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Hypnos' Blog

OceanMaster Tools

As requested, today I'll be going into some detail of how the OceanMaster support tools and petition system works.  Hopefully this article will also address some of the common questions that I get asked, so pass this information around to your crews and flags and whomever else you think might find it useful or interesting!

When an OceanMaster comes onto an ocean to work, he signs on duty.  This is what causes his name to appear at the top of the screen if a pirate does a /who query, whereas an OceanMaster that is online, but not on duty, will not appear in that list.

The petitions and complaints that you send in are sent to a queue, which is ordered by the time and date that it was sent in.  OceanMasters access the queue through a website, and we toggle which oceans we are working on.  Please note that blackspots do not appear in the queue of pending events, so if you feel you were wrongfully blackspotted, please either petition us or send in a complaint so that we can look up your full account history, which will include blackspots.

Sometimes when an OceanMaster calls in sick and no one can be found to cover his shift, you may notice that there is no OceanMaster on active duty on your ocean.  While there may not be an OceanMaster present on the ocean, an OM will have toggled on your ocean's queue in his web browser to answer petitions and address complaints that you send in.

You may also notice that if you send OceanMasters tells, they will often not respond to you.  This is because we spend a lot of time looking at the queue in our web browsers, and if there are a lot of petitions and complaints flying in, there is little to no time to check who is chatting with us in the clients.

To give you an idea, during my shift, which is 2pm-6pm game time most days, I'll get around 30-35 petitions an hour, and between 40-100 complaints per hour.  Some of these complaints are quickly dismissed of course, such as "he said the word stupid", but some are thefts that involve multiple ships or the theft of a large number of items, and then the transactions of those characters have to be tracked, we have to look up to see if he tried to pass the money or items off onto another account, and so on.  This takes quite a bit of time and attention to detail.

When we click on a petition, we see the name of the person that sent it, and the name of that person's login, like so: Hypnos (Hypnos_Account).  That is all.  What we don't see is your crew, your rank, your stats, what you own, whether your are a subscriber/doublooner/trial user, or any of that information.  That's why for things like ship renames and thefts, you are asked to include your crew and the names of the vessels or what stall the theft took place in and where it is located so we know where to go and if the ship or island we are on is the right one.  The more information you include, the less time the OceanMaster has to spend asking you for more details or looking them up.

Once we answer a petition, we can set it to resolved or request more information.  Both of these options send an alert back to the player in his game client.  Once either a player or an OceanMaster closes a petition, it is removed from the queue.  If your petition needs to be looked into and an OceanMaster asks you to leave it open, realize that closing it removes it from the queue, and no one will know it is there unless somebody looks up your account and petition history!

Clicking on a person's account allows us to check his petition and complaint history in chronological order.  Resolved and closed petitions are all listed here.  This is why it is handy to have people petition for ship renames; if there is ever a problem with the shanghai points that were charged, the spelling of the name, or anything like that, a person's petition history can be pulled up, and the exact petition and response can be reviewed.  I also find it handy in the cases of complaints; we sometimes get e-mails saying that a pirate has been repeatedly complained for harassment and nothing was done.  When this happens, we check that person's history and review the complaints against him.  (In almost all cases, there is nothing in the chat log that would be in itself considered harassment.  One example I can think of is a person saying, "hello there" and getting complained for stalking.)

When petitioning an OceanMaster, it is always a good idea to include as much relevant information as you can.  This way we don't have to keep asking for more information from you and sending you back into the queue of open events.

I hope that this has been informative and helpful in letting you all know what tools we use to work our shifts, and hopefully to let you know why it is that when you send me a friendly hello, I may not ever see your message!  Take care, and petition wisely. O.O

Comments:

Posted by Supersnailie

That explains so much Hypnosie, once again I am in awe. It's nice "seeing" what an OM "sees" I never knew you guys kept ALL our petitions, dear Lord you guys must get a laugh at some people when they were greenies compared to what they are now...anyway, take care an OMness World :o)

January 24, 2007 at 05:51 PM PST | permalink

Posted by Ricecakesy

Sorry Hypnos, I just like saying Hi, cause you is so coolio, and shmexy, and i like to touch your pink wig. It squishy and warm and soft. :D

<3 you Hypnos


January 24, 2007 at 05:54 PM PST | permalink

Posted by Elizabeth Fong

Just so you have an idea of exactly how massive our support history databases are, there are currently a little over 1.8 million records in the table. Granted, not all are petitions/complaints (a lot of them are pirate deletion notifications - this is how we're able to recover recently deleted pirates; we also store past discipline, complaints, etc.), but it's still a pretty hefty job for the support app to handle.

