Webmaster (Support Category)
From SupportWiki
This category holds requests relating to LiveJournal users who have died, reports of security exploits, and issues regarding a user's ability to access the site. (And a couple other random things, too.) Access to this category is restricted to LiveJournal staff.
This is a quick guide to how to handle different types of requests. There are stock answers for nearly everything you'll need; if there isn't a stock answer for it, it most likely doesn't belong in Webmaster.
Contents |
Spam
The majority of Webmaster's incoming request volume is spam. Just punt it over to xx-spam. This includes:
- Regular spam
- Automated emails (autoresponders, address change notifications, vacation, whitelisting)
- People responding to an email thinking they need to give us their password
- People responding to validation email thinking it validates them
- People just hitting "reply" and not saying anything
Site Access Problems
- 500 Internal Server Error, can't reproduce: stock answer
- 500 Internal Server Error, can reproduce: move to Web
- 403 Bot Blocked, no IP address: stock answer
- 403 Bot Blocked, with IP address: tag as [bot], leave for staff
- Can't access site (but not told that they're a bot): stock answer.
Deceased Users
- Reporting deceased user, not family: stock answer
- Asking to see if we can find them: stock answer (or modified stock answer)
- Asking to see if we can post an entry in their journal: stock answer
- Asking if we can give them access to the account: modified stock answer
- Family, reporting deceased user: tag [mem], leave for staff
- Other unusual circumstances: tag [mem], leave for staff
Replies
- Intended to contact community maintainer: stock answer
- Intended to contact another user: stock answer
- I didn't create this account: stock answer
Security Holes
- Login swapped with another user: stock answer
- Login swapped with another user, using Google Web Accelerator: stock answer
- Security holes: Escalate to staff
Other Stuff
- Requests for employee contact: Move to Feedback
- Privacy concerns (since privacy@livejournal.com goes to Webmaster): Move to Abuse
- Everything else: Move to the proper Support category (or support@)
