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:

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.

Envelope-exclamation-mark.svgPlease 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.


Cyphoidbomb[edit]

Hi there, I am an administrator on the English Wikipedia. Having access to OTRS will occasionally help me get a better understanding of cases that come across my desk in my capacity as admin. Thanks, Cyphoidbomb (talk) 16:46, 15 November 2017 (UTC)

In case the vagueness of my request is hindering any movement on this, a recent example of why OTRS might be helpful to me: An Indian film article editor who was long considered trustworthy was recently reported through OTRS as being a paid editor. Having access to some of those big picture details would help me build a stronger mental picture of the behind-the-scenes stuff going on in the world of paid editing and Indian cinema, an area I administrate a great deal in. This sort of knowledge I think is important for managing sockpuppetry, etc. Thanks. Cyphoidbomb (talk) 16:58, 25 November 2017 (UTC)
Will you be going to answer tickets, or are you planning to use this mostly as readonly access?
Do you think that information gained via OTRS can be used as grounds for onwiki admin decisions? --Krd 17:47, 25 November 2017 (UTC)
@Cyphoidbomb: ? --Krd 08:01, 3 December 2017 (UTC)
@Krd:
  1. re: Tickets vs. read only, I'm not sure what my plan is, since I haven't even seen how the system operates, but I would imagine it would be helpful to be able to respond to tickets.
  2. With regard to your second question, from your phrasing I glean that the correct answer is "no, information gained via OTRS wouldn't be used for onwiki admin decisions", but I think in some cases it would. I wouldn't be digging through OTRS fishing for clues about XY or Z on a general basis, but some aspect of information gained at OTRS would in some situations be used as grounds for onwiki admin decisions. If a sock operator emailed us to gloat about the 10 accounts we'd never discovered, then listed them, would we not be able to block those? In the case I mentioned above, an established editor was accused of paid editing and was indeffed in good faith by an admin who was also an OTRS volunteer. In that scenario, information gained at OTRS was absolutely used to make administrative decisions. The accused party was ultimately exonerated, but I would have preferred to have access to OTRS at the time, because it's possible I could have been a better advocate for this editor--maybe I could have interpreted the information differently? Or maybe I could have been another pair of eyes to poke holes in the credibility of the accusation? Or maybe the writing style of the accuser reminded me of a long-term abuse account that would have made it clear it was a frame-up. Anyhow, I'm requesting access to a tool that may or may not be helpful to me. If the purpose of my request doesn't strike you as a legitimate use of OTRS, I understand. Thanks and regards, Cyphoidbomb (talk) 16:27, 4 December 2017 (UTC)

[edit]

I'd like to help out on OTRS because:

  • Experience and case history knowledge of copyright issues on Commons over the last seven years.
  • Previous two years volunteering in OTRS.
  • High level of experience of managing successful batch upload projects to Commons.

My application in November 2016 was declined because of "previous OTRS-related incidents", however as no detail has been provided, I am unable to understand what my perceived role in past incidents might be. If they remain important to OTRS administrators, I would be happy to respond to the facts of any past incident. As far as I am aware, no incident can relate to my contributions as a volunteer on OTRS. Thanks (talk) 12:22, 7 December 2017 (UTC)

Clarkcj12[edit]

I am a former, OTRS volunteer deemed inactive in February 8th 2017. I have since have more time to devote to the project once more, and will aim to get the OTRS backlog down. ... Clarkcj12 (talk) 05:16, 12 December 2017 (UTC)