Ticket system: Difference between revisions

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The '''ticket system''' is the primary way to request staff members for a particular reason, ''id est'', to resolve an issue, to request authorisation, and whatnot.
The '''ticket system''' is the primary way to request staff members for a particular reason, ''id est'', to resolve an issue, to request authorisation, and whatnot.
== Opening tickets ==
== Opening tickets ==
# Join the [https://discord.retromc.org RetroMC Discord guild].
# Join the RetroMC [[Discord server]].
# Head to <code>#helpdesk</code>, and select the category of ticket you wish to open.
# Head to <code>#helpdesk</code>, and select the category of ticket you wish to open.
# Input your Minecraft username and the reason you're opening a ticket.
# Input your Minecraft username and the reason you're opening a ticket.
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File:Tickets-1.png
File:Tickets-1.png
File:Tickets-2.png
File:Tickets-2.png
File:Tickets-3.png|Links are available at the [[Main Page#Useful links|main page]].
File:Tickets-3.png|Links are available at the [[Main Page#Links|main page]].
File:Tickets-4.png|Ticket metadata that is sent to the ticker creator when it's closed.
File:Tickets-4.png|Ticket metadata that is sent to the ticker creator when it's closed.
</gallery>
</gallery>
== Reviewing tickets ==
== Reviewing tickets ==
In <code>#helpdesk</code>, tickets are stored as threads, so you can view closed tickets by opening the threads list.
In <code>#helpdesk</code>, tickets are stored as threads, so you can view closed tickets by opening the threads list.
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== Ticket commands ==
== Ticket commands ==
* <code>!close <time> <reason></code> - Closes the ticket after <code>time</code> with <code>reason</code>.
* <code><nowiki>!close <time> <reason></nowiki></code> - Closes the ticket after <code>time</code> with <code>reason</code>.
** Atlas will DM the user who created the ticket with metadata about the ticket.
** Atlas will DM the user who created the ticket with metadata about the ticket.
* <code>!add <user-ID-or-username-or-mention></code> - Adds a user into a ticket.
* <code>!betaevo</code> - Gives information about [[BetaEvolutions]].
* <code>!transfer</code> - Sends a link to the account transfer form.
== Cases for creating tickets ==
== Cases for creating tickets ==
This is a non-exhaustive list of cases for ticket creation.
This is a non-exhaustive list of cases for ticket creation.
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* Resolving account-per-IP limits.
* Resolving account-per-IP limits.
** [[BetaEvolutions]] bypasses this.
** [[BetaEvolutions]] bypasses this.
'''Note''': Players are responsible for the security of their Microsoft/Mojang account.  
* Resetting '''wiki account''' passwords.
'''Note''': Players are responsible for the security of their Microsoft/Mojang and/or wiki accounts.  
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Latest revision as of 01:26, 27 September 2024

The ticket system is the primary way to request staff members for a particular reason, id est, to resolve an issue, to request authorisation, and whatnot.

Opening tickets

  1. Join the RetroMC Discord server.
  2. Head to #helpdesk, and select the category of ticket you wish to open.
  3. Input your Minecraft username and the reason you're opening a ticket.
  4. Go to the ticket thread that Atlas Utilities just created, and post details about your issue.
    • Staff members will respond within from a few hours to 1 day (Timezones play a factor), so please be patient and don't ping them.
  • Links are available at the main page.

    Links are available at the main page.

  • Ticket metadata that is sent to the ticker creator when it's closed.

    Ticket metadata that is sent to the ticker creator when it's closed.

Reviewing tickets

In #helpdesk, tickets are stored as threads, so you can view closed tickets by opening the threads list.

Desktop Mobile (Android is used here)
  • At the header, where the channel name is displayed.

    At the header, where the channel name is displayed.

Ticket commands

  • !close <time> <reason> - Closes the ticket after time with reason.
    • Atlas will DM the user who created the ticket with metadata about the ticket.
  • !add <user-ID-or-username-or-mention> - Adds a user into a ticket.
  • !betaevo - Gives information about BetaEvolutions.
  • !transfer - Sends a link to the account transfer form.

Cases for creating tickets

This is a non-exhaustive list of cases for ticket creation.

General Issue Report Player Login Trouble
  • Account transfers (if UUID-based transfer fails)
  • Requests for authorisation for specific actions (Moving a player's build in a village.)
  • Clarifications on various things (JVillage for example)
  • Reporting instances of griefs.
  • Reporting someone on RMC that disrespects others, attempts to ruin others' experience, and/or expresses bigotry in some way.
  • Assistance for linking MC account on the Discord guild.
  • Resolving account-per-IP limits.
  • Resetting wiki account passwords.

Note: Players are responsible for the security of their Microsoft/Mojang and/or wiki accounts.

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