Question about the volunteer tech support system

[refno619012]

Hi again,

I have a question (well, more like questionS) about how the volunteer tech support system is run. I decided to try to answer a few of the problems posted on the tech support board in exchange for points for extra icon spaces. 

For anyone who's never tried to answer the problems, this is the message posted at the bottom of each report ticket:

"Dreamwidth Support is an open-source project run by a community of volunteers. If you think you know the answer to this question, you're welcome to submit an answer in the box below. Your answer will be screened and evaluated by senior support volunteers for content. If your answer is first and correct, it will be sent to the person who submitted the question."

I was the first to post an answer to one issue.  I was polite in my answer and gave the person a specific suggestion that would help us better diagnose her problem.

I checked the board last night to find that someone else had also answered the question and gave the person the same suggestion that I did.  And upon logging out of DW, I noticed my answer did not appear (and thus had not been approved) even though I had posted it first and had given the same suggestion as this other person whose answer did appear and was approved) did.

So my question is, why was this?  I did nothing NOT to merit having my answer posted...my answer/suggestion was apparently correct, as indicated by the other person's answer/suggestion...I was polite...so what gives?

Comments

[misskat]

It is possible to see if there's an unapproved answer on a request, but you need to be granted a certain priv to do so. Anyone who is interested in Support is able to request this priv, and it's given out pretty freely. I'll go ahead and give it to you since you sound like you might be interested!

I can see how it may seem like a waste of time, and believe me, I've been frustrated like that too! That's why we give the priv out to pretty much anyone who asks. You have to ask, though-- giving it to all users would defeat the purpose.

[februaryfour]

Oh, hey, thanks! ♥ I wandered in to support to look (and tried my hand out at one question), but I am decidedly un-techie when it comes down to anything beyond conjecture. It is fun reading about things that go wrong, though, and how/why they happen!

[misskat]

We can always use people to try and replicate issues! If you see that someone is reporting a thing, and you are able to replicate that thing, leave an internal comment (which you can do now) saying what steps you took to replicate. Similarly, if you can't replicate, then say so!

You might want to check out dw_support_training.

[liv]

You're probably on this one already, but could you also grant supportviewscreened to refno619012, the OP?

[misskat]

Already done! Just call me Quick Priv McGive!