What Goes Where
From SupportWiki
Last updated: 18:15, 15 January 2010 (UTC)
Version 3.11 replaces Version 2.0 (Oct 2007) - added Documentation and Community@, removed AbuseBots, removed an Abuse faqcat exception
To Abuse
- threats of suicide or anything that makes you think someone is in serious danger (and contact an abuse prevention team member immediately)
- any questions about why an account was suspended
- account break-ins or other security breaches (e.g., mysterious changes in account settings, comments appearing to be posted from account but not made by user, entries deleted)
- Exception: user suspects account break-in only because of an event that has a plausible technical explanation (e.g., receiving password reset email without requesting one, journal background disappearing) (=> Appropriate Public Category)
- requests for clarifications or interpretations of the Terms of Service, including all real and hypothetical scenarios about what is and is not permitted on LiveJournal
- complaints about inappropriate, offensive, objectionable, or illegal content (including userpics, entries, communities, etc.)
- questions or complaints about spam (e.g., spam comments, spam journals, spam sent to/from a @livejournal.com email alias) or commercial activity
- anything mentioning copyright violation, plagiarism, or other forms of unauthorized use (including entries, userpics, layouts, etc.); anything asking about copyright and what is and is not copyrightable; anything asking about how to pursue a copyright claim
- anything involving a conflict between two users: harassment, stalking, threats, libel, flame wars, invasion of privacy, people being jerks to each other
- anything involving a parent asking about the journal of his/her child
- anything involving unwanted syndicated accounts (i.e., content being syndicated on LiveJournal).
- Exception: request asking why content is being syndicated on LiveJournal or whether it can be removed (=> Syn)
- anything involving a missing community maintainer when there is mention of community abuse
- anything involving unwanted friending
- Exception: how do I remove myself from another user's Friends list (=> G/Unk)
- anything that needs a FAQ from the "Conflicts with Other Users" category
- Exception: FAQ #105 - How do I contact the Abuse Prevention Team?
- Exception: FAQ #197 - What are LiveJournal's policies regarding commercial activity, spam, and other forms of promotion? (Comms only.)
To AbuseLJ
- Do not move requests to this category unless you are on the Abuse Prevention Team.
To AbuseRU
- Do not move requests to this category unless you are on the Abuse Prevention Team.
To Account Payments
- reports of having paid and not received paid time or other purchased items
- reports of errors while attempting to make a payment or perform credit card age verification
- user did not receive gift certificates from Peanut Labs surveys
- user wants rename redirect broken or wants to rename back to old username, but needs redirect broken first
- friend-ofs were not cleared during rename
- anything requiring payment look-ups
- questions about transferring paid time or extra userpic time
- requests for refunds
- any other questions about payments or payment system (e.g., how it works, is it secure)
- Exception: Yandex Money or SUP's SMS payment method (=> SUP)
To Ad Feedback
- any feedback or complaints relating to the content or placement of ads, including ad language, ad targeting, pages where ads are displayed, etc.
- reports that ads are triggering malware filters (and escalate to staff member)
To Communities
- anything having to do with creating or maintaining a community, including:
- anything relating to community settings and community management
- membership settings for a community (open, moderated, closed)
- posting access settings for a community (anybody, all members, select members)
- banning a user from a community
- deleting an entry from a community
- setting a minimum future security level for community entries
- transferring maintainership of a community, or adding a co-maintainer
- using the "Work as User" menu
- converting a personal journal to a community
- converting a community to a personal journal
- hiding "Member of" list, or hiding a specific community from "Member of" list
- uses for a community password, including regaining maintainership to a community by using its password
- the question "How do I customize my community?" (all other questions about customizing community layout => Styles)
- keeping an entry at the top of a community
- posting in multiple journals without logging out of one account
- Exception: community userpics (=> Userpics)
- anything having to do with moderating a community, including:
- the difference between maintainers and moderators
- approving or rejecting entries
- anything relating to a community's moderation queue
- anything having to do with joining or participating in a community, including:
- finding a community
- joining and leaving a community
- the difference between joining and watching a community
- adding, removing, or filtering a community from Friends page
- posting an entry in a community
- cross-posting entries to multiple locations
- Exception: all locations are personal journals (=> Entries)
- editing entries in a community
- questions regarding a maintainer abandoning their community
- Exception: mention of abuse occurring in community (=> Abuse)
To community@
- Do not move requests to this category.
