On Fri, 17 Jul 2020 at 02:47, Pete Forsyth <peteforsyth(a)gmail.com> wrote:
We would be better off if
there were clearly articulated, published policies for OTRS
Indeed.
I think Andy wants to hold somebody responsible for
the
absence of those things
You are mistaken; and I have complained previously in this thread and
in the on-wiki discussion about other people attempting to ascribe to
me motives or intentions that are not mine.
I am unsure why this happens, why people are so bad at it, or what
purpose it is supposed to achieve.
Please do not do so.
But I would very much support an effort to draft,
review, and publish
policies and procedures going forward.
This is the wrong order; we /first/ need OTRS (or whoever oversees
OTRS, though five months after asking, we still don't know who that
is, if anyone) to publish its existing policies etc; then we can
review them; then we can, if necessary, draft and propose changes or
additions. And report any instances where OTRS agents are not acting
within them.
For what it's worth, I was an OTRS agent for
several years; but, precisely
because of the absence of policies
This was presumably historical, because we have been told that there
are (now) polices, but they are (partly, perhaps mostly) on a
non-public wiki.
--
Andy Mabbett
@pigsonthewing
http://pigsonthewing.org.uk