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.

Rehman[edit]

Hi. Could someone restore OTRS access to my account, please? It has been removed recently due to my lack of activity in handling tickets directly. I use OTRS mainly to access tickets of files that come up on the deletion queues. That's the same reason which I mentioned when I had applied for the access back in early 2011. Thanks, Rehman 13:49, 31 March 2015 (UTC)

Hi Rehman. Thanks for re-applying! While I understand that you had previously indicated you mostly wanted access for the purpose of verifying permissions, we have since enacted a new activity policy which requires you to handle/respond at least one ticket every 6 months. Is this something you believe you will be able to do? Thanks, Tiptoety talk 20:50, 31 March 2015 (UTC)
Hi Tiptoety. Thanks for the new policy page link, I had somehow missed that. Yes, I should be able to meet that threshold :) Rehman 12:37, 1 April 2015 (UTC)
Hello again, Rehman. We don't appear to have received your new email with this application (as noted towards the top of the page in the green box). Can you please (re-)send that to us? Thanks! Rjd0060 (talk) 18:21, 7 April 2015 (UTC)

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: permissions, info-ru

I'd like to help out on OTRS because I am an active user on the Russian Wikipedia and I am a sysop on the Commons. I am working closely with GLAM projects in Russia. In addition I spend hours convincing famous people to register and upload their files to the Commons and I help new contributors to understand the OTRS permissions process and the CC licensing system. It's usually a exhausting process :) and I suppose OTRS status would make things easier. It would help if there would be one more russian speaking OTRS person. I'd like to become an OTRS volunteer to help out in shortening the OTRS pending queue times. . --Gruznov (talk) 21:42, 4 April 2015 (UTC)

Halibutt[edit]

  • Babel / Languages you can reply in: pl-N, en-4
  • Your most active user talk page(s): w:en:User talk:Halibutt
  • Email sent?: yes
  • Queues you would like access to: info-en, info-pl, permissions

I'm a long-time editor of Wikipedia (both en and pl; over 11 years of experience and counting), yet I always try to look at Wikipedia from a perspective of someone who looks at it for the very first time. Since October 2014 I'm also the press officer of Wikimedia Polska Association. As such I receive plenty of mail traffic that would better be handled through OTRS. My duties also include cooperation with various GLAM initiatives and university and high-school cooperation projects that often require plenty of assistance, both with explaining the inner workings of wiki and with file permissions, licensing and whatnot (hence my application for commons queues as well). Finally, I'm often active in the Polish adopt-a-user initiative (currently dropped-out due to family problems, but plan to return to active duty soon). I believe my experience as an active Wikipedian could help others join our merry bunch. -- Halibutt (talk) 12:09, 7 April 2015 (UTC)

Mikael Häggström[edit]

  • Babel / Languages you can reply in: sv, en-4, de-1
  • Your most active user talk page(s): My English Wikipedia one
  • Email sent?: Yes
  • Queues you would like access to: wikiversity, permissions

I'd like to help out on OTRS because I've found renewed interest in this activity. I was previously member of the OTRS team, but it was inactivated due to inactivity. The main reason for having a renewed membership is to deal with Wikiversity Journal of Medicine. Currently, authors send their works, peer reviews and permissions to my email address. With access to the Wikiversity OTRS queue I can let them send their works to there, availing for all OTRS members to verify the source of the works. When keeping an eye on this queue I may very well help out on other tickets too if I can. Since some works may involve media and their permissions to be used across several wiki projects, I find it useful to have access to permissions-en as well. -- Mikael Häggström (talk) 12:32, 7 April 2015 (UTC)

Support, former OTRS volunteer. Wiki Journal of Medicine is a starting project. Researchers send in possible publications to be published in the journal. In order to be able to place this on Wikiversity the permission needs to go via OTRS. Sincerely, Taketa (talk) 06:11, 8 April 2015 (UTC)
Support solid expertise for a starting project.--Alexmar983 (talk) 21:29, 12 April 2015 (UTC)

Amortias[edit]

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

I'd like to help out on OTRS because I feel that I would be able to contribute toweards dealing wth queries that are rasied through the system. I have previously applied but was declined as the administrators were not able to find edits that they felt met the criteria they were looking for (which made sense), taking this on board I have collected a range of diffs that I believe may lend credit towards these criteria. I have a range of off wiki experience dealing with complaints and issues regarding difficult and personal information including personal financial and comercially sensitive information. I have had to be able to work with tihs sensitive information within local data protection rules and legislation. I have experience in dealing with indviduals who may not be happy with te situation they have found themselves in and are looking for a resolution which may involve them venting their frustration in the direction of myself, this has had to be dealt wiht in a calm professional manner while still being able to deal with the matter at hand. I have what i believe to be a keen eye for material that shouldnt be in the encyclopedia and have been quite prolific in my counter vandalism and non-promotional material work including the following pages proposed for deletion. I have also been dealing with requested edits where I have had to use my knowledge and judgement to ensure that policies are followed when adding material to the encyclopedia or being able to explain when they do not meet the criteria for inclusion why this is so to the editors wo have made the request -- Amortias (talk) 20:20, 9 April 2015 (UTC)

Miniapolis[edit]

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

I'd like to help out on OTRS because I'm an admin on the English Wikipedia and was advised of a backlog. I have an even temperament, good communication skills, experience with image licensing and the time to devote. -- Miniapolis 23:17, 11 April 2015 (UTC)

Scoopfinder[edit]

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

Hello ! Mostly active on Wikipedia FR and Commons, I know how the project works and my background as an IT & Admin Student helped me to become an abusefilter editor & bot trainer. I am really active in the patrol and in the maintenance, but also in the translation of articles. I've already proven that I know specifically how the licence is applied and used on frwiki (no imports usually, but templates to credits the authors). Furthermore, my block log is empty and I'm usually active every day.
I'd like to join the OTRS team to extend the ways I contribute to the Wikimedia project. I understand that it involves reading messages that could be aggressive or hostile and promise to stay courteous and as friendly as possible even in such cases and hope to resolve the problems of the users (when it is possible) or to explain the policies, functionalities or procedures as clearly as possible.
If anything is missing, just contact me and I will give you more informations or respond to any of your questions. --Scoopfinder(d) 13:32, 16 April 2015 (UTC)

Максим Підліснюк[edit]

  • Babel/Languages you can reply in: Ukraine, Russian-4, English-1
  • Your most active user talk page(s): w:uk:User talk:Максим Підліснюк
  • Email sent: Yes
  • Queues you would like access to: info-uk, permissions-uk, info-ru (some requests for Ukrainian Wikipedia come to the Russian part, because some percentage of the population served by Ukraine in Russian)

I'd like to help out on OTRS because I am the sysop of Ukrainian Wikipedia, so I often have to meet various kinds of treatment, including the content of the pages or copyright.

I use personallyti email to communicate with those adress. However, this is impractical, because I often have to disturb other volunteers to address a particular issue.

Also I want to mention a small number of volunteers who understand the Ukrainian language. --Максим Підліснюк (talk) 20:11, 15 April 2015 (UTC)

Yiyi[edit]

  • Babel / Languages you can reply in: it-N en-3
  • Your most active user talk page(s): w:it:Discussioni utente:Yiyi
  • Email sent?: Yes
  • Queues you would like access to: info-it, permissions-it

I'd like to help out on OTRS because I'm sysop of Italian Wikipedia and I help in orgazination of Wiki Loves Monuments Italia and a local edition, called Wiki Loves Busto Arsizio. I've experience with image licensing and I am very patient. -- Yiyi (talk) 09:02, 17 April 2015 (UTC)