Now that’s what I call support

I mentioned a while back that I’m finding much to enjoy with the Graphene theme that I’m currently using. That was until the other day, when I noticed that I had a bit of a problem.

In one of my bouts of extreme pickiness[1], I’ve been making another change around here. Having given up on the cross references plugin I used to use, I’d lost the links between posts that I used to have. As I’d been using the plugin to cover such matters, I’d disabled internal pings[2] and removed all old ones[3].

Having given up on finding a working version of the cross references plugin, I decided to reinstate internal pings. Well, that was as simple as disabling the plugin[4]. But what about all the old posts? That took a bit of tweaking of the database. First I had to remove the data that showed that the posts had successfully pinged the posts referred to – that was a relatively simple bit of MySQL which I didn’t record, so I won’t bore you with it here.

Then I just needed to get a list of all posts that referred to other posts, which required another bit of MySQL along the lines of:

select * from 'wp_posts' where 'post_content' like '%'

That finds links to posts, and won’t include posts that have URLs of images. Armed with that list, exported into a spreadsheet for easy reference, all I have to do is edit each one and save it. That causes the ping to be sent again. Well, nearly. It seems that when you save a post, WordPress is very polite, and sends only one ping to any given site, even if it’s the same one that’s sending the ping. So any posts which refer to multiple other posts need to be saved several times. Oh, and because the pings are seen to be coming from different posts, I also have to approve each one. Fun. I’ve made a good start, and I’m sure I’ll catch up eventually…

All of which leads me to the problem. If you look at the bottom of a single post on this site, you’ll see any comments listed like this:



And if you click on the word “Ping” (or Pings, if there’s more than one), you’ll see those:



Cool. But after much editing, I noticed a problem. Any post that had no comments, but one or more pings didn’t quite behave. The “Pings” heading wasn’t clickable, and so there was no way to make the pings show up. Having done the traditional checks (WordPress and theme fully up to date), I reported the issue on the theme’s support forum.

Now the best I was hoping for was a suggestion of something to tweak, or maybe a confirmation that it was a bug with a promise of a future fix. And I wasn’t really expecting that for a day or two.

Instead, within twelve hours, I got a response from the developer, stating it would be fixed in a forthcoming release, together with a link to a replacement comments.php file and a bit of CSS which would give me the fix right now.

I gave it a try, and it works  :bouncy:

That’s a quick resolution to my problem, which makes me even happier with Graphene than I was already. It’s the first theme I’ve used that hasn’t made me need to either edit it, or use a child theme.

[1] Or insanity, if you prefer
[2] Pings are sort of automatic comments – when you make a post that refers to another weblog post, the server sends a message that says hello to the post you’re commenting on. This can be cool if you want to know who’s talking about your stuff. Or within your own site, you can see if newer posts are referring to the one you’re reading. Some people don’t like internal pings, and there are plugins to stop them happening. As I was using the cross reference thingy, I’d disabled them here.
[3] It seemed like a good idea at the time.
[4] Well, in my case, removing a function from a general purpose plugin I use for various purposes

5 thoughts on “Now that’s what I call support

  1. Josh Lobe

    Now that’s what I call one satisfied customer!! Hi, I’m a moderator over at Graphene. I just wanted to stop and personally thank you for writing this article. I am extremely pleased you enjoy using the theme as much as we do.

    On a side note, I see you like smilies. I also write plugins, and you might want to give my “Moods Addon for Ultimate Tinymce” a try. You can find it by searching the plugins in the wordpress repository.

    Again, thanks for the kind words to the developer!

    PS – I like the footnotes!

    1. Les Post author

      Thanks Josh – I’m a recent convert to Ultimate TinyMCE, and finding it’s working very nicely. I’ll have a look at the Moods Addon later.

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