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Grants:IEG/OTRS Improvements

status: idea
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project:
OTRS Improvements
idea creator:
project contact:
sbouterse(_AT_)wikimedia.org
participants:
summary:
What improvements could be made to OTRS?
Wikimedia OTRS logo.svg
created on: 08:31, 21 February 2013‎

Project ideaEdit

Wikimedia's Open Ticket Request System (OTRS) volunteers win awards every year for offering great support - OTRS is a really neat system. What are some improvements that could be made to the way that we use OTRS? I'm thinking of not just technical improvements, but process improvements.

Project goalsEdit

Open questionsEdit

  • Would anyone want to work on a project like this?
This sounds so interesting, I have no idea what (if any) training materials are used by OTRS volunteers/admins. I mean, there must be more than Wikipedia policy pages. Liz (talk) 00:40, 5 June 2014 (UTC)
  • I have previously made integrations between Mediawiki and OTRS (the actual software, not the WMF service), and I am also an OTRS member. There are several problems that could have a better solution. One that lacks now, and that I really would like to have, is an upload extension for Mediawiki that sends an email to an external part asking he/she/them to verify that a upload is valid and with an acceptable license. That email should contain a link that can be used for accepting the submission. Clicking the link will create a notice in OTRS that the submission was accepted. Not clicking the the link within a given time frame should mark the uploaded file for deletion. This will not solve the case where the real creator is not the recipient of the email, but it will make the traceability somewhat better. The system should be made so it should not be possible to send an email to the uploader itself, it should not be possible to use one-time email services, but it could be possible to design the system so it works through Tor. — Jeblad 14:32, 2 November 2014 (UTC)

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