OTRS

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OTRS

The OTRS (Open-source Ticket Request System) is used to handle queries, complaints, and comment e-mails from the public. Volunteers trusted to give courteous and helpful responses are given access to the system which operates under the auspices of the Communications committee of the WMF Board of trustees.

If you disagree with an OTRS action and would like it reviewed by other OTRS volunteers, log it at OTRS/review.

More volunteers are always needed. Information about volunteering for the English-language "info" queue can be found on OTRS/info-en recruiting, and a proposed introduction for new users can be found on OTRS/introduction. Otherwise, if you are an experienced editor and feel qualified to help answering emails in your language, please ask the contact for your language. If you would like an email address for a project/language that does not yet have a queue in OTRS, please contact an OTRS admin to set one up.

It is possible to define standard "template" answers to frequently asked questions. If you would like to add some for your queue, please visit OTRS wiki. After that, drop one of the admins a note so that they can be added to the system.

There is also an IRC channel, mailing list and article monitoring system dedicated to Wikimedia OTRS.

Contents

[edit] Queues

[edit] Foundation and chapters

  • Board: This queue is no longer used; messages should be sent to the appropriate language queue or directly to the appropriate person(s) or committee.
  • Donations: currently a sub-queue of info-en. PayPal receipts link to this address, and moneybooker notifications are sent to it.

[edit] Info

[edit] Permissions

[edit] Miscellaneous

  • Junk Spam. To train the bayesian filters for the spam detector. Move commercial bulk email to this queue. Don't move well-meaning but pointless enquiries here -- close them instead.
    Should image spam with random words the filter shouldn't filter, be closed or junked? Junked.
  • Probably-Spam filtered email
  • Raw
  • Urgent-en serious items, see also #Legal
  • bilderwettbewerb
  • issues
  • jobs CVs for WM positions
  • translation: Translation related inquiries on the Foundation level; local project related requests are expected to go directly to the corresponding info queues.
    • contact: Aphaia
    • people: Aphaia, SabineCretella, Jd, Arria Belli, Sj, Solensean, Zocky, Yuyu.
    • templates
  • dal-feedback: Feedback address for the list daily-article-l (a subqueue of info-en)
  • rma-tampa
  • spcomm Special projects committee
  • stewards: private requests to stewards, mostly oversight
  • strange stuff multilingual archive for the funniest and strangest emails. If someone wants to sell Wikimedia a 4000 year old human skeleton, it's a case for strange stuff ;-)
  • Noc: Network troubles
    • people: brion, jeronim, jeluf, hashar, austin, kate, tim starling, robh
  • wcn Wikimedia Conference Netherlands
  • photosubmission: For people to send photos when they can't figure out (or can't be bothered to learn) how to upload and add images. See also en:Wikipedia:Contact us/Photo submission.

[edit] Donations

  • Wm-donations: Inquiries related to donations to Wikimedia Foundation; accessible by various Foundation personnel as well as fundraising volunteers.
    templates - Email responses related to queue.

[edit] Legal

  • Legal: legal issues, generally ones forwarded from other queues. The queue is accessible by various Foundation, chapter, legal, and technical people.

[edit] Press

[edit] Unblock

[edit] Wikimania

  • Wikimania: addresses for Wikimania organisation (cfp, registration, press, scholarships)

[edit] Accounts on OTRS

  • Contacts (contact those people if you want to add a template or start a queue in your language).
Avatar, bastique, da_didi, Elian, Frieda, guillom, Jkelly, Jredmond, Mindspillage, notafish, UninvitedCompany


[edit] See also

[edit] Help stuff

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