Support Meeting on 16 Mar 2011

Place and time

Time 18:30 UTC (19:30 CET) as telco

New team member Fabian
Marcus is now SE
Progress on the items of last meeting
New and changed Precedent cases
Online-test for TRIAGE members. The test will be implemented on the same system that is CATS on.

New team member Fabian
- Good start (though also had a misplaced ticket leading to an Arbitration), guided by Marcus
Marcus is now SE
- Good start but documentation could be improved

OTRS bug is still not fixed
No progress on Arbitration documentation (although Precedent cases at least contains a list of relevant cases)
Arbitration seems much more responsive lately
Arbitrations/a20100210.2
- Wolfgang: only applicable in 30% of the cases. Main hindrance section b). Maybe extend to 2-3 weeks after big events
- Michael: Fix that shows date when Assurance was entered (vs. when the meeting took place) still not applied
- Michael: Maybe show/email a reminder to the Assurer after entering a Assurance that he has to mail to support@c.o as soon as possible if he made an error (ideally within 24 hours)
Team leadership
- Joost: Has some time available in the next few weeks. Michael and Joost will talk about the handover.

Wolfgang(?): "Maybe it would be good if we could exchange phone numbers and the like so we can call each other."
Team members exchanged phone numbers via IRC

Marcus: Online-test for TRIAGE members. The test will be implemented on the same system that CATS is on. It is based on real life cases that have been sanitized

Michael: Currently Support is going well but last year we had times where it took more than 14 days to get a response. The problem seems to be that people get tired. How can we work against that?
Stefan: Sometimes I need a reminder to do something for Support
Michael: Would shifts help to sort out that problem?
General: No
- We do not know in advance when there's time available
- We can't allocate too much time for CAcert (Jobs, Studying, Life in general)

Fabian & Stefan: There's a pretty decent amount of spam. Can we use filters to deal with it?
Michael: If we can make sure there are absolutely no false positives (e.g. mails always come from the same address and fulfil some other criteria) then we can do that but we can't have more fuzzy filters like Bayesian spam filters which are trained on good vs. bad mails because
- the user doesn't get notified if his mail is stuck in the spam filter so he can't act on that (e.g. use the form on the website)
- support@c.o is the official contact listed in some policies => it has to be available