WARNING
While the ticket procedures listed here are well-documented, it should be noted that they are merely a generic rule of thumb; ultimately, each ticket is handled on a case by case basis, and our approach may differ from what is noted down in these guidelines.
Generic procedures for tickets (appeals/general/reports):
Appeals
[ User opens ticket ]
- Check what Polar/TotemGuard flag user got banned for
- Ask for user's mod list
(Optional: Ask user for logs; ping Blitical, ApplyNow or 0bi0 for this)
- Check mods/logs for prohibited mods
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If no disallowed mods found:
- Unban user via either in-game or gamelink
- Run the command `/closerequest close_delay:24 reason:Appeal accepted`
If disallowed mods found + first time getting banned:
- Tell user to remove prohibited mods
- Unban user via other in-game or gamelink
- Run the command `/closerequest close_delay:24 reason:Appeal accepted`
- Run the command `/rename name:done-denied`
If disallowed mods found + not first time getting banned:
- Do not unban user
- Run the command `/closerequest close_delay:24 reason:Appeal denied`
- Run the command `/rename name:done-denied`
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Special circumstances:
- If user modifies mod list and/or mods, extend their ban by one degree
(e.g 14 day ban for hacks would become a 30 day ban for hacks)
General tickets
[ User opens ticket ]
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If user's inquiry is simple enough to answer:
- Refer to staff docs and respond to user
- Run the command `/closerequest close_delay:24 reason:Resolved`
If user's inquiry is more complicated or you do not understand:
- Ping another staff member (preferably your mentor or a Senior Mod+)
- Let them take over the ticket and handle the situation
If you're not allowed to handle a ticket for whatever reason:
- Pass ticket over to someone ranked Admin+ and let them handle it
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Possible scenarios:
- Rank transfers:
- Documented properly in [[Rank Transfers]]
- Bug reports:
- Request proper bug documentation from user (e.g clips, screenshots etc.)
- If possible, try to verify the bug's integrity yourself
- Run the command `/rename name:🟣-bug-report`
- Escalate ticket to Matt/Bram/OutDev and let them handle it from there
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For Senior Mods:
- Refer to staff docs and reach a final decision. If still unsure of how to proceed, escalate the ticket to an Admin.
For Admins:
- Same as Senior Mods, escalate to Matt/Bram/OutDev if still unsure.
Player reports
[ User opens ticket ]
- Request evidence from user (e.g clips, screenshots etc.)
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If the provided evidence is sufficient, punish the user being reported:
- Punish user via either in-game or gamelink
- Run the command `/closerequest close_delay:24 reason:User punished!`
If the provided evidence is not sufficient, do not issue any punishment:
- Tell user that the evidence is insufficient, and a punishment can't be applied
- Ask user if they have any more evidence regarding their report:
If they do:
- Punish user via either in-game or gamelink
- Run the command `/closerequest close_delay:24 reason:User punished!`
If they don't:
- Tell user that the evidence is insufficient
- Run command `/closerequest: close_delay:24 reason:Insufficient evidence`