Trouble Ticket Policy for Site Admins?

[Arshes Nei]

I'd just like to know when this policy will be going into effect?
As I stated before I was going to be more public on this issue starting February.
It is not fair to staff members whose primary function is to handle site matters to be taking the brunt of those not answering Trouble Tickets.

Even though it may be hypocritical to bring up this issue as I have been less active of late, I don't want to see the people I worked hard to train or bring up the ladder because I believe they wanted to help out be burned out by a matter that has been going on for far too long.

I still see the same names currently answering tickets to the ratio of idle admins that aren't.

Please note this isn't hate towards them because in the past they were doing their work, but there isn't some seniority here that everyone gets to slack off for years and not answer Trouble Tickets and the amount of TTs are increasing.

Thank You

 

[Smelge]

Uh, did you mean to post this in the admin forum?

 

[LizardKing]

This sounds jolly interesting

 

[Xaerun]

Saved it
(moved, sorry if that was presumptuous of me)

 

[Arshes Nei]

No this was meant for the public since it was announced publicly on Livejournal we'd have a policy.

 

[redfoxnudetoons]

FINALLY. Someone on FA Staff saying the SAME EXACT THING THAT I WAS BANNED FOR SAYING.

Now that it's staff that's saying it and not just me, Dragoneer, banning me AGAIN will only prove my point:

That all of your posts in January were lip service, and nothing will change. AGAIN.

It's the same crap you've been pulling since your takeover of FA.

 

[Arshes Nei]

To be fair, a lot has changed for the better since the changeover. However, I just want to know because I remember the post saying it on LJ and I keep hearing about it. It's just too long and that's not fair. So before the mudslinging of how BAD he is, maybe people should remember how much WORSE it was before he took over. I just don't want the stagnation.

 

[Ratte]

I feel bad for not being able to do much about TT's lately, since it's either been school or sleep. Gonna try to hit those back up this weekend. Hopefully I won't be all giggly and stupid like today. I hate getting adjusted to meds.

Sorry for not being able to do it, dudes/dudettes. :[

 

[redfoxnudetoons]

To be fair, a lot has changed for the better since the changeover. However, I just want to know because I remember the post saying it on LJ and I keep hearing about it. It's just too long and that's not fair. So before the mudslinging of how BAD he is, maybe people should remember how much WORSE it was before he took over. I just don't want the stagnation.

Staff's treatment of us users sure has NOT improved. Unless you asspat staff, and NEVER question ANYTHING.

Not to mention that 'Neer FLAT OUT LIED when he banned me last time, stating that he did not know about the problem, WHEN I'VE BEEN BRINGING IT UP TO HIM FOR 2 YEARS.

It's also worth mentioning that the thread in which he lied to everyone as he banned me seems to be conveniently missing.

Most likely to cover up the fact that if anyone searched my posts, they'd see that I've been brining this problem up for 2 years, and he DID INDEED know about it, because he told me and I quote: "there is nothing wrong with the Trouble Ticket system, stop being impatient." as a reply to TTs for HARASSMENT that remained untouched for over HALF A YEAR.

'Neer lied then, Lied when he banned me, and lied when he said he was going to make staff more accountable and get more staff to do their DUTY AS FA STAFF.

As I've said before, Staff need to learn that being a staff member is more than getting to abuse your status. You actually have to pull your weight. If you cannot HELP FA BE A BETTER PLACE AND INSIST ON ABUSING YOUR POWERS, you should step down. You know who you are. And you know that your behaviors are unacceptable, yet you pull the same crap time after time. But Those who are the problem will never step down willingly, and that's the problem.

If you insist on being FA staff: PULL YOUR WEIGHT AND DO THE WORK INSTEAD OF ONLY ENJOYING YOUR POWER.

Banning those who question staff will not silence us. It just makes you look more like asshats.

 

[Diocletian]

I have 2 open trouble tickets: 26 and 20 days with no answer respectively. I asked one administrator if they could handle these and they flat-out refused. I have had some trouble tickets answered and it was the same few admins doing them every time; I have no complaint with their handling of things, but I fear that in the long term they may end up burnt out or disheartened.

