General Team Wikis Info

Review of the basics

Please review the mod manual just to make sure you are aware of all the latest information

Tech issue reporting process for team members

• Member of IMOD/GOA watch group reports a problem to the moderator, GOA/IMOD refers member to the Support Team. GOA/IMOD should not act as an intermediary between the member and Support. If the problem is not solved or if it is a major issue that cannot wait, GOA/IMOD can escalate it by going directly to GOACoordinator, Hub Coordinator or Hub Coordinator's assistant.
• Mod discovers a problem, mod reports it to FIOD
• Mod tells GOA there's a problem. If GOA can't fix it, refer mod to Sitemodhelp@freecycle.org. GOA should not act as intermediary between SMH and the mod. If SMH does not solve the mod's problem or if the problem is a major issue that cannot wait, GOA can escalate the issue by going through GOACoordinator/Hub Coordinator/Hub Coordinator's assistant.
• Team member has a problem, team member reports it to Team Lead. TL confirms the issue by reproducing it. TL files a BT or asks Hub Coordinator/Hub Coordinator's assistant to file a BT. Here is the information needed for reporting a problem.
• For issues referred to SMH, SMH will attempt to replicate the problem. If SMH needs to enter the group for testing, they first get permission from the GOA. GOA should annotate GA that SMH is entering the group for testing. SMH or the Support Coordinator will file a BT if issue cannot be resolved.
• Mail issues: the tech team is unable to address problems that are not related to Freecycle.org's servers. If you are having a problem with Thunderbird that replicates on webmail, please report it. Otherwise, please click here.

For those filing BTs, here is a workflow chart for prioritizing issues.