[Wikimedia-l] Wikimedia Foundation's support of OTRS

[Gregory Varnum]

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 at 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 running outdated software, the Wikimedia Foundation apparently being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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