Stendhal:GuideForAdmin: Difference between revisions
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imported>Blacklads No edit summary |
imported>Kymara update for new guidelines. remove suggested jail times, may put in Support: section later. |
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Commonly used commands are summarised, with examples given, at [[Stendhal:Administration]]. |
Commonly used commands are summarised, with examples given, at [[Stendhal:Administration]]. |
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== Admin role == |
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'''<font color="green">The primary admin role is to help players</font>''', in particular those who: |
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; need information and don't know where to look |
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:point them to the correct source, this may be the wiki, website, or an NPC |
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; don't know commands to help them |
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:teach the command and teach about /help |
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; don't know the rules yet (e.g. think PVP is against the rules) |
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:educate on rules, point to source of information |
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; have a technical problem |
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:a client glitch may be temporary: suggest they try relogging |
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:help if possible, i.e. if answered in the FAQ or you know the solution |
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:otherwise advise them to lodge a support request, or wait for an answer which may come later |
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; have lost their password |
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: See [[FAQ#Passwords]], or below. |
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In rare cases, direct intervention is needed (todo: link to Support: section) |
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== Answering /support== |
== Answering /support== |
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Do make use of the standard $ supportanswer responses, a list of which can be obtained with ''/gmhelp support''. |
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If writing your own resposne, type a # before you paste in a link, for good formatting of any # which happen to be in the link. It's a good idea to familiarise yourself with the FAQ so that you can answer questions fast with it (and do look up the $faq shortcuts), and be consistent with game policy. |
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Bug reports are very helpful, and are roughly divided into three types. Suggested replies are given below. Politeness is emphasised because we really need players to feel willing to make bug reports. |
Bug reports are very helpful, and are roughly divided into three types. Suggested replies are given below. Politeness is emphasised because we really need players to feel willing to make bug reports. |
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:3. When the support message is received, any admin needs to please comment on the tracker item that was created. The server admin who sent the email will confirm that the created account name matched what was in the email (YYY). This acts as the check that the email was read, i.e. the person requesting the pw change is the one who owns the account. They will then change the password and close the request. |
:3. When the support message is received, any admin needs to please comment on the tracker item that was created. The server admin who sent the email will confirm that the created account name matched what was in the email (YYY). This acts as the check that the email was read, i.e. the person requesting the pw change is the one who owns the account. They will then change the password and close the request. |
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Inappropriate questions are often asked, such as |
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:* where can i find X creature/item? |
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A good reply is |
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:*''Hi, sorry but support shouldn't answer such questions. Where would be the fun if we told you everything? :)'' |
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'''Communication is very important between admin'''. For example, if you deal with a support question in person because you are there already then please send a quick message to /support so that the other admin know that they don't have to deal with it |
'''Communication is very important between admin'''. Please make sure you join the IRC channel when you are in the game in a support capacity. If you start to answer support questions and have not joined the IRC channel already, please join asap. For example, if you deal with a support question in person because you are there already then please send a quick message to /support so that the other admin know that they don't have to deal with it. Likewise if there is an issue which needs a decision from other admin, you need to tell the other admin about the issue. Preferably tell them before the issue is raised again so there is time for discussion. Finally if something needs extra attention and noone else is around to respond, please create a new [https://sourceforge.net/tracker/?func=add&group_id=1111&atid=201111 Support Request]. |
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== Hacked account == |
== Hacked account == |
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If you suspect that a player has gained access to another player's account, then the player whose account has been compromised should be jailed for -1 minutes. This is not because we think they have done anything wrong, but because in jail items cannot be moved around so in particular noone can steal or throw away their items. Also noone can take their player to dangerous places to kill them etc. They are only safe to be released from jail once they have changed their password. |
If you suspect that a player has gained access to another player's account, then the player whose account has been compromised should change their password as soon as possible. If this is not possible, the player should be jailed for -1 minutes. This is not because we think they have done anything wrong, but because in jail items cannot be moved around so in particular noone can steal or throw away their items. Also noone can take their player to dangerous places to kill them etc. They are only safe to be released from jail once they have changed their password. If in doubt, this can be checked on the database, which you need to ask a server admin to do. |
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If it is not obvious who hacked the account then this can be investigated by looking at the login events in database. Again, a server admin will need to be asked to do this. Please try to establish whether the player has shared any passwords as if they have, the people who knew the password are the most likely candidate for being a 'hacker'. (Which is, of course, why password sharing is prohibited, it makes too many problems.) |
If it is not obvious who hacked the account then this can be investigated by looking at the login events in database. Again, a server admin will need to be asked to do this. Please try to establish whether the player has shared any passwords as if they have, the people who knew the password are the most likely candidate for being a 'hacker'. (Which is, of course, why password sharing is prohibited, it makes too many problems.) In this case items will not be returned to the player and further investigations are fruitless. |
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If you find out that someone has shared their password with others then please follow the same guidelines as for a hacked account. They should be jailed until they change their password. |
If you find out that someone has shared their password with others then please follow the same guidelines as for a hacked account. They should change their password asap, or be jailed until they change their password. |
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== Answering signs == |
== Answering signs == |
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Please teleport to a player if you need to to solve a problem. Please then teleport yourself back to where you were, so that you do not lose anything by having to deal with the admin issue, nor could you gain anything. For going fast to bank, or DM, first teleportto Skye then walk through one of her clever portals. |
Please teleport to a player if you need to to solve a problem. Please then teleport yourself back to where you were, so that you do not lose anything by having to deal with the admin issue, nor could you gain anything. For going fast to bank, or DM, first teleportto Skye then walk through one of her clever portals. |
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== Suggested Jail times == |
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These are a guideline only, and of course different cases vary in severity. |
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{| border="1" |
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! Problem || Minutes |
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|- |
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| blocking the table area in semos bank after being advised to leave || 5 |
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|- |
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| continual annoyance after warnings || 5+ |
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|- |
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| very bad rude words || 10 |
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|- |
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| lying about items gone missing (time waster) || 10 |
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|- |
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| blocking portals || 30 |
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|- |
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| more severe offences || 30+ |
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|- |
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| password hacking || -1 |
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|- |
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| repeat offender || x2 or x3 above |
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|} |
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== Your conduct == |
== Your conduct == |
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