OTRS/Volunteering

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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.

Cliffsteinman[edit]

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

I have been using Wikipedia for quite some time and over the past couple years got more into the editing end of things. I got my reviewer and rollback rights around four years ago I believe. My edit count is surprisingly low when I went back and looked at it but much of my time used to be spent watching recent changes and that sort of thing...if only there was a timer for how much time you actually spent on the site. I'm not sure that accepting revisions counts as an edit, if not then that's why my count seemed low to me. My reviewer rights are well used and I wish there was a way to see how many articles I've reviewed. I spent a lot of time reading Wikipedia policies and being intensely familiar with various guidelines. I have worked in customer service before and am not easily shaken.

Currently, I'm keeping an eye on the LeBron James page, as it's a victim of edit warring with unconfirmed rumors. Check the talk page for my contributions there. This brought me to try and check other athletes currently in trade talks that are receiving uncited edits. My contribution history will show I have helped users create pages, I've created infoboxes, I'm friendly and helpful, and most of all despite my opinions or emotions on a topic, try to always do what's best for a worldwide source of information and collaboration.

I work for a bank in Ohio where I'm in charge of the desktop computers and have to follow very strict guidelines for security, confidentiality, and reporting to the government. I'm serving on the Board of Directors for two non-profit organizations and enjoy taking on new responsibilities. I believe I have what it takes to help Wikipedia and the users thereof in a greater capacity and have decided to submit an application. Thank you for your time reading this and feel free to contact me with any questions! Cliffsteinman (talk) 18:22, 17 July 2014 (UTC)

After reviewing some of the other queues, I'd also like to apply for permissions-en. There may be some less prevalent ones that I'm not aware of but I have a highly technical background as well and am very willing to learn new things so if one is usually backlogged, I'd be happy to help wherever I can. Cliffsteinman (talk) 22:41, 17 July 2014 (UTC)

Scoopfinder[edit]

  • Babel / Languages you can reply in: fr, en-4, de-3
  • Your most active user talk page(s): fr:User Talk:Scoopfinder
  • Email sent?: Yes
  • Queues you would like access to: info-fr@ permissions-fr@ and permissions-commons-fr@

Mostly active on Wikipédia FR, usually in maintenance, abusefilter editing and patrol but also by contributing directly to articles. I'd like to help out on OTRS because I like to give some of my time to Wikipedia. I am currently studying Business IT & Business Administration; this background will help me to respond correctly to the requests. I also know the Wikipedia policy for the pictures (Commons & the one from FR), so I would be able to help on the permissions(-fr)@ easily. If anything is missing, just contact me and I will give you more informations -- Scoopfinder (talk) 15:21, 20 July 2014 (UTC)