Here's a breakdown:
360,000 petitions
215,000 complaints
150,000 disciplines (including both bannings, unbannings, blackspots, etc.)
1,085,000 account notes (the vast majority of which are logs of pirate deletions)

January 24, 2007 at 10:31 PM PST | permalink

Posted by Yamorg

So, do OM's have a seperate client, which doesn't have a time-out (or "you've been playing too long" message)?
That would seem handy, especially when tracking those long thefts and whatnot.

January 26, 2007 at 01:57 PM PST | permalink

Posted by Hypnos

No, we have the same client, but our accounts are marked so that we don't lag out if we don't move our mice over the client every 10 minutes or so!

It used to be that we didn't have that special exception, and could lag out quite easily!

January 26, 2007 at 05:09 PM PST | permalink

Posted by Katie.

Wow, this is a-maz-a-zing. like oh em gee i wanna be an ocean master now, but i would be like, PSSH I DONT LIKE YOU. 'BANNED'. bahaha.

x33

January 27, 2007 at 11:37 PM PST | permalink

Posted by littlething

wooo. were do ye host the database??? must take alot of memory

January 28, 2007 at 10:13 AM PST | permalink

Posted by Yummyyumm

Now all I wonder about is how you magic things up = )

January 28, 2007 at 11:10 AM PST | permalink

Posted by Swordblade

I wonder how they magic up stuff too.

Lol I liked when you gave us the example where complaints says stuff like "He said the word stupid". That made me laugh for about 20 seconds.

January 28, 2007 at 05:36 PM PST | permalink

Posted by Swordblade

I wonder how they magic up stuff too.

Lol I liked when you gave us the example where complaints says stuff like "He said the word stupid". That made me laugh for about 20 seconds.

January 28, 2007 at 05:36 PM PST | permalink

Posted by marninlouise

Hmmz... How DO you magic up stuffz??

January 29, 2007 at 02:09 PM PST | permalink

Posted by Hypnos

We use a series of typed commands, like the /who and /cwho command to request items and money from the system, global purse, thin air, etc. :D

Sometimes the command strings take things like numbers instead of colors or sword types, so until you memorize them, or refer to a list, it takes some tries to get it right!

January 31, 2007 at 02:23 PM PST | permalink

Posted by mibshubby

I knew that it was a hefty amount of work that the OMs do but I didn't realize the numbers per hour. I was expecting about 1/3 of that amount. More people need to understand the effort and time that goes into being an OM.

Keep up the good work and thank you.

February 06, 2007 at 08:10 AM PST | permalink

Posted by Jim

lol.i need an account.anyone make it for me.
My eamil is Chelseakid999@hotmail.co.uk
my year of birth 1990.
pls make it now and send information to email . choose any ccount name or user name u want and any password.
ill pay u 10 dubs and 1000 poe.from my m8.

February 09, 2007 at 08:27 AM PST | permalink

Posted by Jim

lol.i need an account.anyone make it for me.
My eamil is Chelseakid999@hotmail.co.uk
my year of birth 1990.
pls make it now and send information to email . choose any ccount name or user name u want and any password.
ill pay u 10 dubs and 1000 poe.from my m8.

February 09, 2007 at 08:28 AM PST | permalink

Posted by Arthur

Yeah like when my ship´s restock got stolled , Nemesis recovered the restock and the Records said " Nemesis magiced up 200 units of Large Cannon Balls .
" Nemesis magiced up 70 units of Fine Rum.

Dont know how she did it anyway.

February 13, 2007 at 08:46 AM PST | permalink

Posted by dchow

i tot u wuz smrt. wuz all diz i kant efen reed ne uv it.

ps. hippynose rox0rz

March 12, 2007 at 10:08 AM PDT | permalink

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