OTRS

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OTRS Wikimedia.svg

Open-source Ticket Request System

For prospective volunteers

OTRS (Open-source Ticket Request System) este un software utilizat pentru a gestiona adresări, reclamații și comentarii de la public prin e-mail către proiectele Wikimedia, începând cu septembrie 2004. Voluntarii de încredere care acordă răspunsuri utile, amabile și exacte pot primi acces la sistem prin interfața web la https://ticket.wikimedia.org/. Întotdeauna este nevoie de mai mulți voluntari, astfel, dacă dumneavoastră sunteți interesați de voluntariat, vă rugăm să citiți OTRS/Recruiting pentru mai multe informații cu privire la cum puteți ajuta. În general, dacă sunteți un editor cu experiență și vă simțiți calificat pentru a ajuta răspunzând la e-mailuri în limba dumneavoastră, vă sugerăm să aplicați pentru a deveni voluntar. Dacă doriți să ajutați la setarea unei adrese de e-mail pentru un proiect/o limbă care încă nu are una în OTRS, vă rugăm să contactați un administrator OTRS.

Există, de asemenea, și un canal IRC (#wikimedia-otrsconnect), wiki privat și câteva liste de e-mailuri (liste de discuții) dedicate sistemului OTRS al Wikimedia.

Queues

E-mails received by the OTRS system are sorted into "queues" based on the address they were sent to (and/or subject matter of the messager). OTRS volunteers (often referred to as "OTRS agents") have access to one or more queues, depending on their position within the Wikimedia community.

Listed below are "community queues", which typically represent a specific project or language. Wikimedians interested in volunteering are able to apply to any of the queues listed below. There are many other queues within the system but they have restricted access (for example chapter queue access is approved by a chapter representative).

Daily reports of high-traffic queues are available on Toolforge.

Info

These queues are the general information addresses that are displayed on the Contact us pages on the Wikipedia projects (See the English Wikipedia's page, for example). Emails to these addresses usually deal with questions from readers of Wikipedia and from the subjects of articles. Emails are sorted into queues based on the language that they are written in, not the project that they relate to, because the queues are staffed by Wikimedia volunteers speaking a certain language, not from a certain project. Info queues are currently available in the following languages:

  • info (pentru celelalte limbi)
  • info-als (Alemannisch)
  • info-ar (arabă)
  • info-bn (bengaleză)
  • info-ca (catalană)
  • info-cs (cehă)
  • info-da (daneză)
  • info-de (germană)
  • info-el (greacă)
  • info-en (engleză)
  • info-es (spaniolă)
  • info-et (estonă)
  • info-fa (persană)
  • info-fi (finlandeză)
  • info-fr (franceză)
  • info-he (ebraică)
  • info-hr (croată)
  • info-hu (maghiară)
  • info-id (indoneziană)
  • info-it (italiană)
  • info-ja (japoneză)
  • info-ko (coreeană)
  • info-mk (macedoneană)
  • info-nds (germana de jos)
  • info-nl (neerlandeză)
  • info-no (norvegiană)
  • info-pl (poloneză)
  • info-pt (portugheză)
  • info-ro (română)
  • info-ru (rusă)
  • info-scn (siciliană)
  • info-sk (slovacă)
  • info-sl (slovenă)
  • info-sr (sârbă)
  • info-sv (suedeză)
  • info-tr (turcă)
  • info-uk (ucraineană)
  • info-ur (urdu)
  • info-vi (vietnameză)
  • info-zh (chineză)

Permisiuni

Sometimes Wikimedians would like to use images that do not have clear cut licensing information in articles. These images might not be licensed already, might have a license that is not permissive enough for use on Wikipedia, or might otherwise need confirmation that the copyright holder has agreed to the license shown on the projects. Wikimedians often contact the copyright holders of various images and ask them to license them so that they can be used on Wikimedia projects. The permissions team on OTRS is the one that processes these "permissions" e-mails and attempts to verify that the copyright holder releases the images under an allowable license, that they do so clearly while understanding what that means, and that they actually are allowed to license the images in such a way (e.g. they hold copyright). These e-mails are then stored in the ticket system so that they can be verified by anyone with appropriate access.

