Talk:OTRS

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How to email OTRS?[edit]

I found this page expecting to find a way to contact OTRS and it doesn't seem to be here. Could we add that info to this page or at least link it prominently?

viewdeletedfile[edit]

I want to propose adding "view deleted file" to the OTRS global usergroup so that OTRS volunteers can review deleted files, deleted file description pages and deleted file description talk pages. The idea behind this is primarily to verify copyright but also to verify attribution for cases where a file was moved from a wikipedia to commons and then deleted. This would be automatically vetted as OTRS volunteers go through rigorous vetting and even disclose real identity.

This access would reduce the amount of pestering OTRS volunteers have to perform on local admins to un-delete and then re-delete files.

-- とある白い猫 chi? 22:01, 7 December 2016 (UTC)

I agree that it would be helpful, but I fear that it is not possible. The discussion arose on Commons several times. The conclusion is that granting some viewdeletedfile rights is opposed by the Wikimedia Foundation on legal grounds. Admins on Commons or on Wikipedia can check deleted files and potential sensitive information related to them because that have the approval and trust of the community, as they have been elected; OTRS volunteers don't. --Ruthven (talk) 22:41, 7 December 2016 (UTC)
@Ruthven: I'm not so sure about that. I would tend to say that OTRS volunteers are required to have the trust of the community, and any community members who disapprove of a user's application to join OTRS can comment on their application at OTRS/Volunteering, so they implicitly have the approval of the community, as well. Further, they are required to sign the confidentiality agreement for nonpublic information, which even administrators don't have to do. Ks0stm (TCG) 23:02, 7 December 2016 (UTC)
(Edit conflict.) @Ruthven: True, but OTRS volunteers aren't random users. They are vetted by default. Even admins aren't granted access by default. It has been five years since that discussion so the issue can be re-discussed. Bear in mind this proposal is more restricted than the ones mentioned there since it exclusively limits to the file namespace for passive review. -- とある白い猫 chi? 23:04, 7 December 2016 (UTC)
While it is true that anyone can comment at OTRS/Volunteering and that all applications are vetted by the OTRS administrators, the amount of community scrutiny is not quite the same as a request for adminship or an Arbitration Committee election. (The WMF has stated that ArbCom members can request access to oversight, which, I believe, would give a non-admin arbitrator the ability to view deleted revisions.) On the other hand, this proposal is limited in scope, allowing OTRS agents only to view deleted pages in the File namespace. Mz7 (talk) 03:33, 9 December 2016 (UTC)
@Mz7: Indeed. All I hope OTRS agents to gain is the ability to see the file/edit history, binary files and related discussion on the talk page. If a file is deleted but there is a valid OTRS ticket to process that file, we can do that. Or we can verify existing tickets if they still hold. I am a commons admin myself, I can already see deleted files on commons, but I am blinded to files that are deleted on en.wikipedia for example. -- とある白い猫 chi? 19:49, 28 December 2016 (UTC)

Update[edit]

Hello, why this page in out of date? --Alaa :)..! 18:56, 10 January 2017 (UTC)

We update it from time to time. It is not immediate. Regards, —MarcoAurelio 19:49, 10 January 2017 (UTC)
Thanks, and I've another question about how I can access to this?--Alaa :)..! 20:36, 11 January 2017 (UTC)
Dear @علاء: Once you got access to OTRS, you should have received an email with your login credentials at OTRS wiki. Please check your spam folder and, in case you have not received it, please contact the OTRS admins by email at volunteers-otrs-at-wikimedia.org so we can have a look at this. Regards, —MarcoAurelio 20:42, 11 January 2017 (UTC)
@MarcoAurelio: thanks again, I've the access now--Alaa :)..! 20:46, 11 January 2017 (UTC)