Hi Scoopfinder, I just went through some of your contributions at fr-wp and came across fr:George Barnett. May I ask you why this article was not imported from en-wp and why did you never finish its translation? Regards, AFBorchert (talk) 19:05, 20 July 2014 (UTC)
AFBorchert, what does this have to do with OTRS candidacy? That would be a fr.wiki issue, in my personal opinion and is quite irrelevant here. Rjd0060 (talk) 19:21, 20 July 2014 (UTC)
After talking with another admin on this, I see that the potential issue could be with copyright and the cut and paste creation of an article. Is this the problem? If so, please elaborate on the fr.wiki policy with regards to licensing attribution. Typically on en.wiki for example, such would be fine assuming the attribution was made in another suitable way (a link to the original article, etc.). Since wikis may have their own protocols it would be helpful if you could explain your question a bit more. Thanks in advance! Rjd0060 (talk) 20:07, 20 July 2014 (UTC)
This is exactly the point why I was asking. This is about access to info-fr and familiarity with Wikipedia procedures. In addition, Scoopfinder asks for access to permissions where I expect some familiarity with possible copyright issues. Hence, I wonder if it is common practice at fr-wp not to apply the import procedure and to leave an article half-translated in article space. As far as I understand the frwiki policy pages the procedure is documented, the aspect of preserving the attribution is mentioned, and it is possible to request an import at the general board for admin requests. However, according to the logs it is not done very often. But please do not misunderstand this question. Scoopfinder is surely quite experienced at fr-wp. I just tend to browse through content contributions in case of such applications and came across this case which arose my curiosity. In my opinion, a correct import of articles is important as we should care about copyright. This can be done through a import procedure and/or some alternative method of preserving the attributions to the authors. I know that many projects do not care much about this but I did not expect this from fr-wp. --AFBorchert (talk) 20:40, 20 July 2014 (UTC)
Hello AFBorchert. On fr.WP we usually don't use the import but the templateS {{Traduction/Référence}} on the article and/or {{Traduit de}} on the talk page. Since these templates show a link to the article's history with the authors, it respect the copyright policy (BY from CC-BY-SA) =) It's probably very different on en.WP, but that's how we usually work on fr.WP. For the second question, I don't think there is any releveance with the access request, but the anwser is simple : I forgot that article ! Mainly beacause it was someone else request and that he never replied to my further emails. If you would like to discuss more about it, you are welcome to leave me a message on my talk page. --Scoopfinder (talk) 14:58, 21 July 2014 (UTC)
Sp of I am understanding this correctly, Scoopfinder did follow proper local wiki protocols which is what we should do as OTRS agents. Am I wrong in this thinking? Rjd0060 (talk) 15:01, 21 July 2014 (UTC)
Rjd0060 : Right ! =) By the way, the status "importer" is described as "en principe [inutilisé] sur la Wikipédia en français" (usually not used on the french Wikipedia) on the page fr:Wikipédia:Importateurs --Scoopfinder (talk) 17:17, 21 July 2014 (UTC)
Thank you, Scoopfinder, for your response and explanation of the procedure at fr-wp. Please note, however, that you have to distinguish between interwiki imports and imports of interwiki dumps (see here for an explanation). All admins at fr-wiki can execute an interwiki import (see here) and this has been used in rare cases like this one. But this is no longer relevant to the OTRS application process and I am sorry that my little question led to this extended discussion. Regards, AFBorchert (talk) 17:52, 21 July 2014 (UTC)
You're welcome and it's alright. By the way, we don't have any page where we can ask admins to do an import, it's really not something that we use, except for WP <-> WikiNews. --Scoopfinder (talk) 20:58, 21 July 2014 (UTC)
Indeed - thank you for the explanation. It's helpful to understand the policies of different wikis especially with regards to copyright. We've all learned something here. :-) Rjd0060 (talk) 21:09, 21 July 2014 (UTC)

SuperHamster[edit]

  • Babel / Languages you can reply in: en-N
  • Your most active user talk page(s): en:User talk:SuperHamster
  • Email sent?: Yes
  • Queues you would like access to: info-en permissions-en
English Wikipedia: SuperHamster (talk - contribs)
Wikimedia Commons: Kevin Payravi (talk - contribs)

Hi there! I'll try to be short and sweet. I've been a Wikipedian since around 2008. So far, I've logged about 23,000 edits on the English Wikipedia, where I'm currently a rollbacker, reviewer, and file mover. I've also done a bit of work at the Commons, mostly involving uploading images and dealing with sourcing and copyright violations.

I've dabbled in various areas of Wikipedia over the years (namely vandal patrol, new page review, articles for creation, and file work), but in terms of direct OTRS-related work, I have been an active contributor to both the Help Desk and the Teahouse, where I help editors out in what I consider (and hope) to be a courteous and helpful manner. To toss up a few examples, my last three discussions at the Teahouse are here, here, and here. I'm also actively assisting users through the articles for creation process through both reviews and queries left for me on my talk page. I'm also interested in file work, and I've spent time with file permissions and licensing on Wikipedia and the Commons, primarily in dealing with sourcing issues and copyright violations. As a result, the primary areas I'd like to assist in have to do with a variety of help questions about the English Wikipedia, along with file licensing and permissions - I'd rate myself as being confident in these areas, and I'm sure I can make a positive impact. As for my interesting in Wikimedia at large, I'm a big fan of the work being done throughout all projects, and I actively try to follow recent happenings and updates from both Wikipedia and the Foundation at large. In terms of the OTRS process, I'd consider myself real-read in expectations, and understand confidentiality and the type of work that can come from it (much of which involves assisting people unfamiliar or distressed with Wikimedia projects).

Questions, comments, I'll be happy to answer. Thanks! ~SuperHamster Talk Contribs 06:31, 23 July 2014 (UTC)