  • permissions-ar (arabă)
  • permissions-de (germană)
  • permissions-el (greacă)
  • permissions-en (engleză)
  • permissions-commons (for Commons-hosted media)
  • permissions-es (spaniolă)
  • permissions-et (estonă)
  • permissions-fi (finlandeză)
  • permissions-fr (franceză)
  • permissions-hu (maghiară)
  • permissions-it (italiană)
  • permissions-ja (japoneză)
  • permissions-ko (coreeană)
  • permissions-ml (malayalam)
  • permissions-nl (neerlandeză)
  • permissions-no (norvegiană)
  • permissions-pl (poloneză)
  • permissions-pt (portugheză)
  • permissions-ru (rusă)
  • permissions-sk (slovacă)
  • permissions-sl (slovenă)
  • permissions-sr (sârbă)
  • permissions-tr (turcă)
  • permissions-uk (ucraineană)
  • permissions-vi (vietnameză)
  • permissions-zh-hans (Simplified Chinese)
  • permissions-zh-hant (chineză tradițională)


Photosubmissions

Wikimedia projects often lack good, freely-licensed images for certain articles, especially biographies of living persons. To mitigate this, the photosubmission queues were created on OTRS. They allow readers of Wikipedia and subjects (or their agents) of articles on the project to easily submit (via email to us) photos to help illustrate their articles.

Similar to the operation of permissions queues, the photosubmission team verifies that the person submitting the image is capable of freely licensing it, that they clearly state their intent to license it under a specific free license, and that they understand what they are doing. The team then helps by uploading and adding the image(s) to the relevant articles. The Dutch OTRS team has a similar initiative as part of their info-nl queue: Wikiportrait.

Proiecte surori

Commons-logo.svg Wikibooks-logo.svg Wikinews-logo.png Wikiquote-logo.png Wikidata-logo.svg Wikisource-logo.svg Wikispecies-logo.png Wiktionary-logo.svg Wikiversity-logo.svg Wikivoyage-Logo-v3-icon.svg

Although the majority of our mail goes to Wikipedia-related queues, we do have dedicated queues set up for each of the "sister projects" shown above. These queues were created to give each of our projects the special attention they deserve so that we can seek out the best volunteer agents to serve on our team on those particular queues. If you have any particular knowledge about any of the Sister projects above, please feel free to request access to them individually as part of your application.

Other queues

There are many other queues in use within our OTRS implementation. They range in purpose but share one core purpose: to assist in facilitating communication amongst Wikimedia users, readers, customers and anybody else who has something to say! Through Wikimedia OTRS we support “Wiki Loves Monuments”, a number of Wikimedia chapters, several local oversight teams and numerous other foundation-related projects.

Administratori OTRS

Dacă aveți întrebări despre aplicare sau orice altceva legat de OTRS-ul Wikimedia, puteți contacta una din persoanele de mai jos. De asemenea, puteți trimite un e-mail la volunteers-otrs(at)wikimedia.org sau să vă alăturați în rețeaua IRC freenode la #wikimedia-otrsconnect.

Dacă nu sunteți de acord cu acțiunea întreprinsă în urma unui ticket OTRS și ați dori să fie revizuită de alți voluntari OTRS, vedeți OTRS/Review sau contactați unul din administratorii de mai jos.

Utilizator Limbi Domiciliu Fus orar E-mail Nickname(-uri) IRC
Daniel en, is-3 Adelaide, Australia UTC+09:30 – Australian Central Standard Time dbryantsa(at)gmail.com DanielB
DCB de, en-2 Germany UTC+01:00 – Central European Time via EmailUser DCB_
Emufarmers en USA UTC−05:00 – Eastern Time (North America) via EmailUser Emufarmers
Keegan en Huntsville, Alabama, USA UTC−06:00 – Central Time (North America) via EmailUser Keegan
Krd de, en-3 Germany UTC+01:00 – Central European Time via EmailUser Krd
Mailer diablo en, zh Singapore UTC+08:00 – Singapore Standard Time via EmailUser mailer_diablo
Matthewrbowker en, es-3 Colorado, United States UTC−07:00 – Mountain Standard Time via EmailUser Matthew_
MF-Warburg de, en-3, fr-2, tet-1, es-1 Germany UTC+01:00 – Central European Time via EmailUser MF-W
Raymond de, en-3, nl-2 Cologne, Germany UTC+01:00 – Central European Time raimond.spekking(at)gmail.com Raymond_
Ruthven fr, it, en-4, es-4 France UTC+01:00 – Central European Time via EmailUser ruthven
Rjd0060 (Ryan) en USA UTC−05:00 – Eastern Time (North America) rjd0060.wiki(at)gmail.com RD, Rjd0060
Sphilbrick en USA UTC−05:00 – Eastern Time (North America) via EmailUser

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