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

[Tomasz Ganicz]

2013/2/21 Peter Gervai <grinapo at gmail.com>:
> On Thu, Feb 21, 2013 at 11:20 AM, Federico Leva (Nemo)
> <nemowiki at gmail.com> wrote:
>> Peter Gervai, 21/02/2013 11:04:
>>
>>> I can help supporting OTRS, and Wikimedia Hungary can officially
>>> support it as well. I do not intend to look for alternatives, partly
>>> because I'm quite happy with OTRS, partly because I haven't met
>>> anything better suiting this kind of job and partly because I'm not
>>> interested suporting something I do not know.
>>
>>
>> Interesting. Has hu.wiki ever considered to use a WM-HU hosted instance of
>> OTRS instead of the WMF one?
>
> Yes. It wasn't done because more often than not we got negative
> feedback from the foundation when we wanted to host some of our own
> services. Actually setting up a new one is quite simple, almost I'd
> say a matter of minutes, plus maybe a few hours with all the
> customisation (and thise we _severely_ miss by using the central
> administered one).

Actually there will be legal problem with personal data protection -
if it is going to be established in any EU country, as it will be
applicable to EU directive of personal data protection and also local
law regarding this issue, which is actually "harmonized" across EU
countries.

The other problem is, that the old system should be somehow preserved,
especially "permission" queues, because there are thousands of
templates on Commons and Wikipedias leading to the relevant OTRS
tickets.

I personally feel more comfortable if the OTRS system is maintained by
WMF and not by any small (or even larger) Wikimedia chapter - even my
own and even if it is done in very poor way....


-- 
Tomek "Polimerek" Ganicz
http://pl.wikimedia.org/wiki/User:Polimerek
http://www.ganicz.pl/poli/
http://www.cbmm.lodz.pl/work.php?id=29&title=tomasz-ganicz