OTRS/IRC channel
From Meta, a Wikimedia project coordination wiki
< OTRS
- Note: This page is mirrored from the copy on the OTRS wiki, please submit changes there and not here.
 |
|
Channel for OTRS on freenode.
Channel address:#wikimedia-otrs
The OTRS IRC channel allows people who work on OTRS to interact with interested and trusted people in order to carry out the requests that come through the different wikimedia email addresses. We need constant attention to what complaints/requests/comments people send us through the various email addresses.
Contents |
[edit] Channel rules
The requests that come through OTRS can contain very sensitive information so please follow those very simple rules at all times.
- NEVER (EVER) give out in the channel, or on the wiki, any personal information (names, email address, specific places etc.).
- If for obvious reasons (i.e. the person who complains is the subject of the article) you need to give personal information, please do so in a private window to the person you think can take care of the problem.
- Do not copy paste the content of emails in the channel (except the really funny ones, and even then, remove names, email address, specific places etc.).
- Do not copy/paste or broadcast any information on other channels, in the wiki or anywhere else.
Anyone not respecting these simple rules will be kicked on sight.
[edit] You want to help?
If you're willing to help you're welcome. There are two ways you can help us.
[edit] Helping out by hanging out in the otrs channel
- If you don't want to be bothered with the system and don't want to answer emails, you can join the channel. Here is what the job entails.
- Be in the channel when you have time so the people who are working on the tickets can ask you to:
- Take down stuff in an article
- Rewrite part of an article
- Clean history (admin only)
- Go through AfD (Deletion process) action
- Preferred profile
- You are a trusted editor, preferably an admin on the wiki you work on.
- You are not afraid of editing sensitive articles
- You are not prone to edit wars
- You know the rules of your wiki in and out
- You have good writing skills (rewrite a POV part of an article etc.)
- Have good connections with people who can do all of the above.
[edit] Helping out on OTRS answering emails
- The job entails
- Dealing with lots (as in *lots*) of emails. But remember, the more of us, the fewer emails per person.
- Answering all kind of questions on all kinds of subjects. From "Your site has a security hole, anyone can edit" to "The equation in the molecular binomial scientific table has two errors, correct them."
- Doing some investigation ("Hi, the picture of Zip is really my picture, can you take it down?" [which project? Which picture exactly? Who is Zip? Can you give me the link to your picture and assure me it's you?]) and being very patient.
- Preferred profile
- You know your limits (what you can and what you can't answer, what you should answer and what you shouldn't)
- You know where to find the information on your wiki(s)
- You have a good knowledge of the terms of use of the projects
- You have a good understanding of the GFDL and other free licences
- You have some pedagogic skills and are able to explain how the wiki works. Some people get it, some people just don't.
- You have a good knowledge of who does what in Wikimedia (to be able to forward to the right people, move to the right queues)
