Amend The Supportmin Pinging Policy
Posted: Wed Jan 05, 2022 12:45 am
There was an unfortunate incident today in regards to how @Supportmin pings were handled since we didn't receive any alerts through TGS since an admin was still connected to the server (albeit away from their computer due to other concerns). The primary issue I encountered with this scenario is that all I could utilize was my phone and wasn't near my computer to gather more information on the subject (via other tools). I thought about a bit, and I think that there may be a potential way to fix it for these edge issues.
Currently, Atlanta-Ned's pinned message has the following four points:
However, the #help-tickets channel in the /tg/station Discord has the following:
I feel that it would beneficial to amend this pinned message with an additional, fifth, point. It would read something like what follows, but can be changed/clarified:
"
If no admins are able to join the server, they will let you know and create a ticket in #help-tickets to figure out the issue to the best of their abilities".
There are a few wrinkles that I can foresee with this, but I believe a lot of the frustration in today's event was that the person pinging Supportmin could not divulge further information about the specific issue that they were having (without violating Rule Three), nor did that person (presumably) know that they could request a thread to be more descriptive and not feel left-out/that the admins were not doing anything. I feel that with more involved/in-depth communication, a faster and appropriate response can be established (especially when any descriptive AHELPs that could come through per Step
is otherwise blocked). This does cover a lot of seeming edge-cases and could result in an issue (e.g. Another admin saying "Oh, I can actually join right now!" after a help-ticket has already been made), but this is certainly something that could be workshopped a bit better.
Thank you for your time.
Currently, Atlanta-Ned's pinned message has the following four points:
However, the #help-tickets channel in the /tg/station Discord has the following:
I feel that it would beneficial to amend this pinned message with an additional, fifth, point. It would read something like what follows, but can be changed/clarified:
"
If no admins are able to join the server, they will let you know and create a ticket in #help-tickets to figure out the issue to the best of their abilities".There are a few wrinkles that I can foresee with this, but I believe a lot of the frustration in today's event was that the person pinging Supportmin could not divulge further information about the specific issue that they were having (without violating Rule Three), nor did that person (presumably) know that they could request a thread to be more descriptive and not feel left-out/that the admins were not doing anything. I feel that with more involved/in-depth communication, a faster and appropriate response can be established (especially when any descriptive AHELPs that could come through per Step
is otherwise blocked). This does cover a lot of seeming edge-cases and could result in an issue (e.g. Another admin saying "Oh, I can actually join right now!" after a help-ticket has already been made), but this is certainly something that could be workshopped a bit better.Thank you for your time.