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.
2. where are those rules and policies documented, and why are they not public?
All rules and policies not stored on a local wiki (Commons, enwp, etc.) or Meta are stored
on the OTRS wiki <http://otrs-wiki.wikimedia.org>. Why, if any rules or policies
posted on OTRS wiki, are not public, I’m unable to answer this due to the Confidentiality
Agreement all OTRS agents sign.
3. where are those rules and policies discussed and decided?
If not discussed publicly on a local wiki (Commons, enwp, etc.) or Meta, they can be
discussed on e.g. the Café on the OTRS wiki <http://otrs-wiki.wikimedia.org> or on
the mailing list. Or, I guess, by ”decree" by WMF.
4. what is the process for getting those rules and policies changed (or reworded for
clarity)?
I’m unable to answer this due to the Confidentiality Agreement all OTRS agents sign.
5. how is OTRS overseen, and who by?
OTRS has 9 ”OTRS admins” <https://meta.wikimedia.org/wiki/OTRS#OTRS_administrators>.
I believe OTRS falls under the Communications committee’s purview, and perhaps T&S.
6. what is the approval process for an individual to become an OTRS agent?
Please see
https://meta.wikimedia.org/wiki/OTRS/Volunteering.
7. what is the process for the community to remove an individual’s OTRS permissions, if
they fail to uphold or abide by policy?
I do not know the answer to this question.
8. if an individual has been acting contrary to policy, what is the process for reviewing
and if necessary overturning their past actions (including contacting and apologising to
their correspondents)?
I’m unable to answer this due to the Confidentiality Agreement all OTRS agents sign.
9. which individuals can make someone an OTRS agent, or remove their permissions?
OTRS admins <https://meta.wikimedia.org/wiki/OTRS#OTRS_administrators>.
10. how are the individuals in #9 appointed and overseen?
I do not know the answer to this question.
Jonatan Svensson Glad
Josve05a