)." [1:25 pm GMT (Tuesday, December 6)]

Would that affect OpenID logging as well?

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Issues with comments?

Thu, 01 Sep 2011 19:00:33 GMT

There are ~~two~~ three requests mentioning loading issues with journals with lots of comments. I can't load the request post at dw_codesharing (I get a blank page every time) and it has less than 3,000 comments. This has been going on for a few days now. Is this a known issue? The latest maintenance post mentioned site slowness but I don't what that covers.

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old support requests

Wed, 11 May 2011 14:57:39 GMT

I have tried to get someone on IRC to look at these a few times, but time zones being as they are, no-one was ever online...

Anyway, there are a few requests with answers that might be approvable that have been open for a week or longer. Can somebody please take a look at these and approve or say why they aren't approvable in a comment?

http://www.dreamwidth.org/support/see_request?id=9122
http://www.dreamwidth.org/support/see_request?id=9081
http://www.dreamwidth.org/support/see_request?id=9070
http://www.dreamwidth.org/support/see_request?id=9050
http://www.dreamwidth.org/support/see_request?id=9030
http://www.dreamwidth.org/support/see_request?id=8938
http://www.dreamwidth.org/support/see_request?id=8889

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Tier

Fri, 29 Apr 2011 18:35:57 GMT

Hi guys~

This is a minor thing, but I noticed it and it's *there*, so I may as well ask about it. Does DW use the "Tier" function in support requests? I checked several on the board, and none of them were anything but tier-0. (It was introduced on LJ not long before the forking for internal statistics purposes, to classify how severe a request is.)

So I guess my question is twofold: if it's not in use, can we make it useful? and if not, can we get rid of it in the backend? :)

Thanks!

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Good sidebar reference links?

Wed, 13 Apr 2011 21:52:28 GMT

For this comm and dw_support? Suggestion:

http://www.dreamwidth.org/misc/code-status.html

But I bet there are others. We should totally get a link list up with good references, and maybe even sticky posts.

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Crash course on the Importer?

Sat, 09 Apr 2011 11:02:34 GMT

Dear people with knowledge, could we have more detailed answers about how the importer works *exactly*? Like how many times a job tries before it gives up (5?), if a job goes to the bottom of the queue every time it fails and other things I'm not thinking of? These details won't necessarily make it into support answers but I feel it would help me to have this background knowledge.

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(Un)official Etiquette Question: so regreens and answering these and priorities

Fri, 25 Mar 2011 15:35:49 GMT

It seems I'm full of questions lately...

So, sometimes, a volunteer answered a request and, for some reason, the user replied because it didn't solve their problem and another volunteer thinks they can solve it. What should the other volunteer do? Wait to see if the first volunteer submits a second answer? If so, how long? Or answer because the priority is giving users answers ASAP? Or leave an IC (but not everybody can read them so maybe a fake-IC in a screened answer)? I tend to wait but it crossed my mind today that I really have no idea what is the appropriate and expected behavior so here I am again seeking advice and guidance. :)

(And I hope it's ok to ask about these kinds of things)

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Policy Question: typos in usernames?

Thu, 24 Mar 2011 12:37:59 GMT

Should users be told to either rename or create a new account with the right name, or are "courtesy renames" still something DW does on a case-by-case basis? If so, which support category does this fit in?

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Question about HTML/CSS help

Sun, 20 Mar 2011 20:34:31 GMT

Clarification, mostly: Does Dreamwidth Support answer advanced customization requests?

(I've jumped here from LiveJournal Support, and over there Customization died a long time ago...)

eta: Thank you, everyone! Much appreciated.

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LJ comment importing

Thu, 17 Mar 2011 17:34:07 GMT

Can anyone help all those people having problems importing? Some of these requests have been sitting there for quite a long time.

http://www.dreamwidth.org/support/see_request?id=8279
http://www.dreamwidth.org/support/see_request?id=8309
http://www.dreamwidth.org/support/see_request?id=8337
http://www.dreamwidth.org/support/see_request?id=8378
http://www.dreamwidth.org/support/see_request?id=8451
http://www.dreamwidth.org/support/see_request?id=8575

I am not sure if all of those are related or anything.

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Sun, 12 Dec 2010 08:28:28 GMT

I'm not even sure if this is where I should be posting this. So, I suppose I have three quick questions:

1) Where does one go if one has questions about handling support requests? (This could be anything from "Why are there five screened responses and no answers?" to "Where would I even look to find this answer?".)

2) So, ah, where would one even look to find certain information, such as an answer to this request? I'm more than willing to download Dreamwidth, as it were, and find the appropriate information, but is there an easier way of finding this sort of thing out?

(Once I know #2, I can go figure out how to respond to the request. Or not, if someone beats me to it! I'm really just curious if the importer only handles new comments/entries, or if it knows how to check for updated items.)

