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Support / Training
New Points Calculation
As the Software Assessment Team is going to roll out the "New Point Calculation", Supports will be effected by the roll-out. http://wiki.cacert.org/FAQ/NewPointsCount
During the testing period it turned out that some accounts will not show the correct points as there was a significant database change in 2006. Prior to 2006-09-01 only the points that were counted were placed in the data column "points". On 2006-09-01 a new data column "awarded" was added where the points granted where stored, while in the data column "points" the points counted are stored. During the introduction the values for existing datasets were put to 0 points for the data column "awarded".
Example prior to 2006-09-01
Alice had 90 points in her account. With an assurance she got 35 points, so in the data column "points" 10 points were inserted while the remaining 25 points got lost.
Example starting 2006-09-01
Bob had 90 points in his account. With an assurance he got 35 points, so in the data column "points" 10 points were inserted and in the data column "awarded" 35 points were entered. So now a new calculation can be done without any problems.
Some more examples can be found at https://wiki.cacert.org/Support/Handbook/NewPointsCalculation/grafix
Due to the revocation of Thawte points, an assurer might drop below the 100 points limit. If he actually got enough points by other assurers but, as these points were granted prior to 2006, they might get lost with the new calculation as described above. If an assurer in his account has data lines where the data column "points" has 0 points, the data column "awarded" has 0 points too and the date is prior to 2006-09-01, the data record will be highlighted in the points listings. In this case the assuree and the assurer can ask support to revoke these highlighted assurances and ask the original assurer to enter the assurances again.
The process was developed through the Arbitration case a20111001.1
Support procedure
- Assurer or assuree that finds highlighted data records sends a mail to support to revoke the assurances.
- Triage moves these requests to SE queue "New Points Calculation"
- if assurer ask for revoke, continue with top 3
- if assuree ask for revoke,
- SE sends a mail to assurer to ask if he can reenter the assurance
- If assurer answers, continue with top 3, otherwise stop
- SE sends mail to original assurer and ask to enter the data of the assurances once more.
- SE revokes the old assurances.
- SE informs assuree about the revocation.
- SE closes ticket
- Original Assurer enters the data again.
Templates for mails
A.1 Mail from Assuree to Support
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 Mail from Assurer to Support
Assurer please check that you have the CAP-forms of the cases you report and put the email address from the CAP forms into your request.
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 Mail from Support to Assuree
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.a Mail from Support to Assuree (extended)
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 Mail from Support to Assurer case Assuree asks
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 Mail from Support to Assurer case Assuree asks (extended)
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 from Support to Assurer after revocation of assurances
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
Risk
While writing down the procedure I came upon the problem what to do if the original primary address is not existing any more. The assurances will then not be AP conform anymore. A solution is given above to add the ID of the original assurance in after the town information.