编辑“︁Stendhal:GuideForAdmin”︁（章节）

== Answering /support==
===General guidelines===
It is essential to always use '''/supportanswer''' in response to a /support query.
* /supportanswer is logged to IRC and player history, the /msg is not
* Other admin need to see if an issue is resolved
* Players start to use /msg instead of /support if you set this bad example - and then you have trouble later with being bothered by /msg

Do make use of the standard $ supportanswer responses, a list of which can be obtained with ''/gmhelp support''.

If writing your own response, type a # before you paste in a link, for good formatting of any # which happen to be in the link (e.g. wiki sections). 

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.

===Communication 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].

===Bugs reported through support===
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.
:* not a bug, just a feature 
::''Hi, what you have discovered is a feature of XXX and not a bug. But thank you for your time in reporting it anyway, as if it was a bug we'd need to know!''
:* a known bug which is already reported
:: ''/supportanswer $knownbug'' is ideal for this
:* something which sounds like a bug and probably isn't reported, so we would like a report
:: ''/supportanswer $bugstracker'' is ideal for this

===Password resets===
If someone asks for a password reset then it can be done only if they originally signed up with a valid email address to a mailbox that they can access. So,   
:1. For example, reply: ''Hi, your password can be reset if you signed up with a valid email address originally. Please wait for an email.''. 
:2. Please create a new [https://sourceforge.net/tracker/?func=add&group_id=1111&atid=201111 Support Request] including the player account name who needs the reset. The server admin (those who have access to the database) check this. They will assign the request to themselves and email something like this: 
:<code>Hi, someone requested a password reset for the stendhal account XXX. This is the email address registered for that account.</code>
:<code>Please do the following things:</code>
:<code>1. Login with another account (create one if necessary)</code>
:<code>2. Tell support this message :</code>
:<code>/support Hi, Please ask a server admin to merged my account XXX into this account. The Code is xxxxxxxxxxx.</code>
:<code>3. Wait. A server admin will be asked by someone from support to merge the accounts. When that is done, you will be able to play your old characters by logging into your new account.</code>
:<code>Thanks</code>
:<code>adminname</code>
: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.

===Misc cases ===
In case a player just says 'help' or 'hello' or 'anyone here' then you can either:
:* Say ''Hi, please could you tell us specifically what you need help with? Thanks'' Or
:* ignore it