It isn't a terribly rewarding role and burnout is common. Triage won't solve the problem as there are so many complaints that aren't simple to deal with satisfactorily, and we already have a system in place for it which may creak but works better than nothing. Recruitment isn't easy because it isn't something many Wikipedians really want to do. Pending changes would probably help a lot but many editors have no idea of what OTRS do and those who do probably don't understand the scale of the problem or the consequences of not dealing firmly with it. Doug
On Wed, Nov 14, 2012 at 5:56 PM, Thomas Morton <morton.thomas@googlemail.com
wrote:
On 14 November 2012 17:52, Charles Matthews < charles.r.matthews@ntlworld.com> wrote:
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.
Sadly it isn't. There are several queues, but probably not enough for effective triage (i.e. most of it ends up in quality or courtesy). There is also an "urgency" attribute on tickets that can be changed - but this only puts them higher up the queue (which a lot of people work on from the end).
Moving tickets is a pain - you have to scan through a dropdown menu mostly consisting of unrelated other-language tickets to find the english queues, then pick one & hit submit. At which point the queue you are on is reloaded, and if you happened to have been on e.g. a ticket or differnet queue in another tab you will end up there...
Pain in the..
:P
Tom
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