OTRS/Volunteering

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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.

Notes
  • 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.

Gruznov[edit]

  • Babel/Languages you can reply in: Russian, English-2, French-2
  • Your most active user talk page(s): ru-wiki
  • Email sent: Yes
  • Queues you would like access to: info-ru, Permissions

I'd like to help out on OTRS because I'm sysop on Commons. Last year I requested heaps of photos for Wiki. And many people uploaded data but often theirs letters to OTRS team was ignored over a long period of time. Sometimes a photos was deleted and then...surprise!... restored. As a result I feel awkward (especially with VIPs) From time to time it's very difficult to explain a problem to my novice in wiki-affairs and find a mistake inasmuch as I cannot see OTRS tickets. I would like to reduce average response time. --Gruznov (talk) 13:31, 16 January 2015 (UTC)

Anupmehra[edit]

  • Babel / Languages you can reply in: English, Hindi
  • Your most active user talk page(s): en:User talk:Anupmehra
  • Email sent?: Yes
  • Queues you would like access to: info-en

I'd like to help out on OTRS because I think, I can. Ask me questions? -- Anupmehra -Let's talk! 22:11, 16 January 2015 (UTC)

I'm familiar with Anupmehra's work through the account creation team. Anupmehra is very helpful and goes out of the way to assist those who are having difficulty. He also tends to shy away from templated responses, which is always a plus. Anupmehra would be a great addition to the team. Mike VTalk 22:43, 16 January 2015 (UTC)

RegistryKey[edit]

  • English / Languages you can reply in: English
  • Your most active user talk page(s): User talk:RegistryKey
  • Email sent?: Yes
  • Queues you would like access to: info-en, Permissions

I'd like to help out on OTRS because I believe I can be of assistance to the program. I have prior experience with professional large customer-base ticket systems, however due to an NDA I cannot disclose specifics. I also have an interest in processing Files for Upload, in fact a personal favorite request of mine was when I helped the editor of a major university journal update the cover photo on his journal's Wikipedia entry, and feel I can only improve my ability to assist by being able to verify licenses for files in order to allow for them to be included on Wikipedia. While admittedly I recently applied for admin and was denied rather bluntly for WP:NOTNOW (or as some have said WP:NOTNOTNOW) I still am looking to expand my services I can offer Wikipedia. Large content creation may not be my forté, however I feel attention to detail and ensuring consistency and accuracy is, as well as helping new members understand what Wikipedia is and isn't. -- RegistryKey (talk) 17:04, 17 January 2015 (UTC)

Well, as of now RegistryKey has only 4 contributions on commons, I don't think Permissions queue is fit for him/her at this moment. ~ Nahid Talk 17:40, 23 January 2015 (UTC)
  • I recently declined RegistryKey's request for rollback on enwiki. I feel they need more experience before taking on this sort of responsibility. HJ Mitchell | Penny for your thoughts? 23:57, 23 January 2015 (UTC)

Dyolf77[edit]

  • Arabic / Languages you can reply in: Arabic, French, English-2
  • Your most active user talk page(s): commons:User talk:Dyolf77
  • Email sent?: Yes
  • Queues you would like access to: info-ar, info-fr, permissions-commons-ar, permissions-commons-fr

I'd like to help out on OTRS because I mainly contribute in Wikimedia Commons and take care of files uploaded by users from Tunisia, my country and from others Arabic countries. Some users, especially newcomers, are not familiar with Wikimedia Commons rules so I have to explain how it works and of course about the OTRS support. And I noticed that there are only two Arabic volunteers. -- Dyolf77 (talk) 23:00, 19 January 2015 (UTC)

Zen alramahi[edit]

I'd like to help out on OTRS because I speak Arabic, because Arabic-speaking volunteers very few . --Zen alramahi (talk) 16:42, 23 January 2015 (UTC)

Benoit Rochon[edit]

  • Babel / Languages you can reply in: French, English-4, Spanish-1
  • Your most active user talk page(s): w:fr:Discussion utilisateur:Benoit Rochon
  • Email sent?: Yes
  • Queues you would like access to: info-fr, permissions-commons-fr, permissions-fr.

Dear Wikimedians and OTRS admins, I would like to join the OTRS team because I like to help people who have concerns or questions about Wikimedia projects, for which I have endless love! Face-smile.svg I already do that for years in the program "Wikipedia:Adopt-a-user" (French version), and also within Wikimedia Canada where I am on the Board of Directors as the project manager. I am a Wikipedia Ambassador in Colleges/Universities and also a GLAM Wikipedian in residence at the Bibliothèque et Archives nationales du Québec. I actively participate to Wikimedia projects since 2006 (~74,000 global edits), I am also a sysop on Wikipedia-fr, on Wikimedia Commons and on Wikidata. I know (almost) all the rules of Wikipedia, I know the Wikimedia's organigram and I have a good knowledge about licenses and copyright. I have a high level of French writing, and in real life, for the past 20 years, I'm doing customer service & IT support for a Canadian Communication buisness and also for the family business.

For several years, I give face to face training to new Wikipedia users and I have a lot of patience to answer their questions. I give workshops at Bibliothèque et Archives nationales du Québec (see television news story), workshops are called "Wiki Tuesdays" (see WMF blog) where people keep on writing me to ask questions and I am pleased to respond at the best of my knowledge or if I can't, redirect them to the right place. In short, I would like to be part of the OTRS team to do what I like : helping people around Wikimedia projects. Of course, I can also reply to messages in the English queue, but for now, I would feel more comfortable to answer in my native language... Thank you for taking the time to evaluate my candidacy. Best regards. --Benoit Rochon (talk) 20:24, 24 January 2015 (UTC)