Hi everyone,
it is my pleasure to announce the release of the 2014 annual report on Wikimedia's OTRS and specifically the Volunteer Response Team's activities. Please find it at
https://tools.wmflabs.org/otrsreports/annual/2014
If you have any questions or comments, please leave them at https://meta.wikimedia.org/wiki/Talk:OTRS/Reports/2014.
About OTRS/the Volunteer Response Team: The Volunteer Response Team is the group of volunteers that handles email traffic related to the Wikimedia projects, from general inquiries to file permission emails. The software they use is called OTRS, and our installation of OTRS is also used by several other users within our movement, including chapters, WMF staff, oversighters, Wikimania organizers etc. For more information, see https://meta.wikimedia.org/wiki/OTRS.
On behalf of the OTRS administrators, Patrik (User:Pajz)
Thank you for this fascinating report, and this is another opportunity to thank all OTRS agents across the movement, for their tireless and largely-unsung work. I, for one, make it a point to mention and advocate for OTRS.
I am curious in my volunteer capacity about the prominence of the commons-permissions-he queue among other permission queues and relative to the size of the Hebrew Wikipedia. Does anyone have a good theory to explain it?
A.
On Wed, Feb 25, 2015 at 7:48 AM, pajz pajzmail@gmail.com wrote:
Hi everyone,
it is my pleasure to announce the release of the 2014 annual report on Wikimedia's OTRS and specifically the Volunteer Response Team's activities. Please find it at
https://tools.wmflabs.org/otrsreports/annual/2014
If you have any questions or comments, please leave them at https://meta.wikimedia.org/wiki/Talk:OTRS/Reports/2014.
About OTRS/the Volunteer Response Team: The Volunteer Response Team is the group of volunteers that handles email traffic related to the Wikimedia projects, from general inquiries to file permission emails. The software they use is called OTRS, and our installation of OTRS is also used by several other users within our movement, including chapters, WMF staff, oversighters, Wikimania organizers etc. For more information, see https://meta.wikimedia.org/wiki/OTRS.
On behalf of the OTRS administrators, Patrik (User:Pajz)
Wikimedia-l mailing list, guidelines at: https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines Wikimedia-l@lists.wikimedia.org Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, mailto:wikimedia-l-request@lists.wikimedia.org?subject=unsubscribe
On Wed, Feb 25, 2015 at 2:39 PM, Asaf Bartov abartov@wikimedia.org wrote:
Thank you for this fascinating report, and this is another opportunity to thank all OTRS agents across the movement, for their tireless and largely-unsung work. I, for one, make it a point to mention and advocate for OTRS.
+1! The OTRS volunteers are heroes.
-- phoebe
p.s. The report layout/webpage is lovely! could it be used for other reports?
Hi.
Re: https://tools.wmflabs.org/otrsreports/annual/2014
phoebe ayers wrote:
p.s. The report layout/webpage is lovely! could it be used for other reports?
I'm curious about this as well. I see that source code is mentioned at https://tools.wmflabs.org/otrsreports/index.html, but I didn't see a link off-hand. If a code repository exists somewhere that people could contribute to, it might be nice to add a link in the footer. Just poking around the HTML page source, the report seems to be built using at least jQuery, Bootstrap, and xtable. Very neat, I'd be interested to learn more.
I also left a note on the wiki talk page about preserving this report. I'm pretty concerned that these micro-sites won't last nearly as long as the wikis, which is probably fine and to be expected, but I want to make sure we don't lose important historical data.
https://meta.wikimedia.org/wiki/Talk:OTRS/Reports/2014#Preserving_history
MZMcBride
This is a great report on a truly amazing job! Thank you Patrik and all OTRS agents across the movement, I'm a fan of yours. Kasia
2015-02-26 7:32 GMT+01:00 MZMcBride z@mzmcbride.com:
Hi.
Re: https://tools.wmflabs.org/otrsreports/annual/2014
phoebe ayers wrote:
p.s. The report layout/webpage is lovely! could it be used for other reports?
I'm curious about this as well. I see that source code is mentioned at https://tools.wmflabs.org/otrsreports/index.html, but I didn't see a link off-hand. If a code repository exists somewhere that people could contribute to, it might be nice to add a link in the footer. Just poking around the HTML page source, the report seems to be built using at least jQuery, Bootstrap, and xtable. Very neat, I'd be interested to learn more.
