This could be a good project for one of the developing MediaWiki Groups.

MediaWiki Group San Francisco is already approved by AffCom and eligible for grants.

-greg aka varnent

On 20 Feb, 2013, at 11:25 PM, MZMcBride z@mzmcbride.com wrote:

Hi.

OTRS (https://ticket.wikimedia.org/) is a critical piece of Wikimedia's infrastructure. It currently handles nearly all customer service inquiries directed at Wikimedia. Trusted volunteers triage and respond to this e-mail.

Wikimedia is currently running OTRS version 2.4. The most recently released OTRS version is 3.2. There's been an outstanding request to update Wikimedia's OTRS installation for just shy of three years now: https://bugzilla.wikimedia.org/22622. OTRS' inventor kindly offered to donate his time to help with an upgrade, but due to a number of factors, this has become an untenable solution.

Given the bug's fast-approaching birthday, the security concerns of running outdated software, the Wikimedia Foundation apparently being overburdened and uninterested in maintaining this piece of software, and mounting volunteer frustration, I'm wondering whether this is an area where the Wikimedia chapters or some other group might be able to lend a hand in supporting the maintenance of this piece of important infrastructure. Broadly, the Wikimedia Foundation isn't acting on this issue and it seems to have little interest in maintaining or supporting this software any longer.

Given recent discussion about various Wikimedia movement roles, I'm wondering whether a Wikimedia chapter or a grant or some other movement player could either take on supporting the existing OTRS installation (by hiring a contractor), evaluating and implementing better/different response software, and/or moving the response system elsewhere.

MZMcBride

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