This document is a work in progress, with updates until all 20 questions are answered.
There is a new initiative for a global WordPress contributor drive every fourth weekend of the month.
This month is a Support month. Participants are encouraged to answer 20 support questions.
It’s been awhile since I’ve done support, but as I’m one of the co-organizers for the WordPressDC meet up, I thought it would be good to document my support process.
Every contributor weekend will have a different theme and I hope to host a local event at different times and locations around the DC area.
- Start with a warm welcome, move to a rewording of the issue, close with a call to action.
- A lot of people are responding. Write your response, but then refresh the page first before submitting. Write and store all responses outside of the browser so you don’t lose them.
- The Lazarus extension can help recover lost form submissions.
Getting Set Up
Setting up the tech
I use vvv for my local dev environment and will be using the ‘support.dev’ local hostname for all troubleshooting. This will be a clean and up to date WordPress install where I will try to recreate all issues described in the tickets.
Here I create a new local site, making sure to turn on WP_DEBUG and WP_DEBUG_LOG, but the other default settings are fine.
Once installed, I ssh into the VM and move to the main directory. I need to ssh into the machine as I don’t have wp-cli installed locally, just on the VM.
The vv utility will create a new WordPress 4.4.1 site with TwentySixteen and a username and password.
Setting up Slack and WordPress.org
Login to WordPress.org and go to the page with no replies.
I’m sitting on page 16 of the no replies list. It is near the end, but upstream a bit so not to cause overlap with other supporters.
1 – CSS login
2 – Dynamic URL routing
3 – Log out problems after migration
4 – Slow posts and category pages
5 – Inventory as posts with different states
6 – Membership video or timeclock or something
7 – Conditionally showing menu categories based on current page
8 – Goofy 404 in WP Admin
9 – Can’t upload media
10 – No longer autofinding users