Where are posts vanishing to? Where do we post items that used to go to My Cases?
I noticed that you both recently posted questions under the Q and A Family Tree section that have been moved. I have seen some moved questions that when clicked on brings one to the post under its new category. But both of yours just go to:
I'm just curious. Did you get answers to your questions? Can you still access your posts? Did they get put in a confidential group that you have access to? Did they get put in a group you can't see?
This brings up a question for the people in charge here. If the My Cases section is gone and we are to post somewhere here what we used to send in as a My Cases question, what are the guidelines for what are considered appropriate questions and what are not suitable for a public board? For example, a couple of weeks ago, I sent in a case to have BIC added to a relative. Where would I post that request here? Would it actually be seen and acted on? If it should not be posted here, then what do we do?
Comments
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Gordon,
Support is in the process of transitioning from the old case model to a more public community model for answering questions. All of the procedures have not been clearly documented yet some questions cannot be directly answered. As you noted the individual my cases is not available any more and will not be available in the future.
With respect to sensitive questions, I suggest you post them in Temple under Q & A until more specific directions are provided to the user. If then need to be reviewed by other groups they will be move to some hidden (as you noted) places where specialized reviews of the situation can be accomplished. My understanding that the creator of the thread will be privately notified of the outcome of those discussions. I know this is not really clear but I suspect over the next month or so policies and procedures will be developed and entered into help center articles so that directions to the user are clear.
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Thanks for the status report, @gasmodels .. I do appreciate status reports and am glad to know that "moved" can mean escalated for review and maybe action, not discarded or archived where no one can find it.
FWIW, a thread I started has been moved. I can still see it, and the comments present before the move, but not its location now. I also commented on other threads that have been moved, and on those I cannot see the comments. This irks me because I put a lot of work into comments, work that is now out of my reach. What that teaches me is don't comment on other people's threads, which may not be what FS intends to teach.
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Hello @dontiknowyou - the issues you described above should be resolved and not repeat. The issues were caused due to a hiccup in our process, which has since been rectified.
Questions or problems should be posted in the Q & A section. This is the primary area our support folks are active in - if the discussion needs to be taken offline for any reason, the original poster will be contacted by DM to further discuss the topic.
Regarding my cases and sensitive topics
- I’d suggest using the bookmark feature to identify posts you want to track.
- If you feel the topic is too sensitive, I’d recommend posting a request to chat with our support team int Q & A.
We still offer phone and chat support, so this is an option as well. Here’s the link to our updated article on ways to engage with our support team: https://www.familysearch.org/help/helpcenter/article/contact-familysearch-support
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