Hello,
This is the first time that I heard that the rules and policies of a
volunteer body are confidential. As a CU and OS we don't have any
confidential policy (confidential data, sure)
Can you elaborate more?
On Mon, Jul 6, 2020 at 7:52 PM Jonatan Svensson Glad <
gladjonatan(a)outlook.com> wrote:
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>gt;. 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
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