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Podpora / Školení
Nový výpočet bodů
Tým hodnocení softwaru (Software Assessment Team) připravuje zavést "Nový výpočet bodů". Zavedením bude ovlivněna i Podpora:<<BR>>[[http://wiki.cacert.org/FAQ/NewPointsCount||Časté otázky (FAQ) pro Nový výpočet bodů]].
Během testovacího období se ukázalo, že některé účty nevykazují správný počet bodů, protože roku 2006 došlo k významné změně v databázi. Před datem 2006-09-01 byly do sloupce údajů "body" [points] zapisovány pouze počítané body. Dne 2006-09-01 byl přidán nový sloupec dat "ocenění" [awards], kam jsou ukládány přidělené body, kdežto do sloupce údajů "body" se ukládají započítané body. Počáteční hodnota ve sloupci "ocenění" v existujících již naplněných databázích byla nastavena na 0 bodů.
Příklad - před 2006-09-01
Alice měla na účtu 90 bodů. Zaručením získala 35 bodů, takže do sloupce "body" bylo přidáno 10 bodů a zbývajících 25 se ztratilo. [Protože strop byl 100 bodů.]
Příklad - od 2006-09-01
Bob měl na účtu 90 bodů. Zaručením získal 35 bodů, takže do sloupce "body" se přičte 10 bodů a do sloupce "ocenění" 35 bodů. Nyní lze tedy bez problémů provést novou kalkulaci.
Více příkladů najdete na stránce https://wiki.cacert.org/Support/Handbook/NewPointsCalculation/grafix.
Kvůli odvolání bodů Thawte může počet bodů zaručovatele klesnout pod hranici 100 bodů. Má-li ve skutečnosti dostatek bodů od jiných zaručovatelů, ale tyto body získal před rokem 2006, mohou se při nové kalkulaci ztratit, jak vidno výše. Má-li zaručovatel na účtu řádky, kde je ve sloupci "body" 0 bodů, sloupec "ocenění" má také 0 bodů a datum předchází 2006-09-01, bude záznam ve výpisu bodů zvýrazněn. V takovém případě mohou zaručovaný a zaručovatel požádat Podporu o zrušení takových zvýrazněných zaručení a požádat původního zaručovatele o nový zápis [již kdysi provedeného] zaručení.
Postup byl stanoven případem arbitráže a20111001.1.
Postup týmu Podpory
- Zaručovatel nebo zaručovaný, který objeví zvýrazněný záznam, pošle e-mail na podporu, aby zrušila zaručení.
- Tým třídění (triage) přesune tyto požadavky do fronty SE "New Points Calculation" (Nový výpočet bodů).
- když o zrušení žádá zaručovatel, pokračujte bodem 3
- když o zrušení žádá zaručovaný,
- SE pošle e-mail zaručovateli a požádá ho o nové zadání zaručení.
- Odpoví-li zaručovatel, pokračovat bodem 3, jinak konec.
- SE pošle e-mail původnímu zaručovateli a požádá ho, aby znovu zadal údaje o zaručení.
- SE zruší stará zaručení.
- SE informuje zaručovaného o tomto odstranění.
- SE uzavře lístek.
- Původní zaručovatel znovu vloží údaje do systému.
Šablony e-mailů
A.1 E-mail zaručovaného na Podporu
Hi Support, I noticed that the following assurances that I received prior to February 2006 show 0 points. ID, Date of Assurance, When entered, Email, Assurer Name, Points, Location, Method xxx, 2005-xx-yy, 2005-xx-yy, email address, name, points, town, Face to Face Please start the "Reissuing Points Routine after the New Point calculation" Best Regards Assuree name CARS Please sign your request with the CARS-Statement (http://wiki.cacert.org/CARS).
A.2 E-mail zaručovatele na Podporu
Zaručovatel laskavě zkontroluje, že má formuláře CAP případů, které ohlašujete a na Vaši výzvu z nich poskytne e-mailové adresy.
Hi Support, I noticed that the following assurances that I gave prior to February 2006 show 0 points. ID, Date of Assurance, When entered, Email, Assuree Name, Points, Location, Method xxx, 2005-xx-yy, 2005-xx-yy, email, name, points, town, Face to Face Please start the "Reissuing Points Routine after the New Point calculation". I will enter the assurances again as soon as I am informed about the revocation. Best Regards Assurer name CARS Please sign your request with the CARS-Statement (http://wiki.cacert.org/CARS).