Some admins now state that they will not handle an issue but that it be through trouble tickets and this may leave people in a catch 22 where they cannot get their trouble ticket answered and nor can they get an admin to answer the TT's by contacting them (as my experience was).

I have seen suggestions to take on more admins to deal with the trouble tickets, but surely there are enough staff already(?): it's getting them working which is the issue. That comes back to a trouble ticket policy.

I would like to know if/when there will be a policy for requiring staff, as appropriate to their role, to answer trouble tickets. This will share them more equally and stop them piling up: a concrete date for this policy would be just the thing to inspire confidence in the trouble ticket situation being resolved, I think.

Also: is it official FA site policy that all issues which can be handled via trouble tickets be handled via trouble tickets? I think it makes perfect sense, but it ought to be stated somewhere prominent and the trouble tickets ought to be made more accessible I think, plus the aforementioned issues with them piling up.

 

[redfoxnudetoons]

I have 2 open trouble tickets: 26 and 20 days with no answer respectively. I asked one administrator if they could handle these and they flat-out refused. I have had some trouble tickets answered and it was the same few admins doing all the work and I have no complaint which how they did it, but I fear that in the long term they may end up burnt out or disheartened.

Some admins now state that they will not handle an issue but that it be through trouble tickets and this may leave people in a catch 22 where they cannot get their trouble ticket answered and nor can they get an admin to answer them (as my experience was).

THIS IS EXACTLY WHAT I HAVE DEALT WITH, WITH TICKETS EXCEEDING SIX MONTHS.

The only reason why they still are not open is because the user was permabanned for a completely separate reason.

Otherwise, the TTs would STILL be open.

 

[Arshes Nei]

Some admins now state that they will not handle an issue but that it be through trouble tickets and this may leave people in a catch 22 where they cannot get their trouble ticket answered and nor can they get an admin to answer them (as my experience was).

Also: is it official FA site policy that all issues which can be handled via trouble tickets be handled via trouble tickets? I think it makes perfect sense, but it ought to be stated somewhere prominent and the trouble tickets ought to be made more accessible I think, plus the aforementioned issues with them piling up.

I have stated I will not answer notes and to file a TT, this is because I do not want to handle it through notes as it lacks transparency with admin actions. Though admins can see notes that were "direct url" (not some notes lookup) it lacks the process the TT system has and features that should eventually included. Some handlings do need staff to review things over, so this is why I have stated to file TTs.

I also don't really like reading notes on FA because people have a problem and there was a problem in the past with broken quotes. Things would get muddied up and confusing. There's also user error making some quotes impossible to read. In addition it causes confusion because people are getting PMed and stepping on toes instead of one central place for tickets to be viewed.

It should be FA policy and prominently stated as well.

Ratte, you are not so much the problem as there have been staff members on board for years now not handling them. People taking breaks is fine. Sitting around with a status and not answering TTs for excessively long periods of time is not acceptable. That's the burden I'm referring to.

redfoxnudetunes, can I say that your approach isn't the best one. The reason is there is a lot of "Woe is me" and mudslinging at this time.

 

[Ratte]

Ratte, you are not so much the problem as there have been staff members on board for years now not handling them. People taking breaks is fine. Sitting around with a status and not answering TTs for excessively long periods of time is not acceptable. That's the burden I'm referring to.

Christ, that's a tad excessive.

 

[redfoxnudetoons]

Sitting around with a status and not answering TTs for excessively long periods of time is not acceptable. That's the burden I'm referring to.

Something that I have brought up quite a few times in the past.

redfoxtunes, can I say that your approach isn't the best one. The reason is there is a lot of "Woe is me" and mudslinging at this time.

I have been BANNED TWICE for bringing up valid questions on this subject.

It's not "woe is me."

It's being tired of 'Neer banning people, or Carenath trying to keep certain users from posting without showing up as a ban, when questioning the lies and half-answers and excuses while NOTHING GETS WORKED ON.