To Documentation
- Feedback about or requests for changes to site text on LiveJournal, including:
- Bugs in the FAQ system or the translation system, or with the display of site text
To Entries
- anything having to do with creating, posting, or formatting an entry, or adding specific entry content, including:
- anything related to the Post an Entry page, such as settings for a single entry that are set on the Post an Entry page or errors on the Post an Entry page
- setting entry metadata (mood, music, location)
- inserting images in entries
- Exception: inserting images using ScrapBook's interface rather than the Post an Entry page (=> ScrapBook)
- embedding videos or other media into entries
- creating or viewing lj-cuts, or any problems related to lj-cuts
- requests involving the formatting of entry text, including the use of HTML in entries, or problems formatting entry text
- requests about the auto-save feature, or about recovering lost entry data
- anything relating to the creation or use of polls, including any problems seeing or using polls
- requests regarding the use of or problems with auto-formatting
- anything related to the Rich Text Editor, such as how to use the RTE or any problems with the RTE
- encoding in entries, and problems relating to encoding in entries
- requests about using third-party clients to post entries
- Exception: clients designed specifically for mobile devices (=> Mobile)
- how to enable the "date out of order" setting on an entry, how to keep an entry at the top of a journal, or how to post an entry announcing that a journal is friends-only
- how to change the timestamp of an entry, entries displaying the incorrect time
- anything related to the viewing of entries, or the inability to view entries, including:
- how to view a certain subset of one's entries (e.g., tag view, view-by-security)
- entries not appearing where they are expected, or user being unable to view entries (on Friends pages, in other user's journals due to security settings, etc.)
- Friends page not updating as expected (e.g., due to cache, due to Friends page limits, due to DOOO)
- display problems on journal or Friends page due to broken HTML in an entry
- controlling entry security, including how to set a minimum security level for future entries, change the security level of past entries, or post an entry that is filtered to a custom friends group
- Exception: creating and managing custom friends groups => G/Unk
- importing entries from another journal
- exporting entries
- editing and deleting entries
- Exception: editing and deleting entries in communities (=> Comms)
- requests about lost or missing entries, or requests about how to find an entry in a journal
- Exception: lost or missing entries in communities, or how to find an entry in a community (=> Comms)
- questions about the limitations of entries (e.g., size limits, ability to upload documents or media in entries)
- adding tags to entries, or viewing entries by tag, including questions about the limitations of tag view
- anything on the Tag Management page => G/Unk
- anything related to posting comments, viewing comments, or managing comments, including:
- how to post or edit a comment
- how to format comment text, or how to include images or other media in comments
- how to (un)screen, (un)freeze, or delete a comment
- logging comment IP addresses
- managing comment settings, whether on a journal-wide or on a per-entry scale
- Exception: managing comments or comment settings in a community (=> Comms)
- errors relating to any of the above
- Exception: "Frank is nibbling on the wires" error message (=> Web)
To Feedback
- Users not needing technical assistance, but wanting to provide feedback about some aspect of LiveJournal
To General/Unknown
- creating a LiveJournal account, including username availability, password requirements, and the differences among account levels
- basic user education about LiveJournal
- changing Viewing Options settings (e.g., language settings, site scheme, graphic previews, contextual hover menu)
- lost passwords or usernames
- Exception: requests about the Hotmail restriction (=> support@)
- changing and validating email addresses
- requests about free renames for usernames beginning or ending with underscores
- anything relating to comment notification emails or event subscription notifications, including problems receiving emails from LiveJournal
- Exception: problems loading Manage Message Settings page or Inbox (=> Web)
- anything relating to the profile and customizing its appearance or content, including limitations on the interests list
- Exception: journal title and subtitle (=> Styles)
- anything relating to Friends list management, including adding Friends, removing Friends, display of Friends on profile, and creating and managing custom friends groups
- Exception: assigning Friends colors (=> Styles)
- Exception: using custom friends groups, or viewing entries filtered to custom friends groups => Entries
- updating Facebook when posting to LiveJournal
- creating and managing OpenID accounts, and using LiveJournal OpenID accounts on other sites
- Exception: posting comments to LiveJournal using OpenID accounts (=> Entries)
- anything relating to LJTalk
- anything relating to the memories feature
- anything relating to private messages, the @livejournal.com email alias, or communicating with LiveJournal users
