Changes between Version 6 and Version 7 of KiT×2013


Ignore:
Timestamp:
Nov 7, 2012, 11:02:42 PM (8 years ago)
Author:
Daniel Kahn Gillmor
Comment:

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  • KiT×2013

    v6 v7  
    66Our shorthand for "A KibiTicket by 2013" is '''KiT×2013'''.
    77
    8 == status and timeline ==
     8== Status and Timeline ==
    99
    1010We started with about 1850 tickets in a new/assigned state on November 3rd.  With 59 days until the calendar year ends, this requires us to close on average  14 tickets per day -- all while continuing to deal promptly and effectively with incoming tickets.
     
    4343== Best Practices ==
    4444
     45=== Look up the Member and the Relevant Service ===
     46
     47Some tickets are about problems for a specific member, with a specific service.  If you have admin access to the control panel, a [https://members.mayfirst.org/cp/index.php?area=top&service_id=22 quick search there] for the member's ID (the part after the `https://id.mayfirst.org/`) or for the domain name in question can shed some light on the status of the account, the e-mail address, the web site, or whatever.  You can find their primary host server there, too.
     48
     49Depending on what the problem report is, you might try connecting to the primary host server via ssh, looking up the domain name via `whois`, investigating their DNS with `dig` or `host`, or snooping around more in the control panel.  If these lookups are fruitful, you might including a concise summary of what you found in your comment.  If they're not fruitful, you might also mention what you tried so that someone looking at the ticket after you can benefit from your work.
     50
    4551=== Acknowledge and Apologize for Abandoned Tickets ===
    4652