I also left a note on the wiki talk page about preserving this report. I'm pretty concerned that these micro-sites won't last nearly as long as the wikis, which is probably fine and to be expected, but I want to make sure we don't lose important historical data.
https://meta.wikimedia.org/wiki/Talk:OTRS/Reports/2014#Preserving_history
MZMcBride
Wikimedia-l mailing list, guidelines at: https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines Wikimedia-l@lists.wikimedia.org Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, mailto:wikimedia-l-request@lists.wikimedia.org?subject=unsubscribe
Hi, thank you all for your feedback. Asaf and MZMcBride, I'll try to answer your questions in one email, hope that's fine:
Asaf,
I am curious in my volunteer capacity about the prominence of the commons-permissions-he queue among other permission queues and relative to the size of the Hebrew Wikipedia. Does anyone have a good theory to explain it?
I don't really know about it, and volunteers from that queue probably could share more insights, but I'd just note that, first, he doesn't also have a permissions-he queue (as opposed to -de, -en, etc., which all have two permissions queues, one for Commons and one for other projects), and, second, there are two people who sent in more than a fifth of all tickets responded to in 2014 (> 200 tickets), which is somewhat high. Indeed, if you look at the 10 most frequent customers you find that they account for almost 400 tickets, which might explain how even a small language/Wiki community can have quite a busy queue.
MZMcBride,
[...] I'm curious about this as well. I see that source code is mentioned at https://tools.wmflabs.org/otrsreports/index.html, but I didn't see a link off-hand. If a code repository exists somewhere that people could contribute to, it might be nice to add a link in the footer. Just poking around the HTML page source, the report seems to be built using at least jQuery, Bootstrap, and xtable. Very neat, I'd be interested to learn more.
I've added a link. Nothing fancy, really. I just wrote the HTML from scratch based on Bootstrap with the TOC borrowed from someplace I don't remember (but the Bootstrap team uses it in their own documentation as well); the tables look the way they look because of bootstrap-table (http://bootstrap-table.wenzhixin.net.cn/); the two "interactive" (simple) charts were made using Chart.js (http://www.chartjs.org/); xtable is an R package (I've used R for the analytical parts that I did) which has a function to print R data tables/frames as HTML tables, so that was all just copy&paste. All static. The bar charts were created using ggplot2 and the plot.ly R API (https://plot.ly/ggplot2/). Not sure if that's what you wanted to know, but I hope it helps ;).
Regarding long-term archival of the report, I've answered at https://meta.wikimedia.org/wiki/Talk:OTRS/Reports/2014#Preserving_history (in short: yes, there will be a PDF, and the web version has also been saved via archive.org).
Best, Patrik
On 26 February 2015 at 11:48, Kasia Odrozek kasia.odrozek@wikimedia.de wrote:
This is a great report on a truly amazing job! Thank you Patrik and all OTRS agents across the movement, I'm a fan of yours. Kasia
2015-02-26 7:32 GMT+01:00 MZMcBride z@mzmcbride.com:
Hi.
Re: https://tools.wmflabs.org/otrsreports/annual/2014
phoebe ayers wrote:
p.s. The report layout/webpage is lovely! could it be used for other reports?
I'm curious about this as well. I see that source code is mentioned at https://tools.wmflabs.org/otrsreports/index.html, but I didn't see a link off-hand. If a code repository exists somewhere that people could contribute to, it might be nice to add a link in the footer. Just poking around the HTML page source, the report seems to be built using at least jQuery, Bootstrap, and xtable. Very neat, I'd be interested to learn more.
I also left a note on the wiki talk page about preserving this report. I'm pretty concerned that these micro-sites won't last nearly as long as the wikis, which is probably fine and to be expected, but I want to make sure we don't lose important historical data.
https://meta.wikimedia.org/wiki/Talk:OTRS/Reports/2014#Preserving_history
MZMcBride
Wikimedia-l mailing list, guidelines at: https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines Wikimedia-l@lists.wikimedia.org Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, mailto:wikimedia-l-request@lists.wikimedia.org?subject=unsubscribe
-- Kasia Odrozek Vorstandsreferentin / Executive Advisor
Wikimedia Deutschland e.V. | Tempelhofer Ufer 23-24 | 10963 Berlin Tel. +49 (030) 219 158 260 Mobil: +49 151 46752534
http://wikimedia.de http://www.wikimedia.de/
Wikimedia Deutschland - Gesellschaft zur Förderung Freien Wissens e.V. Eingetragen im Vereinsregister des Amtsgerichts Berlin-Charlottenburg unter der Nummer 23855 B. Als gemeinnützig anerkannt durch das Finanzamt für Körperschaften I Berlin, Steuernummer 27/681/51985. _______________________________________________ Wikimedia-l mailing list, guidelines at: https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines Wikimedia-l@lists.wikimedia.org Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, mailto:wikimedia-l-request@lists.wikimedia.org?subject=unsubscribe
pajz wrote:
MZMcBride,
[...] I'm curious about this as well. I see that source code is mentioned at https://tools.wmflabs.org/otrsreports/index.html, but I didn't see a link off-hand. If a code repository exists somewhere that people could contribute to, it might be nice to add a link in the footer. Just poking around the HTML page source, the report seems to be built using at least jQuery, Bootstrap, and xtable. Very neat, I'd be interested to learn more.
