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Following ticket links from nonOTRS membersEdit

Hello there! I'm an interface and normal admin of SqWiki and SqQuote. I deal with the technical part in our communities where I try to automatize things and create newuserfriendly working interfaces. Lately I so happened to have a request for review on my talk page for a specific wikipage which came from a specific OTRS ticket. Together with the request I had also the link to the said ticket posted, something like [[:ticket:xxxxxxxxxxxxxxxxx]]. Now, this is not the first time I see this practice. I've stumbled upon other users' talkpages on similar situations and being curious, I've clicked on the mentioned link. They've always led me to a login screen of Znuny LTS which asks for a username, password and a 2FA token, of which I have none, naturally, not being a member of the OTRS team. And at first it was confusing to see it, given that I knew nothing of Znuny LTS and at the eyes of a ignorant person on the subject it looks like a totally unrelated/random page to get by following wiki redirections. Then I saw the Meta Wiki logo on its tab on my web browser and read a bit here about the OTRS infrastructure and understood what was going on. I'm yet to deal even once with the whole OTRS system but I'd suggest that the ticket link practice needs to change a bit. Either the redirection page must show something specific to the ticket itself (whatever it may display without violating the privacy rules, maybe some restructured information) other than just the login screen or at least the login screen should indicate some Wiki correlation (logo, text) and/or come equipped with an "error message" or notice explaining why the user is viewing that screen and maybe redirecting to the specific pages here explaining the OTRS system. This would make the experience less confusing for people not related to OTRS which happen to come by these links either by chance or by being presented to them as part of specific requests. - Klein Muçi (talk) 23:26, 18 May 2021 (UTC)

Again, out of curiosity, after finishing writing this message, I was looking at other discussions on this page. I clicked on this link:, which is located on the discussion just prior to mine. That led me on a Special Page on OTRS Wiki which informs me that Login is required and I need to log in if I want to see the content of that or any other page on that wiki, naturally, given that the aforementioned wiki is private. That again can be confusing from the eyes of someone who knows nothing of the whole OTRS subject but, at least, this time the overall infrastructure is way more informative compared with the plain login screen on Znuny LTS. I should also clarify that I'm not asking for more transparency in a work which should be private. It's just the "semi-private" approach that may appear to be confusing for "outsiders" who are taught to follow links in all their wiki-interactions and on these situations are greeted by "obscure login screens". - Klein Muçi (talk) 23:57, 18 May 2021 (UTC)
  •   Support I sent request for support to Albanian language Wikipedia and referenced the ticket. The least kind of intervention that we should plan is that tickets should link to some kind of explanation of how they work. I know that we do not have documentation in place for this, but we have millions of links to tickets on Commons and thousands elsewhere, and people of all languages need some brief explanation. For now I think it is enough to recognize the issue and agree that eventually we should provide more information. I am not sure how to organize the discussion to decide what to do. Blue Rasberry (talk) 00:06, 19 May 2021 (UTC)
We're looking into whether there's an easy way to do this. Emufarmers (talk) 19:31, 3 June 2021 (UTC)

Rename from OTRS to VRT or ???Edit

In 2019 I proposed a rename of OTRS. In that discussion there was both support and opposition of a rename to "Volunteer Response Team".

The new situation is that the Wikimedia Foundation renamed the group name to "VRT" as described in phabricator:T280392 after retiring support of the OTRS branded software in favor of another proprietary brand called Znuny.

For Wikimedia community projects the standard is that the community itself can set its own names.

  1. What should the name of this community be?
  2. Does anyone have other comments about the name of this community?

Some previously proposed options:

  1. VRT, the default set by the Wikimedia Foundation
  2. Volunteer Response Team
  3. Volunteer Email Response Team
  4. VERT
  5. OTRS
  6. Email Help Team
  7. Wikimedia Email Response Team

Other options:

  1. Any new name that anyone proposes
  2. Call for further discussion about naming

Participants in the last discussion included

I did not feel that this discussion should be a request for comment because I felt that a large discussion about the name would be excessive. However, this is an issue which affects many thousands of Wikimedia editors who type and speak the name of this group routinely. Blue Rasberry (talk) 23:42, 2 June 2021 (UTC)

  • If we can have OTRS, than that saves issues in my view in switchover despite some inaccuracy. If it's no longer viable, than VERT would be least objectionable to me Nosebagbear (talk) 23:47, 2 June 2021 (UTC)
  • I'm not sure I understand the question but I have long favored Volunteer Response Team / VRT as clear to our users rather than to us. Basically anything but OTRS. Best, Barkeep49 (talk) 23:56, 2 June 2021 (UTC)
  • The fact that we are not using OTRS makes my 2019 argument not really valid anymore. However, I would like clarify that ex-OTRS is used not only by volunteers, for instance, chapter queues are also often operated by staff. If we are speaking about OTRS as a right (e.g. a chapter staff member answering emails in Znuny should get this right), putting Volunteer in the name is not really a good idea. I would rather go for WERT (Wikimedia Email Response Team) — NickK (talk) 08:30, 3 June 2021 (UTC)
  • As in 2019, I'm good with either "VRT" or "VERT", understanding that there would need to be some communication to the community about changing over from OTRS to <"NewName">. Geoff Who, me? 12:23, 3 June 2021 (UTC)
Hi, 2 clarifications:
  • (1) The current name is actually "Volunteer Response Team" and that name has been widely used since 2009 - I believe the wikipages are now at "VRT" simply because we tend to use acronyms around here, and that's the likely way everyone will refer to the group, in the future.
  • (2) The Wikimedia Foundation did not decide anything here; Keegan and I are just helping to facilitate change management; the page-moves on June 2 were only attached to my username because I filed the request for help at phab:T284118 (pages with 500+ subpages require dev-assistance).
Hope that helps. :) Quiddity (WMF) (talk) 18:11, 3 June 2021 (UTC)

VRTS! Blue Rasberry (talk) 00:04, 14 June 2021 (UTC)

Return to "VRT" page.