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

[Nicole Ebber]

Just a quick reply: We have been in touch with Martin Edenhofer a few
months ago and I will try to reach out to him today.

Best,
Nicole

On 21 February 2013 13:07, Sumana Harihareswara <sumanah at wikimedia.org> wrote:
> I am sorry for breaking threading; my "undigestify" plugin is giving me
> an error.
>
> I'm looking at <https://bugzilla.wikimedia.org/22622> -- "Upgrade
> Wikimedia OTRS installation from 2.4.x CVS to the latest version
> (3.2.1)" -- and I see that Wikimedia Foundation's Rob Halsell has been
> trying to get in touch with Martin Edenhofer, the OTRS inventor, to get
> him onto the next step of helping out.  If anyone knows Edenhofer and
> can ask him to reply, that would be great, even if it's just to say
> "sorry but this isn't something I can take on".  Resolving that will
> reduce the "cookie-licking"
> <http://communitymgt.wikia.com/wiki/Cookie_Licking> and make it easier
> for others to coordinate.
>
> I believe one thing that's needed is a clear commitment or confirmation
> from the Foundation -- do we plan to upgrade or replace OTRS, or not?
> If so, what is our timeframe? I've asked CT Woo, head of WMF Operations,
> to please comment on the bug or on the list.  Since there are security
> implications, I've also notified our Security Engineer, Chris Steipp, to
> remind him of the current situation.
>
> And another thing that's needed is clarity from WMF Legal on whether it
> would be okay for a chapter or other affiliated group to work on
> upgrading/moving/hosting/switching from OTRS, and whether there are EU
> data privacy restrictions.  So I've asked Legal for comment.  Once we
> understand that better, I can help Peter Gervai and Madman get going,
> whether to help with an in-place upgrade, a move, or something else;
> thank you so much for your offer!
>
> Rjd0060, thanks for the link to open bugs in WMF's Bugzilla about OTRS
> problems
> <https://bugzilla.wikimedia.org/buglist.cgi?bug_status=NEW&bug_status=ASSIGNED&bug_status=REOPENED&component=OTRS&product=Wikimedia>.
>  I've asked our Bug Wrangler, Andre Klapper, and our bug wrangling
> intern Valerie Juarez, to take a look at those tickets just to
> double-check their priority so it's clear what problems the out-of-date
> OTRS system is causing.
>
> I've also emailed labs-l to follow up on Madman's question regarding the
> status of <https://labsconsole.wikimedia.org/wiki/Nova_Resource:Otrs>
> (the OTRS Labs project).
>
> Thomas Morton, if you can forward me the note where the WMF promised an
> update to OTRS early this year, that would be great to help me chase
> this down. :-)
>
> I am glad that people have been bringing this up and pushing for a
> better toolset and experience for our volunteers.  Hope I can help.
>
> --
> Sumana Harihareswara
> Engineering Community Manager
> Wikimedia Foundation
>
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--
Nicole Ebber
International Affairs

Wikimedia Deutschland e.V. | Obentrautstr. 72 | 10963 Berlin
Tel. +49 30 219158 26-0

http://wikimedia.de

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