B E-mail od Podpory zaručovanému
Hi assuree name, Support has reached the request to start the "Reissuing Points Routine after the New Point calculation" [1] after precedent case a20111001.1 [2] for the following assurances by you / by assurer name ID, Date of Assurance, When entered, Email, Assurer Name, Points, Location, Method xxx, 2005-xx-yy, 2005-xx-yy, email address, name, points, town, Face to Face I am going to revoke these assurance/s and asked the original assurer/s of the above assurance/s to enter the assurances with the original data again. [1] https://wiki.cacert.org/Support/Handbook/NewPointsCalculation [2] https://wiki.cacert.org/Arbitrations/a20111001.1. BR Support
B. E-mail od Podpory zaručovanému (rozšířený)
Hi assuree name, Support has reached the request to start the "Reissuing Points Routine after the New Point calculation" [1] after precedent case a20111001.1 [2] for the following assurances by you / by assurer name ID, Date of Assurance, When entered, Email, Assurer Name, Points, Location, Method xxx, 2005-xx-yy, 2005-xx-yy, email address, name, points, town, Face to Face I am going to revoke these assurance/s and asked the original assurer/s of the above assurance/s to enter the assurances with the original data again. Looking up your account I found you gave and got a lot more assurances for which the above conditions apply too. If you want these assurances fixed as well, write an according mail to Support. Please sign your request with the CARS-Statement. [3] [1] https://wiki.cacert.org/Support/Handbook/NewPointsCalculation [2] https://wiki.cacert.org/Arbitrations/a20111001.1. [3] http://wiki.cacert.org/CARS BR Support
C.1 E-mail od Podpory zaručovanému v případě, že měl dotaz
Hi assurer name, Support has reached the request to start the "Reissuing Points Routine after the New Point calculation" [1] after precedent case a20111001.1 [2] for the following assurances you gave ID, Date of Assurance, When entered, Email, Assuree Name, Points, Location, Method xxx, 2005-xx-yy, 2005-xx-yy, email, name, points, town, Face to Face I want to revoke these assurance/s and need to know if you are able to reenter the assurance/s under the following conditions. There might be one of the 2 following potential scenarios valid. Please walk through both cases top down until it is your case and send me the result: 1. The email address given above is the actual primary email address of the assuree/s. This/These might be different from the one on your CAP-form as the email address might be changed or does no longer exist. If the primary address is not the same as on your CAP-form see below how proceed. Otherwise tell me that you can enter the assurance without any problems as soon as it is revoked. 2. If the email address on the CAP-form does not match the assurance primary email given above, send to the mail address that is on your CAP-form with your answer. Please sign your request with the CARS-Statement. [3] [1] https://wiki.cacert.org/Support/Handbook/NewPointsCalculation [2] https://wiki.cacert.org/Arbitrations/a20111001.1. [3] http://wiki.cacert.org/CARS BR Support
C.1a E-mail od Podpory zaručovanému v případě, že měl dotaz (rozšířený)
Hi assurer name, Support has reached the request to start the "Reissuing Points Routine after the New Point calculation" [1] after precedent case a20111001.1 [2] for the following assurances you gave ID, Date of Assurance, When entered, Email, Assuree Name, Points, Location, Method xxx, 2005-xx-yy, 2005-xx-yy, email, name, points, town, Face to Face I want to revoke these assurance/s and need to know if you are able to reenter the assurance/s under the following conditions. There might be one of the 2 following potential scenarios valid. Please walk through both cases top down until it is your case and send me the result: 1. The email address given above is the actual primary email address of the assuree/s. This/These might be different from the one on your CAP-form as the email address might be changed or does no longer exist. If the primary address is not the same as on your CAP-form see below how proceed. Otherwise send me that you can enter the assurance without any problems as soon as it is revoked. 2. If the email address on the CAP-form does not match the assurance primary email given above, send to the mail address that is on your CAP-form with your answer. Looking up your account I found you gave and got a lot more assurances for which the above conditions apply too. If you want these assurances fixed as well, write an according mail to Support. Please sign your request with the CARS-Statement. [3] [1] https://wiki.cacert.org/Support/Handbook/NewPointsCalculation [2] https://wiki.cacert.org/Arbitrations/a20111001.1. [3] http://wiki.cacert.org/CARS BR Support
C.2 Mail od Podpory zaručovateli po odstranění zvýrazněných záznamů o zaručení
Hi assurer name,
Support has reached the request to start the "Reissuing Points Routine after the New Point calculation" for the following assurances. This is done according to the precedent arbitration case a20111101.1 https://wiki.cacert.org/Arbitrations/a20111001.1.
Following the rules I revoked the following assurance/s that you gave
ID, Date of Assurance, When entered, Email, Assuree Name, Points, Location, Method
xxx, 2005-xx-yy, 2005-xx-yy, email, name, points, town, Face to Face
Please make sure that you obey the following instructions:
1. Make sure that you use this primary address adress@domain.tld for
the assurance
2. Check if the data given from the database are the same as on the
CAP-Form, name and DoB. If not, please stop the process and inform
support about it.
3. Enter the assurances date that is given on your CAP-Form
4. Enter the points that you granted originally. You are not allowed to
raise or lower the points.
5. Please enter the following information into the location field:
- "RE:"
- old location
- add comma separated
a. [support ticket number]
b. old notary id
as example if Sydney was the original location the new entry should
look like:
RE: Sydney, [s20110101.1], 123456
6. Leave the checkbox note below empty
"I have read and understood the Assurance Policy and the Assurance
Handbook and am making this Assurance subject to and in compliance
with the policy and handbook."
if
- the assurance date is before 2009-02-05 and the assurance was
made under the "old pre-AP CAcert rules"
- if you are prompted for with a textbox to go on please enter
into the textbox:
"Repair of pre AP assurance"
7. Please document the reassurance on the CAP form (maybe back side)
with your own words.
You need to put down the following:
- date
- ticket id
- old notary id
- new notary id
- arbitration number a20111001.1
- primary email address used in re-apply the assurance
if there is a mismatch between original primary email address and
current primary email address, mark the exception as a20111001.1
ruling and new primary email address received by Support
Please report to support your execution
BR
Support
Riziko
Během zapisování procedury jsem narazil na problém, co dělat, když už původní primární adresa neexistuje. Potom už zaručení nebudou odpovídat bodům AP. Řešení je uvedeno výše: přidat ID původního zaručení za údaj o městě [místě zaručení].