On 14 November 2012 17:44, HJ Mitchell hjmitchell@ymail.com wrote:
We get all sorts of general enquires, feedback, and other things that probably should go elsehwhere. It adds up to thousands of tickets a week. Try finding the urgent BLP complaints amongst that lot, bearing in mind that OTRS agents are volunteers and that we have other commitments on Wikipedia, not to mention in real life.
Triage is all, and if OTRS isn't set up to make it easy then it should be. (General point about volunteers' time being valued, and "free" software being a misnomer as soon as you do that.)
BTW http://en.wikipedia.org/wiki/Wikipedia:Wikipedia_Signpost/2012-11-12/News_an... is relevant to th whole debate.
Charles