Christ, that's a tad excessive.

And THAT'S the reason why I'm pissed off with much of FA staff's actions.

Nothing.
Gets.
Done.

Just lies, excuses and abuse of power.

 

[Arshes Nei]

It's not because you brought up the subject it's how you're responding.

 

[redfoxnudetoons]

It's not because you brought up the subject it's how you're responding.

No, I was indeed banned for bringing it up. I'd link the thread to you, but it's missing. Either hidden by 'Neer, or just hard deleted.

I typed practically the exact words you did. then I got banned for bringing it up, in the proper thread, as "severe thread derailment." I was banned because 'Neer didn't want to answer to the fact that he's lying.

So, sorry if I am responding a little strong. But I'm tired of the bull from certain staff members who refuse to make FA a better place, and constantly cause us users problems, abuse their status and KNOWINGLY break rules, and not pull their share of the work.

 

[Arshes Nei]

Quit making this topic about you so I can actually get something done, you're derailing it.

 

[redfoxnudetoons]

so I can actually get something done.

Good luck with that. It's been a problem for over 2 years, and 'Neer REFUSES to do anything about it.

 

[Verin Asper]

after a month, I close the TT myself as really it seems to be pointless after then(usually someone else got there first and theirs got done or user did the fix themselves), I think only one reached 3 months so I'll probably bump it up to that. you guys are doing what you can, but yea, you really need to know whats the policy is unless its like most things on FA "we are working on it" thus we switch to Valve time...so I'll expect a policy in 11 years? :V

 

[Cyanide_tiger]

I've only ever had to file one TT, and I couldn't tell you how long it took for a response because I honestly forgot I had filed it after the problem ended up fixing itself after a bit. But, to propose a constructive idea as a possible solution, perhaps the admins and staff should be assigned a monthly quota of some sort with repercussions given for those that choose not to meet it, and exceptions for leave-of-absence, and hectic times like school and whatnot. That way you can set a number higher than those that are coming in and help mill down the pile so that things don't go unanswered for months, or even weeks, at a time. If you don't see this as being pheasible though, no hard feelings here.. just trying to help out.

 

[quoting_mungo]

Thank you, Arshes. What you say there is exactly why I proposed a public stat page like what Yiffstar used to have over submissions in the moderation queue.

On a related side-note, there's at least two promised policy documents that users are still waiting for; the mentioned admin code of conduct and the expanded policy on the underage porn rules.

 

[Fay V]

Is there a certain kind of TT that takes so long? Most of the TTs I send are tracing or other art stealing issues and it takes a matter of days.

 

[Arshes Nei]

Is there a certain kind of TT that takes so long? Most of the TTs I send are tracing or other art stealing issues and it takes a matter of days.

Policy change ones are harder when they need clarification. I remember quite a few SL (Second Life) tickets sitting for a long time.
Other reasons a ticket may take too long

1. Interface issue. The way tickets set up are harder to track sometimes which ones to work on.
2. User issue. If users are sending problems that are vague or hard to understand they are less likely to be answered.
3. Multiple reports on the same issue. Sometimes a decision was made but wasn't in their favor but the ticket wasn't closed - but other reports of a similar nature were.

 

[LizardKing]

How are the tickets actually assigned anyway?

Looking at some of the ones I've submitted, it seems like each person has their own queue that tickets get randomly assigned to, rather than a single queue that everyone works on.

I say that because most of mine have been done fairly quickly, except 2 that took two months, that were then dealt with by the same person. They were just as simple and straightforward as the others. Tickets dealt with by other people were fine. Seems an unlikely coincidence.

 

[Volkodav]

I'm on another site and they have what is called an "Issue Hub". It's just like the trouble ticket system but the user can choose whether or not they want their issue to be public or private.
Public TT's would be beneficial so people can look through and see if someone has already reported what they reported, and it would cut down on the amount of TT's

But then again that's just madness and would never ever be implemented on FA.
Remember back in November? The uhmmmmm ... "Cub Porn Ban"? When's that ever gonna be put into place?