The WMF has spent the last 4 years developing a strategy to take us to 2030
everything was on the table. OTRS is the one chink in that process that
needs to address community concerns I'm all for improving every system we
use.
I think it would be good if someone stepped up to hold some discussions and
walk through on how the system works, and what we as agents deal with.
It's best that the community is informed on the processes so that they can
get an understanding and help address concerns being raised as well as
collaborate on finding solutions where the system is falling over.
The starting point must be who, where within the WMF structures is there
oversight of OTRS given its agents are speaking for the WMF as well.
On Tue, 21 Jul 2020 at 07:03, Andy Mabbett <andy(a)pigsonthewing.org.uk>
wrote:
On Mon, 20 Jul 2020 at 23:29, Nathan
<nawrich(a)gmail.com> wrote:
Tomasz notes, correctly, that OTRS agents on *general
info queues* (which he distinguished from permission queues) just answer
questions, they don't exercise authority. Andy's reply is both
argumentative and inaccurate.
Mea culpa. In the initial discussion on Wikidata, and in the
discussion on the OTRS noticeboard on Commons, we were told, more than
once, by OTRS agents, that the images had been sent to "OTRS
photo-submissions". I assumed that a "photo-submissions" queue was a
form of "general info queue", since it is distinct from a permissions
queue.
For that, my apologies to Tomasz.
Tomasz could easily be on-side for genuine
reform. He's an insider at OTRS who acknowledges room for improvement.
But
it wouldn't surprise me if this response
converts him to an opponent.
I'd like to think I know Tomasz well enough - having met him several
times, including being his guest in Warsaw - to know he's not that
fickle.
--
Andy Mabbett
@pigsonthewing
http://pigsonthewing.org.uk
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