I agree with Tomek here.
And let me emphasize that not all OTRS admins have access to all queues: in
fact, I think only the admins do. OTRS is a very fast system with queues
per project and again per language, and access is given per queue. A queue
is mostly created per Wikimedia project and language, except for the
subject-related queue like WLX which is just for the competitions, and
maybe chapters and WMF. Most of us only have access to a few queues, if
more then one.
But this access comes with knowledge, so if you are concerned about a
person's knowledge on the subject of the emails they are handling, just
reach out to one of the OTRS admins and express your concerns.
Vriendelijke groet,
Ciell
Op di 7 jul. 2020 om 08:47 schreef Tomasz Ganicz <polimerek(a)gmail.com>om>:
pon., 6 lip 2020 o 19:52 Jonatan Svensson Glad
<gladjonatan(a)outlook.com>
napisał(a):
Some quick non-answer (better knows as
!answers):
1. what are OTRS' rules and policies?
I’m unable to answer this due to the Confidentiality Agreement all OTRS
agents sign. <https://phabricator.wikimedia.org/L45> Any and all
information on the OTRS wiki is private. OTRS wiki is used as a private
workspace restricted to Wikimedia Foundation staff, chapter
representatives, and Volunteer Response Team members, and is is strictly
confidential.
Well, please do not create conspiracy theories... Actually, as far as I
understand my role as an OTRS volunteer - there are no any special rules
for OTRS except some technical, civility aspects and confidentiality of
mailing with individuals - as OTRS volunteers generally should simply
follow local wiki policies when answering questions, and in case of
permission cases - general copyright policies of Commons and local wikis.
WIth copyright policies on Commons - there is a problem of its complexity -
and there are cases when there is no easy answer. Anyway - copyright
related decisions of OTRS volunteers on Commons are screened from time to
time by Commons admins having access to OTRS.
Regarding privacy issues - OTRS volunteers can be reported to the Ombudsman
Commission and during my serving in this Commision there were cases related
to OTRS.
--
Tomek "Polimerek" Ganicz
http://pl.wikimedia.org/wiki/User:Polimerek
http://www.ganicz.pl/poli/
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