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

[DeltaQuad Wikipedia]

+1, the interface still confuses me at somepoints today.

But I have to ask, are we getting everything we need with an OTRS update to
the new version, or are we settling for a medioker (excuse my spelling, it
is late). Is it a better idea to have wikimedians (maybe through grants,
idk) build something open source and cc-whatever? That way fixes can be
made and we can get many devs (broad sense of the term) fixing bugs of a
new system.

DeltaQuad - Mobile phone
English Wikipedia Administrator and Checkuser
On Feb 20, 2013 11:35 PM, "Rjd0060" <rjd0060.wiki at gmail.com> wrote:

> On Wed, Feb 20, 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 running outdated software, the Wikimedia Foundation apparently being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
> >
> >
> >
> >
> >
>
> I've been working on OTRS since 2008 and have been an OTRS administrator
> for much of that time.  As somebody who devotes a lot of his time to
> OTRS-related work, I'm extremely disappointed in the lack of support the
> OTRS team has been dealing with.  As MZMcBride points out, there are a
> number of reasons why the software needs to be updated.
>
> Last year, we handled roughly 40,000 general inquiries in over 35
> languages.[1]  This alone should be a convincing reason as to why we should
> have at least somewhat up-to-date software, clean of security issues and
> other problems.[2]
>
> While I realize that there have been other priorities, I would have thought
> that with 3 years of waiting, eventually OTRS would be important enough for
> somebody to give some much needed attention to.
>
> [1] -
>
> https://blog.wikimedia.org/2013/01/24/the-incredible-work-of-the-wikimedia-volunteer-response-team/
> [2] -
>
> https://bugzilla.wikimedia.org/buglist.cgi?bug_status=NEW&bug_status=ASSIGNED&bug_status=REOPENED&component=OTRS&product=Wikimedia
>
> --
>
> Ryan
> User:Rjd0060
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