- Exception: commenting (=> Entries)
- finding users or content on LiveJournal, including anything relating to the Directory Search, Explore LJ, or Spotlight
- content on LiveJournal appearing on search engines
- managing adult content options settings, and being unable to view content or use LiveJournal's features due to adult content settings or due to underage status
- creating and managing tags
- using tags => Entries
- creating custom mood themes
- errors in creating or saving custom mood themes => Web
- requests to opt into or opt out of Cyrillic Services, when written in English
- anything else relating to Cyrillic Services, even when written in English => Russian
- anything that falls outside of the scope of LiveJournal Support
- anything else that does not fit in any of the other categories
To Issue Investigation
- Do not move requests into this category unless you have explicit permission from a staff member, Support Administrator, or Issues SH. If you believe that a request belongs in Issues, contact an Issues SH or an Admin of the category where the request is currently located
To Mobile Features
- anything involving the use of a mobile device to access, browse, or post to LiveJournal
- Exception: clients installed on a mobile device but not specific to a mobile device (=> Entries)
- anything relating to voice posting
- anything relating to email posting
- anything relating to text messaging or TxtLJ
- the Mobile site scheme
- podcasting
- Note: LJTalk => G/Unk
To Russian Support
- any requests written in the Russian language
- Exception: requests that, if they were written in English, would go to Support@ or Webmaster (=> SUP)
- Exception: unless they require an immediate, time-sensitive response (e.g., a security concern) (=> Support@ or Webmaster, as appropriate)
- inquiries about Cyrillic Services, even if written in English
- Exception: requests to opt into or opt out of Cyrillic Services, when written in English (=> G/Unk)
To Schools Directory
- any questions about the schools directory
- any reports of errors in the listing of schools
To ScrapBook
- anything having to do with using, managing, or viewing ScrapBook, including:
- uploading images or videos to ScrapBook, or errors uploading files to ScrapBook; limitations on uploading files to ScrapBook (e.g., file type, size of files being uploaded)
- creating, managing, and using ScrapBook galleries and ScrapBook tag galleries
- editing or managing ScrapBook files, including managing image properties, editing images, selecting thumbnails, and deleting files
- anything to do with the security of ScrapBook images, including file and gallery security settings and and ScrapBook friends groups
- posting images from ScrapBook using ScrapBook's interface
- Exception: posting ScrapBook images from the Post an Entry page => Entries
- purchasing additional storage space for ScrapBook files, and what happens when the amount of storage space you have changes
- Exception: questions specifically about payment, or about refunding or transferring storage space (=> Accounts).
- problems logging into ScrapBook
- the interaction between renaming and ScrapBook
- any bugs or unexpected behavior relating to ScrapBook, including errors on the system pages used to manage Scrapbook
To Style Systems
- anything relating to customizing the appearance of a journal or community, including:
- creating a style in S1 or S2, and how to switch between S1 and S2
- adding a background image, and problems related to the remote loading of background images
- changing colors
- customizing comment link text
- changing the number of entries per page
- changing the format or position of currents and other entry metadata
- adding background music to a journal or community
- changing a journal's title or subtitle
- displaying or hiding userpics on a style or layout, or changing the position of userpics on a style or layout
- enabling or disabling custom comment pages
- installing a counter in a journal
- the question "(How) can I track my journal's visitors?" => G/Unk
- changing preferences about which advertisements display on a journal or community, and how to position those advertisements
- Exception: the question "How do I customize my community?" (=> Comms)
- any errors relating to customizing a journal or community's appearance or problems with the journal or community's layout or style, including:
- journals or communities displaying incorrectly or not displaying due to problems with the layout or style, including bad overrides
- bugs or unexpected behavior in a style or layout, or in the system pages used to select, modify, or customize a style or layout
- error messages that indicate an error with a style or layout (e.g., relating to journal template)
- problems relating to advertisements distorting a style or layout
- anything relating to embedding a journal in an external website
- not domain forwarding (=>Gunk)
- anything relating to the use of a customization or a
![[profile for howto]](/images/community.gif)
howto or s2howto tutorial
To SUP Services
- any requests written in Russian that contain private information or that need to be moved off of the public board (i.e., anything that would be sent to Support@ or Webmaster if it were written in English)
- Exception: unless they require an immediate, time-sensitive response (e.g., a security concern) (=> Support@ or Webmaster, as appropriate)
