It isn&#39;t a terribly rewarding role and burnout is common. <br>Triage won&#39;t solve the problem as there are so many complaints that aren&#39;t simple to deal with satisfactorily, and we already have a system in place for it which may creak but works better than nothing.<br>
Recruitment isn&#39;t easy because it isn&#39;t something many Wikipedians really want to do.<br>Pending changes would probably help a lot but many editors have no idea of what OTRS do and those who do probably don&#39;t understand the scale of the problem or the consequences of not dealing firmly with it.<br>
Doug<br><div class="gmail_extra"><br><br><div class="gmail_quote">On Wed, Nov 14, 2012 at 5:56 PM, Thomas Morton <span dir="ltr">&lt;<a href="mailto:morton.thomas@googlemail.com" target="_blank">morton.thomas@googlemail.com</a>&gt;</span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div class="gmail_extra"><div class="gmail_quote"><div class="im">On 14 November 2012 17:52, Charles Matthews <span dir="ltr">&lt;<a href="mailto:charles.r.matthews@ntlworld.com" target="_blank">charles.r.matthews@ntlworld.com</a>&gt;</span> wrote:<br>

<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div>On 14 November 2012 17:44, HJ Mitchell &lt;<a href="mailto:hjmitchell@ymail.com" target="_blank">hjmitchell@ymail.com</a>&gt; wrote:<br>


<br>
&gt; We get all sorts of general enquires, feedback, and other things that<br>
&gt; probably should go elsehwhere. It adds up to thousands of tickets a week.<br>
&gt; Try finding the urgent BLP complaints amongst that lot, bearing in mind that<br>
&gt; OTRS agents are volunteers and that we have other commitments on Wikipedia,<br>
&gt; not to mention in real life.<br>
<br>
</div>Triage is all, and if OTRS isn&#39;t set up to make it easy then it should<br>
be. </blockquote><div> </div><div><br></div></div><div>Sadly it isn&#39;t. There are several queues, but probably not enough for effective triage (i.e. most of it ends up in quality or courtesy). There is also an &quot;urgency&quot; attribute on tickets that can be changed - but this only puts them higher up the queue (which a lot of people work on from the end).</div>

<div><br></div><div>Moving tickets is a pain - you have to scan through a dropdown menu mostly consisting of unrelated other-language tickets to find the english queues, then pick one &amp; hit submit. At which point the queue you are on is reloaded, and if you happened to have been on e.g. a ticket or differnet queue in another tab you will end up there...</div>

<div><br></div><div>Pain in the..</div><div><br></div><div>:P</div><div><br></div><div>Tom</div></div></div>
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