From Meta, a Wikimedia project coordination wiki
Jump to: navigation, search
OTRS Wikimedia.svg

Open-source Ticket Request System

For prospective volunteers

Volunteering for OTRS

The OTRS team always welcomes new volunteers to help with answering tickets. Nonetheless, to ensure the quality of service and given the confidential nature of the work, there is a selective application procedure.

The OTRS administrators are a group of highly-trusted and experienced volunteers who assess your application to join the OTRS team. When assessing an application, they familiarize themselves with your work on the Wikimedia projects to ensure that you are suitable as an addition to the OTRS team. It therefore takes some time before you receive a response regarding your application.

How do I volunteer?

If you are interested in volunteering, please read OTRS/Recruiting for information about what the job entails. Feel free to join #wikimedia-otrsconnect to ask any questions that you might have with regard to Wikimedia OTRS. Before applying, please ensure that you are:

  • Willing to work on difficult, sensitive, and at times hostile messages
  • Courteous, skilled at resolving disputes, friendly – even in the face of hostility – sensitive to the needs of outsiders, and have exemplary discretion
  • Willing to provide identification to the Wikimedia Foundation if necessary, considering the access to nonpublic data policy
  • 16 years of age or older

Please review the list of queues prior to submitting your application, and apply for all of those queues where you think you'd be able to help.

  • The OTRS team is especially interested in users who are entrusted with any special tools on local projects (sysop, bureaucrat, checkuser, etc.), though this is not an absolute requirement.
  • Please also add links to help desk posts, talk pages, or other discussions you think are relevant.
  • Language skills – other than English – are also highly appreciated. Additional help in language queues is highly needed and we'd like to know if you are able to help in any other language.
  • If you already have access to OTRS, and you'd like to get access to additional queues, you typically don't need to apply here. Ask on otrswiki:Administrator requests.
German-speaking volunteers Flag of Germany.svg Flag of Austria.svg Flag of Switzerland.svg Flag of Liechtenstein.svg

If you'd like to volunteer for the info-de queue, please apply locally by following the instructions at de:Wikipedia:Support-Team#Mitarbeit im Support-Team.

Dutch-speaking volunteers Flag of the Netherlands.svg Flag of Belgium.svg Flag of Suriname.svg

If you'd like to volunteer for the info-nl queue, please apply below and send an email to contact-nl-at-lists.wikimedia.org for the team to assess your application.

Please add your application and also send an e-mail to volunteers-otrs-at-wikimedia.org linking to your application on this page and giving your age. Please do so each time you apply.



  • Babel / Languages you can reply in: Portuguese, English-2, Italian-2, Spanish-1
  • Your most active user talk page(s): w:pt:user talk:Sturm
  • Email sent?: ?
  • Queues you would like access to: info-pt, permissions-pt, Wikimedia Brasil, educacao@wikimedia.org (new queue)

I'd like to help out on OTRS maily because I want to answer question on the queue to be created for educacao@wikimedia.org but I will be willing to help answering emails on info-pt, permissions-pt, and Wikimedia Brasil.

I am an admin in Wikipedia.pt since 2005, as well in Wikiquote.pt. I am also admin in the Br.wikimedia. In Commons I am an auto-patrolled and "Campaign editor". Just like Lechatjaune said above, the educational program in Brazil has been led by the Brazil Catalyst Project. This project funded by WMF will not be renewed. A discussion on our community led to the decision of transpose this email address to OTRS ([1])). So, that is the reason I need OTRS access to keep on receiving emails sent to this address.
Regards, Sturm (talk) 01:50, 14 September 2014 (UTC)

Hi Sturm. As you indicated "?" above in the "Email sent?" field and we did not receive your email, I thought I should explain it a bit further. As stated above in a green box, and in a red box when you edit this page, are instructions to email volunteers-otrs-at-wikimedia.org with some information. Please send us this information at your convenience. If you have any questions feel free to ask. Thank you. Rjd0060 (talk) 03:53, 14 September 2014 (UTC)
I left a message to him about sending the mail.
As for the request, Sturm is a long-term contributor. Despite his large number of contribution on pt.wiki, he has also an important participation on external activities related with Education program in Brazil. Just another non-controversial request.—Teles «Talk to me ˱C L @ S˲» 04:59, 22 September 2014 (UTC)


  • Babel / Languages you can reply in: en-N, zh-2, fr/it/de-1
  • Your most active user talk page(s): w:User talk:M.O.X
  • Email sent?: Yes
  • Queues you would like access to: info-en, permissions-en, photosubmissions

I'd like to help out on OTRS because the bulk of my time in Admin coaching on the English Wikipedia was spent looking over policies relating to media submissions, the fair use rationale and image use policies. Additionally, I was the director of Featured Sounds there until it fell into inactivity. I have a competent understanding of United States and Australia copyright law and the Berne Convention (which Australia and the US are state-parties). I am of Chinese ancestry and have a conversational understanding of Mandarin and a fluency in my native Shanghainese. Additionally, I am learning Italian, French and German and have a small, but growing understanding of these languages.

I have a familiarity with dispute resolution, having written the English Wikipedia Signpost's Arbitration Report as the main contributing editor for several months. I was also involved with the Account Creations and Abuse Response teams on the English Wikipedia for some time and am very comfortable communicating/liaising with individuals and/or corporate entities. As far as interpersonal/communications skills are concerned, throughout my time in Abuse Response and Account Creations, I maintained a level-headed manner of communication. I acknowledge that my earlier time editing and my first month spent at ACC were somewhat heated, however, I learnt from my mistakes and did well to avoid making similar mistakes in the subsequent months that I spent working at ACC.

Overall, I feel that, in the time since my prior application, I have learnt more. I feel that I could make positive and helpful contributions as a member of the team. -- —James (talk) 07:03, 1 October 2014 (UTC)