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Questions

Tue, 16 Nov 2010 13:48:36 GMT

Hi, I'm new to Support so excuse the newbie questions.

1) General question: what are the rules for closing a request? Is there a mandatory waiting period for example? I know some requests get closed by users but I'm confused about the other ones. It seems to me some get closed while others don't - but I may be completely wrong about that - and I can't see the pattern.

2) Is it ok to ask why one of my answers wasn't approved? This is more work for people with SH privs and I haven't seen anybody doing it (here anyway) so I don't know whether it's acceptable/encouraged.

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Needs reproduction help

Sat, 06 Nov 2010 18:19:16 GMT

I have a report in Accounts as such:

"When I was making a payment a few minutes ago I experienced a difficulty with the form for my payment information in which certain text boxes, specifically surname, city, and phone number, would, while I was typing, select the entire text. I found it necessary to type the value elsewhere and paste it in."

Further information from the user:

* Firefox 3.6.12
* Ubuntu
* 10.04 LTS
* GNOME window manager
* Extensions list:
-- Delicious Bookmarks
-- del.icio.us IncSearch
-- Flashblock
-- FxIF
-- Live HTTP headers
-- post 2 del.icio.us
-- Ubuntu Firefox Modifications

User does not use auto-fill forms in any way.

I can't repro in my copy of Firefox 3.6.12 (Mac), so is there anyone out there with Ubuntu who can give this a whirl? (And, if necessary, start doing the Extensions Shuffle to see if you can reproduce.)

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Heads up!

Fri, 10 Sep 2010 08:29:45 GMT

When you've got requests about renames, please mention that they will be live after the next code push, per the 26 Aug news post. Please link to it in your answers: http://dw-news.dreamwidth.org/24191.html

Mentioning that it will be announced in both dw_news and dw_maintenance is also good.

Welcome to all the new vols, and welcome back to some who are returning from hiatus!

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New FAQ

Tue, 07 Sep 2010 23:42:30 GMT

http://www.dreamwidth.org/support/faqbrowse?faqid=210

That one is on mass entry deletion. Please read and review.

This FAQ should be used along with FAQ 112 (Mass privacy edit tool) and maybe the paid account FAQ.

-Kat

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Approvable Answer Bounty!

Sun, 04 Jul 2010 15:24:31 GMT

Hello everyone!

Since a lot of you don't swing by the #dreamwidth-support IRC channel (chat.freenode.net I AM JUST SAYING GUYS), you probably don't know that I am currently offering AAB (Approvable Answer Bounty) on every approvable answer submitted between now and... hm, maybe next Thursday, the 15th? That sounds like a nice span of time to me, so let's make it that.

THE ROOLZ:
- To be eligible for the bounty, you must submit an approvable answer on ANY open request between the time you read this and 11:59pm Hawaii time on Wednesday, 15 July 2010.
- The bounty shall be no less than 5 points per approvable answer, with the possibility for more for exceptionally elegant answers or extra complicated requests.
- The determination of approvability will be by me. If there is any question, it will be forwarded to the Triumvirate for further discussion.
- To redeem your points, you must PM me, zarhooie, with the URLs to the requests you answered. If you do not do this, you will not get any points. PMs to other SupportHelps (Dom and Chemla) will not count towards your final URL count.
- All sales are final.
- You can leave answers on requests that don't have any answers or requests that have screeneds.
- If you don't know the answer, but have a reasonable guess, please leave an answer with your guess. It is possible you may be right. If you have any reasonable suspicions, but aren't sure enough to leave an answer, leave an IC. I am not promising, but URLs with ICs on them may also get points.

I really want to get the board degreened, so let's work together to make that happen!

<3 <3 <3,
Kat
Dreamwidth SupportHelp

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Sun, 20 Jun 2010 21:53:05 GMT

Hi all, just a note to let you know that zarhooie and chemicallace are both more or less offline right now (for probably another week or so for Kat, and until early July for Chemla).

If you need something, or you've got questions about things, come to me! I accept PMs and email (domtheknight at gmail), and when I'm online I'm domtheknight for IRC and AIM as well.

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fyi: updated faq!

Wed, 12 May 2010 22:22:40 GMT

FAQ 179, the one about overflow display problems in Firefox on Windows, has been updated to reflect the fact that in the most recent version of Firefox, this issue no longer occurs. If users are unable to upgrade their browser, they might still have problems.

Also, this is good time to say that if you notice other Issues FAQs which are out of date, please let us know!

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Replication Help: Filtering Inbox Comments to An Entry Doesn't Work

Wed, 12 May 2010 19:57:33 GMT

http://www.dreamwidth.org/support/see_request?id=6211

We're having trouble reproducing this user's problem, where filtering to comments from an entry in the inbox returns "No Messages". This only recently stopped working for them, but we haven't heard from anyone else with the problem or been able to reproduce it.

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