- requests dealing with Sponsored accounts
- reports of a death of a LiveJournal user, if it is written in Russian or involves a Cyrillic user
- Inquiries regarding Cyrillic Services, where the user is being abusive
- borderline cases => Russian
- complaints about Russian Support volunteers
To Support@
- Complaints about other support volunteers
- abusive (i.e., deliberatively offensive, hateful, or extremely profane) users
- Merely vocal disagreement stays public
- anything that contains private information such as passwords, phone numbers, or addresses
- Exception: email addresses can stay public
- anything containing an auth code (the four letter code appended to a request's URL that allows any user to reopen/close the request), LiveJournal login sessionid, or password reset link
- Exception: email validation links can stay public
- Requests about the restriction on resetting passwords through Hotmail addresses
- requests to delete or rename a syndicated account
- reports of a death of a LiveJournal user
- anything that needs to be off the public board, if you are unsure where it goes
To Syndication (RSS)
- anything relating to the use of syndicated accounts or syndicated feeds provided by a third-party on LiveJournal, including:
- creating a syndicated account (i.e., getting an external feed onto LiveJournal)
- finding syndicated accounts
- adding, removing, or filtering syndicated account from Friends page
- problems syndicating $URL
- syndicated account not updating
- syndicated account reposted old entries; Friends page overrun with syndicated entries
- requests to change source feed URL of syndicated account
- requests to use username of syndicated account for personal account
- Exception: requests to delete or rename a syndicated account (=> Support@)
- Exception: I don't want my content syndicated on LiveJournal (=> Abuse)
- Exception: issues relating to copyright, legalities, or abusive content (=> Abuse)
- anything relating to the use of syndicated feeds provided by LiveJournal, including:
- finding the URL of LiveJournal feeds
- Exception: using syndicated feeds to display LiveJournal entries on another website: more easily done with embedding (=> Styles)
- disabling feeds
- preventing entries from appearing in feeds
- feed is not showing information the user wants it to show, or is showing information the user does not want it to show
- feed showing up on search engine
- finding the URL of LiveJournal feeds
To The Independent
- Anything involving The Independent. Currently, only staff answers are being approved in this category.
To Userpics
- anything relating to creating, obtaining, uploading, altering, or using userpics, including:
- finding or creating userpics
- uploading userpics
- error messages specific to uploading userpics
- userpic keywords or comments
- default userpics
- limitations on userpics (quantity, file type, size, etc.)
- inactive userpics, and the consequences of the maximum number of userpics allowed for an account changing
- Loyalty Userpics
- deleting userpics
- inability to view, upload, manage, or use userpics
- errors on userpics-related pages, including the inability to view or use these pages
- uploading, management, or use of community userpics
- purchasing userpics add-on
- Exception: questions specifically about payment, or about refunding or transferring userpic add-on (=> Accounts)
- userpic security (e.g., restricting ability to view, access, or save userpics)
- any errors related to any of the above
- requests about uploading pictures that are not specific regarding what type of pictures they are referring to, or for what purpose
To Web Interface
- any question about LiveJournal's website (as opposed to off-site functions, such as email) that would otherwise go to G/Unk but that involves:
- an error message
- a feature not working as expected or intended
- a browser malfunction
- a bug in LiveJournal's code
- problems accessing or loading pages on any part of the site that does not belong to another category (e.g., problems loading Inbox or Manage Message Settings page), or problems with these pages displaying incorrectly (e.g., due to interaction between advertisements and browser)
- problems logging into LiveJournal, or problems remaining logged into LiveJournal
- Exception: login problems potentially due to incorrect or lost username or password (=> G/Unk)
- Exception: login problems when using ScrapBook (=> ScrapBook)
- any bugs or unexpected behavior when using site features (e.g., captchas not working properly, problems disabling graphic previews)
- problems that may be related to browser issues and that do not belong to another category (e.g., cache, cookies, encoding in areas of the site other than entries or comments)
- errors when editing or saving custom mood themes
To Webmaster
- requests for business partnerships
- reports of security holes in LiveJournal's code (and escalate to staff member)
To xx-spam
- All spam
Requests that span multiple categories
- Anything + Private Category => Private Category
- Specialty Category + G/Unk => Specialty Category
- Exception: Specialty Category (simple) + G/Unk (really complex) => G/Unk + tag [$cat]
- Specialty Category + Other Specialty Category => G/Unk + tag [$cat1|$cat2]
- Anything Technical + Feedback => Technical Category + tag [a] if necessary
