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Deputy Mayor / Adjoint au Maire

Error messages from moderators!

So I just saw the following message addressed not to me but in my private mailbox.  I've not copied the person's name who it's addressed to, or the moderator's name, but I'm concerned about how someone else's mail not being sent to the proper user, after all it could contain private sensitive information, luckily in this instance it doesn't.  I will be replying to the moderator to let them, but really it shouldn't be happening.  Here's the message:

 

Thank you for your reply!
 

I've removed the 250 Data roaming add on and I've added the 200 MB data add on for 10$ and if you go on your Public Mobile self serve account you will see the add on installed!

Please tell me if you have any other questions or concerns! Smiley Happy

Cheers! Smiley Happy

Mayor / Maire

Re: Error messages from moderators!


@dabr wrote:

So I just saw the following message addressed not to me but in my private mailbox.  I've not copied the person's name who it's addressed to, or the moderator's name, but I'm concerned about how someone else's mail not being sent to the proper user, after all it could contain private sensitive information, luckily in this instance it doesn't.  I will be replying to the moderator to let them, but really it shouldn't be happening.  Here's the message:

 

Thank you for your reply!
 

I've removed the 250 Data roaming add on and I've added the 200 MB data add on for 10$ and if you go on your Public Mobile self serve account you will see the add on installed!

Please tell me if you have any other questions or concerns! Smiley Happy

Cheers! Smiley Happy


This had happened to me a few times since I joint PM a year ago. Moderator send a private message reply to my mailbox for soneone else.  I understand that people make mistakes.  I reply to that moderator and pointed out the mistake and hoping s/he will not make the same mistake again.

 

@Alan_K 

I hope that the new trouble ticket system will eliminate this type of human errors.

Deputy Mayor / Adjoint au Maire

Re: Error messages from moderators!

@popping  I agree mistakes happen but it's still kind of troubling that it might be happening on more than one occasion, especially because sometimes personal information is being requested/sent through this email system. 

 

Hopefully, the new ticketing system will prevent this in the future.

 

 

Oracle

Re: Error messages from moderators!

@popping@dabr the new ticketing system from my understanding is simply a "smart" form that gathers the needed info (related to your issue)  and basically sends a private message to moderator_team on your behalf.    

 

so its basically still the same private message system with a unique number,  with hopefully fewer interactions by validating accounts and by collecting what is believed necessary info.

Mayor / Maire

Re: Error messages from moderators!


@mimmo wrote:

@popping@dabr the new ticketing system from my understanding is simply a "smart" form that gathers the needed info (related to your issue)  and basically sends a private message to moderator_team on your behalf.    

 

so its basically still the same private message system with a unique number,  with hopefully fewer interactions by validating accounts and by collecting what is believed necessary info.


It will not take too much effort for IT to force moderator to reply to the ticket originator by private message within the ticket system.

 

Deputy Mayor / Adjoint au Maire

Re: Error messages from moderators!


@mimmo wrote:

@popping@dabr the new ticketing system from my understanding is simply a "smart" form that gathers the needed info (related to your issue)  and basically sends a private message to moderator_team on your behalf.    

 

so its basically still the same private message system with a unique number,  with hopefully fewer interactions by validating accounts and by collecting what is believed necessary info.


 @mimmo  I'm hoping preventing these kind of errors are being worked on as part of this new ticketing system too, but if I'm reading you correctly that may not be the case?

Oracle

Re: Error messages from moderators!


@popping wrote:

@mimmo wrote:

@popping@dabr the new ticketing system from my understanding is simply a "smart" form that gathers the needed info (related to your issue)  and basically sends a private message to moderator_team on your behalf.    

 

so its basically still the same private message system with a unique number,  with hopefully fewer interactions by validating accounts and by collecting what is believed necessary info.


It will not take too much effort for IT to force moderator to reply to the ticket originator by private message within the ticket system.

 


@popping if the new "new system" uses the  same back end, I am really not sure what can change, a private message is still a private message even if it has a number.    My best guess is that the mods are handling multiple private messages at a time and they ocassionaly click the wrong window and thus reply to the wrong person.    I did tell alan it would  be nice to know how the backend of teh private message system works.  

Moderator

Re: Error messages from moderators!

Hey @dabr,

The message you posted on the public thread may have been sent by mistake, but it has nothing to do with a privacy breach.

I do not notice any private information, but if you`d like a re-assurance, it is usually from customers that we, the mods, get back private information and not the other way around and concerns mostly the authentication process or securing the account, precisely to avoid any privacy issues. Please let me know if you have any other questions, I`ll be happy to answer them.

 

Have a great day,

Oana! Smiley Happy

 

Deputy Mayor / Adjoint au Maire

Re: Error messages from moderators!


@Moderator_Team wrote:

Hey @dabr,

The message you posted on the public thread may have been sent by mistake, but it has nothing to do with a privacy breach.

I do not notice any private information, but if you`d like a re-assurance, it is usually from customers that we, the mods, get back private information and not the other way around and concerns mostly the authentication process or securing the account, precisely to avoid any privacy issues. Please let me know if you have any other questions, I`ll be happy to answer them.

 

Have a great day,

Oana! Smiley Happy

 


Oana, thanks, I appreciate your response and the assurance that private information is not shared via the moderator response, and is limited to the verification process.  That actually is reassuring.

 

Hopefully, the rightful user did eventually get the information that was pertinent to his account.

Moderator

Re: Error messages from moderators!

Hey @dabr

You`re welcome!

 

Have a nice week! Smiley Happy