Talk:OTRS

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Question[edit]

Dear members of the OTRS team, I really got impressed with your work! I would like to join you someday (but not now). I have some questions that I feel the relevant meta page did not address:

  • Firstly, I should disclose my real name?
  • Secondly, the emails will be coming to my Gmail, or can I handle them through a website?
  • Lastly, it is easy to ask help from someone more experienced?

I await your reply, Eni vak (speak) 22:39, 28 August 2019 (UTC)

An OTRS ticket
Hello Enivak! I'm glad to hear that you're interested in joining the OTRS team. Emails in the OTRS system are considered nonpublic personal data under the Access to nonpublic personal data policy. Editors with access to OTRS are required to digitally sign the Confidentiality agreement for nonpublic information and should use their real name when doing so. Once they have been accepted, OTRS agents can choose a real-sounding pseudonym to respond to emails with. In most cases, agents would be view and respond to emails (called tickets) using the OTRS system. The system can send an email when a ticket you've watched or previously worked on is updated. In any case, all replies are sent from a wikimedia.org email address. If an agent can't figure out how to handle a situation, they can ask in a private IRC channel, on the private mailing list, or on the private OTRS wiki. They can also return tickets to the queue for another agent to work on. Once you've gotten some more experience, I hope that you'll join us. --AntiCompositeNumber (talk) 23:48, 28 August 2019 (UTC)
@Enivak: - just an extra note from me. AntiComposite is exactly right, but we do use email for some things, like some of our internal discussions. Some use personal emails, some of us create an extra email account to handle that side. I created one originally for my wiki email (because if I replied it would attach my email address) and so I just use that for OTRS as well. [[User:|Nosebagbear]] (talk) 08:24, 29 August 2019 (UTC)

@AntiCompositeNumber: and @Nosebagbear: thank you both for your reply. I am sure I will join sometime, but of course not now. The thing about the real name is the lone thing that scares me, my name will be publicly viewable, or it will be kept on the Wikimedia archives and everyone will forget it? Eni vak (speak) 14:36, 29 August 2019 (UTC)

The non-disclosure agreement you sign as part of OTRS is not stored in any public place. It is an internal legal document. As indicated above, when responding to tickets using the OTRS system, you can use your real name, or you can use a pseudonym if you like. It is however generally more professional if you do you a pseudonym, to use one that appears to be a real given name, and not one that is obviously an internet username. GMGtalk 14:42, 29 August 2019 (UTC)

{[reply|GreenMeansGo}} Hello, and sorry for my late reply. Your reply has covered my concern; thanks. I plan to join here, but much later. Best regards, Eni vak (speak) 10:12, 3 September 2019 (UTC)

For the record, 13:34, 4 September 2019 Reaper Eternal talk contribs blocked Enivak talk contribs with an expiration time of 1 week (account creation blocked) (Abusing multiple accounts: Good-hand bad-hand sock puppetry). --AntiCompositeNumber (talk) 18:17, 4 September 2019 (UTC)
Well that's unfortunate. I'm sure we can use more Greek speaking agents. GMGtalk 18:46, 4 September 2019 (UTC)
@AntiCompositeNumber: @GreenMeansGo:, I deny every accusation. It is an innocent good-faith mistake by the checkusers, i never did anything. ("for the record"). Eni vak (speak) 22:52, 4 September 2019 (UTC)
No, Enivak. You harassed yourself as well as created an account where you admitted that you were here to vandalize and ended up getting globally locked. The CheckUser data here is quite convincing, and Reaper Eternal was nice to not block you indefinitely (which I do for anyone who plays the game of harassing themselves with socks.) I'm the third en.wiki CheckUser to review this, and I doubt all three of us are making "good faith mistakes." TonyBallioni (talk) 02:18, 5 September 2019 (UTC)
@TonyBallioni: I never did anything, but nevertheless, could you provide me a link from when the blocking admin requested checkuser, and any other clue against me? Eni vak (speak) 13:44, 6 September 2019 (UTC)
Why would it matter if the blocking admin requested checkuser? (which they might have done, I didn't check) Three checkusers concurred you acted in violation of multiple accounts policy, and the sockpuppet edits linked above also focus on you. Also, this page is for questions on OTRS, and considering this incident I'd oppose you being accepted. Vermont (talk) 14:12, 6 September 2019 (UTC)
@Vermont: i didn't asked anyone's opinion about me :-). So i request Tony to reply on my meta talk page. Eni vak (speak) 15:25, 6 September 2019 (UTC)