Talk:OTRS

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User template

See also {{User OTRS}}, which outputs to: Category:OTRS volunteers. Cirt (talk) 19:13, 17 November 2008 (UTC)

Translation

Hello. I got permission to import external encyclopedia in Korean language. However, Nobody can read Korean. Must I translate it in English? Cheers.--Kwj2772 07:24, 19 November 2008 (UTC)

It would be useful to forward the message in Korean and then also provide an English translation. Cbrown1023 talk 21:40, 19 November 2008 (UTC)

Dr Ajaz Anwar's Paintings

Hello Ciell, I am pasting Dr Ajaz Anwar 's paintings with his permission. He rather encouraged me. Ajaz Anwar is the renowned painter of Pakistan, single handedly trying to save old buildings and heritage of Lahore, Pakistan. I am his fan and with him in his efforts to save our heritage. His pantings are superior enjoyment too, a poetry in colour. I will send him your message and hope within days yuo will receive his message for his approval. Here are his yesterday's 2 pictures made by me in National Art Gallery, Islamabad: thumb|left|250px|Ajaz Anwar thumb|left|250px|Ajaz Anwar in National At Gallery Islamabad Please click the 2nd picture and see in detail a poster hanging showing exhibition in Islamabad. --Khalid Mahmood 12:09, 15 February 2009 (UTC)

Ticket identification

Could please somebody explain, how are the OTRS tickets identified? By their ID, by the Number, by any of them or both are needed? If I create a template linking to a ticket, which one of these identificators should I use? If every ticket has both, how can a normal user find the corresponding indication, knowing only one of them? It seems to me, there is a disunity, ex:

• Commons Template:PermissionOTRS enables using URL or ID. Nevertheless, if we indicate the ID, there is a link ending with &TicketNumber=2006101710008538 used. There is also the term ID number used in the description. What's it? Just ID?
• English Wikipedia Template:OTRS_ticket requests both ID and Number.
• Czech Wikipedia Šablona:PotvrzeníOTRS is describing Number but links to &TicketID=2006072410011491.

It is also strange, that sometimes TicketID in URL is automatically changed to TicketNumber, sometimes not.
Ex. these links have the same target because the URL is changed:

• https://ticket.wikimedia.org/otrs/index.pl?Action=AgentTicketZoom&TicketID=2007120710011887
• https://ticket.wikimedia.org/otrs/index.pl?Action=AgentTicketZoom&TicketNumber=2007120710011887

But not at these, also the target ticket is different (if exists at all):

• https://ticket.wikimedia.org/otrs/index.pl?Action=AgentTicketZoom&TicketID=807636
• https://ticket.wikimedia.org/otrs/index.pl?Action=AgentTicketZoom&TicketNumber=807636

Thank you beforehand. The more I am looking for an answer, the deeper I am confused. --Petrus Adamus 22:38, 1 May 2009 (UTC)

This is confusing to a lot of people, so don't worry. Every ticket has both a ticket ID and a ticket number. The ticket ID is different, a short number (usually only 6 digits) while the ticket number is long (16 digits) and begins with the year that the ticket was created. The Commons permission tag claims it asks for an id, but it actually uses the ticket number. Same for the en.wiki tag. The "ticket ID" is rarely used. It can however be used with the otrs: prefix (example being otrs:807636). The ticket number, which is what is most commonly used when referring to a ticket, can be linked with the prefix Ticket: (example being Ticket:2007040110016185, which goes to the same ticket as otrs:807636). Hope this helps - feel free to leave any other questions. - Rjd0060 03:02, 2 May 2009 (UTC)

Thank you, I beg only a small completion:

• How can a normal user find the ID, knowing the Number, and to the contrary?
• Which sense has the existence of two identificators, if they've the same function?
• Wouldn't it be more hands-on to use ID, if it's a short number?

I would consider helpful for to others to add this information to the article too. Thank you, --Petrus Adamus 08:08, 2 May 2009 (UTC)

In OTRS, the ticketnumber is more prominently present than the ticketID is. Therefore almost all volunteers use the ticketnumber. (See for example this image: File:Otrs-2.0.4-queueview.png, it shows the ticketnumber but not the ID, this is true for almost all OTRS screens). this answers your third question: We use the longer number because it's more easily found in OTRS. If there's any sense in having both an ID and number I wouldn't know, I can only hope the OTRS-developers have their reasons for it.

I don't think it's needed to add this information to the OTRS-page, since it's main concern is to inform people about the different queues and how to get in contact with volunteers. Besides, I suspect the short numbers will slowely phase out as more and more volunteers only use the long ticketnumbers. Regards, m:Mark W (Mwpnl) ¦ talk 13:05, 2 May 2009 (UTC)

Email addresses

What are the email addresses to reach these OTRS queues? --Apoc2400 08:45, 17 June 2009 (UTC)

All chapter, info and permission queues can be reached by queuenamewikimedia.org. This goes for some of the other queues as well, but not all are in use anymore. m:Mark W (Mwpnl) ¦ talk 11:19, 17 June 2009 (UTC)

snail-mail address?

I see how OTRS tickets are used to process emails.

But are communications processed from individuals who don't/can't have access to e-mail? Is there a snail-mail address to which an individual can send their permissions?

Cheers! Geo Swan 03:14, 22 July 2009 (UTC)

You can use the Foundation's postal address or fax-number for this. However, processing the permission will take somewhat longer, so please ensure the permission is valid and clear. If you need any help - and don't have e-mail to ask questions - you can always join our IRC channel at #wikimedia-otrs^connect. The postal address and the fax-number can be found here. Best regards, m:Mark W (Mwpnl) ¦ talk 12:17, 22 July 2009 (UTC)

case sensitive?