I've added a link. Nothing fancy, really. I just wrote the HTML from scratch based on Bootstrap with the TOC borrowed from someplace I don't remember (but the Bootstrap team uses it in their own documentation as well); the tables look the way they look because of bootstrap-table (http://bootstrap-table.wenzhixin.net.cn/); the two "interactive" (simple) charts were made using Chart.js (http://www.chartjs.org/); xtable is an R package (I've used R for the analytical parts that I did) which has a function to print R data tables/frames as HTML tables, so that was all just copy&paste. All static. The bar charts were created using ggplot2 and the plot.ly R API (https://plot.ly/ggplot2/). Not sure if that's what you wanted to know, but I hope it helps ;).
Regarding long-term archival of the report, I've answered at <https://meta.wikimedia.org/wiki/Talk:OTRS/Reports/2014#Preserving_history
(in short: yes, there will be a PDF, and the web version has also been saved via archive.org).
You and the rest of the OTRS admin team are wonderful. Thank you very much for putting together 2014's report; both its content and its appearance are great. And thank you for the quick and helpful replies. :-)
MZMcBride
Patrik and everyone else involved in this -- this is pretty amazing work. Thanks for everything you do, and thank you for documenting it so clearly.
This is a quite wonderful report, and interesting data. Thank you, Patrik.
On Wed, Feb 25, 2015 at 10:48 AM, pajz pajzmail@gmail.com wrote:
Hi everyone,
it is my pleasure to announce the release of the 2014 annual report on Wikimedia's OTRS and specifically the Volunteer Response Team's activities. Please find it at
https://tools.wmflabs.org/otrsreports/annual/2014
If you have any questions or comments, please leave them at https://meta.wikimedia.org/wiki/Talk:OTRS/Reports/2014.
About OTRS/the Volunteer Response Team: The Volunteer Response Team is the group of volunteers that handles email traffic related to the Wikimedia projects, from general inquiries to file permission emails. The software they use is called OTRS, and our installation of OTRS is also used by several other users within our movement, including chapters, WMF staff, oversighters, Wikimania organizers etc. For more information, see https://meta.wikimedia.org/wiki/OTRS.
On behalf of the OTRS administrators, Patrik (User:Pajz)
Wikimedia-l mailing list, guidelines at: https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines Wikimedia-l@lists.wikimedia.org Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, mailto:wikimedia-l-request@lists.wikimedia.org?subject=unsubscribe
The Communications team relies on OTRS volunteers every week, so I really enjoyed reading this report and learning more about your critical contribution to our movement. I passed this along to some of our colleagues outside the WMF that help support media inquiries, and got this response that I wanted to share:
"Wow....OTRS is kind of magical. It's incredible that it's mostly handled by volunteers -- amazing humans! Thanks for sharing :)"
Thank you again for all the wonderful work you do!
Katherine
On Tue, Mar 3, 2015 at 5:45 PM, Samuel Klein meta.sj@gmail.com wrote:
This is a quite wonderful report, and interesting data. Thank you, Patrik.
On Wed, Feb 25, 2015 at 10:48 AM, pajz pajzmail@gmail.com wrote:
Hi everyone,
it is my pleasure to announce the release of the 2014 annual report on Wikimedia's OTRS and specifically the Volunteer Response Team's activities. Please find it at
https://tools.wmflabs.org/otrsreports/annual/2014
If you have any questions or comments, please leave them at https://meta.wikimedia.org/wiki/Talk:OTRS/Reports/2014.
About OTRS/the Volunteer Response Team: The Volunteer Response Team is the group of volunteers that handles email traffic related to the Wikimedia projects, from general inquiries to file permission emails. The software they use is called OTRS, and our installation of OTRS is also used by several other users within our movement, including chapters, WMF staff, oversighters, Wikimania organizers etc. For more information, see https://meta.wikimedia.org/wiki/OTRS.
On behalf of the OTRS administrators, Patrik (User:Pajz)
Wikimedia-l mailing list, guidelines at: https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines Wikimedia-l@lists.wikimedia.org Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, mailto:wikimedia-l-request@lists.wikimedia.org?subject=unsubscribe
-- Samuel Klein @metasj w:user:sj +1 617 529 4266 _______________________________________________ Wikimedia-l mailing list, guidelines at: https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines Wikimedia-l@lists.wikimedia.org Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, mailto:wikimedia-l-request@lists.wikimedia.org?subject=unsubscribe
wikimedia-l@lists.wikimedia.org