Some queue names start with uppercase. Are the OTRS email addresses case-sensitive? Kwj2772 (msg) 05:58, 16 December 2009 (UTC)

No, not at all. Although it's good practice to use only lowercase characters, OTRS doesn't care about the case :-) m:Mark W (Mwpnl) ¦ talk 17:11, 16 December 2009 (UTC)

Awards

		The Invisible Barnstar
		For dealing with the real world, so we don't have to. ;) Paradoctor 18:00, 19 December 2009 (UTC)

Fishing???

Someone emailed me from noc@wikimedia.org this text today:

_____________________________________________________________________________

Hi Dmitry,

you or someone impersonating you has requested to change your OTRS password.

If you want to do this, click on this link to get a new password.

https://ticket.wikimedia.org/otrs/index.pl?Action=LostPassword&Token=.......

Your OTRS Notification Master

_____________________________________________________________________________

I didn't follow this link, and I have access to OTRS now.

But I would like to find out, who's trying to get may password. Is it possible? --Dmitry Rozhkov 16:45, 6 February 2010 (UTC)

OTRS - Misleading permission of images by the subject, not the photographer

I was told to post here - so if anyone had suggestions please look into it. A series of images were uploaded by a possible SPA editor for use in articles they created. The subject of these images obtained an OTRS to release them into PD - all of them actually say permission was given by the subject and were obtained from their facebook "collection". However it is clear that the subject is not the "author" of any of the images so the core issue now is that the OTRS needs to be overturned. Common sense should tell the person who sent this OTRS trough and allowed it that just because the subject of an image has a "collection" of images with them in it they do not automatically own the copyright on these images. We don't allow somebody to say "I found this on facebook and that means I can freely use it" because it is a copyvio, the same applies to the "subject" of photos taken from their own facebook account. The images all fall under ticket number #2010060310052355. Thanks 65.110.139.6 04:51, 23 July 2010 (UTC)

New banner for OTRS model ?

(Français) Est-ce qu'il est possible de créer un nouveau bandeau pour ce modèle, l'aspect graphique est vieillot et ne coïncide pas avec la nouvelle charte graphique du projet.

(English) Is it possible to create a new banner for this model, the graphics is old and does not coincide with the new graphic of the project?

X-Javier 14:01, 13 November 2010 (UTC)

Commons/OTRS query

No idea what the answer to this is but while there seem to be around 130 Commons users with OTRS access there are quite a few (!!) who basically are totally inactive there. Equally there seem to be very few Commons admins with OTRS access (who are active). In the past few days I've had three distinct issues which have involved OTRS tickets and real legal licensing issues & I have been unable to check for myself what the situation is.

I've just deleted a chunk of images from 2006 based on an OTRS ticket I cannot see. In another case there is some very dubious licensing being claimed on an OTRS ticket. Would there be any sensible way to allow Commons admin (or some of them - the inactive ones are useless anyway) to be able to have read access to such tickets. Cheers --Herby ^{talk thyme} 13:18, 16 November 2010 (UTC)

Not really; but certain information may be available if you ask at the OTRS noticeboard. A number of active admins (and non-admins) work there and will happily provide you with information if they can. It's quite rare to see a call for information go unanswered. Anybody is also free to apply for OTRS membership. Best, PeterSymonds 18:06, 16 November 2010 (UTC)

This has not been answered satisfactorily in a licensing sense. In this case I have not been able to provide an answer that satisfied me or the OTRS person to my mind. I can see very few active admins and OTRS folk here - a random assortment of clicks found me a few folk who have not edited anything for over a year - I have no idea what practical use they are sadly. --Herby ^{talk thyme} 18:52, 16 November 2010 (UTC)

All Commons admins are free to apply for OTRS access just like any other Wikimedia volunteer is. :-) If they're trustworthy and hard-working, we'd love to have them so that they can both read the tickets and help us answer them! Please point anyone interested to OTRS/volunteering. Cbrown1023 talk 03:04, 17 November 2010 (UTC)

Public Domain and CC-Zero

Recently on en:WP they made a decision to replace PD-self with with self|cc-zero on the upload form. I know that a lot of OTRS images are listed as PD. I was wondering if these images could be moved to this template, depending on the text of the emails. At the very least could new images use this template? The text is less restrictive and better worded. ▫ JohnnyMrNinja (talk / en) 07:38, 9 February 2011 (UTC)

Problem archiving this talkpage

Back on 16 March 2009 I left this edit. The next day a string of four edits by Mikhailov Kusserow deleted it, evidently as part of archiving, yet it doesn't appear in any archive. As it appears that user is no longer active here, could someone please review those four edits to ensure the texts they deleted have matching content in the archives? LeadSongDog 13:04, 27 April 2011 (UTC)

Wikimania workshop recommendations

See them on wm2011:Submissions/Volunteer_Response_Team_Workshop#Recommendations, they're very interesting! --Nemo 07:38, 6 August 2011 (UTC)

The results of the study mentioned by Philippe there have been presented at the #UK OTRS workshop and will be published in the future. Nemo 22:26, 13 January 2012 (UTC)

UK OTRS workshop

Hey. If you would be interested in participating in a UK-based OTRS workshop, then please sign up at wmuk:OTRS workshop. Thanks. Mike Peel 23:47, 28 October 2011 (UTC)

There is some documentation on otrs-wiki. Nemo 10:48, 18 January 2012 (UTC)

Up-to-dateness?

Is this page up-to-date? If not (it doesn't include glam@wikimedia.org for example), is it superseded by some other page? If not, who can authoritatively update this from the actual OTRS system, i.e. reflecting the actually-existing queues? Thanks. Ijon 01:57, 30 November 2011 (UTC)