Re: [Wikimedia-l] Announcement about changes to the Board

[Rjd0060]

On Thu, Dec 31, 2015 at 9:02 AM, John Mark Vandenberg 
wrote:

> Can the board please very clearly state whether this removal was for cause,
> or not!?
>

If they'd like to.  But if not, no.  So people who keep demanding things,
after what I personally believe between Jimmy's comment and others, we can
put a lot (no, not all) of pieces to get ourselves.

We edit a website.  This may surprise a lot of people, but that entitles
you to nothing outside of that domain.  It doesn't get you a discount at
McDonalds, it doesn't get you out of traffic violations and probably won't
get you your next job.  Yes - our position as volunteers is important (if
not critical) to the Foundation and its overall message.  But the so called
"community" needs to realize their boundaries.

People who keep demanding such things (such as a detailed report of what
happened) are showing a lack of knowledge on the non-profit board structure
- and perhaps other things.  Just my two cents, since everybody else is
piling on in opposition.

-- 

Ryan
User:Rjd0060
___
Wikimedia-l mailing list, guidelines at: 
https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines
New messages to: Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, 

Re: [Wikimedia-l] Sick of the subject "(no subject)"

[Rjd0060]

On Fri, Dec 4, 2015 at 6:50 AM, K. Peachey  wrote:

> Each to their own I guess.


Yes, until people start getting put on moderation (even if the cause is the
list admin being under the influence .. unless that was also a
joke).

Regardless, if we dislike it to that extent how about setting a content
filter via mailman so that such items are held for mod or discarded.  I
don't think immediate threats are the way to go.

While I agree subject lines are helpful in every email, perhaps a personal
decision no to open them should be considered by those who hate them to the
extent that Richards does.


-- 

Ryan
User:Rjd0060
___
Wikimedia-l mailing list, guidelines at: 
https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, 

Re: [Wikimedia-l] Commons / OTRS is broken

[Rjd0060]

James,


I realize your tickets were already resolved but I thought I'd take a
moment to clarify the issues that cause the delays in response.


The Wikimedia Volunteer Response Team (OTRS) relies on the generous work
of hundreds of volunteers from all over the world to handle hundreds of
thousands of e-mails each year.

The scope of these tickets range from vandalism reports or technical issues
to problems with biographies of living people and other generic edit
requests, and dozens of other categories.  A large percentage of the
overall tickets received are permissions tickets -- e-mails used to
verify the release of content on Wikimedia sites, typically from third
parties.

Like every project that Wikimedians work on, there are various things that
the volunteers are tasked to handle. The agents who take on this role do so
in addition to their existing editing activities, often at the cost of
their own free time. Due to the trust and patience required to handle these
public-facing aspects of Wikimedia, the pool of available volunteers tends
to be smaller than in other areas of the projects. Unfortunately, backlogs
can occasionally crop up and take a bit of time to deal with, especially in
the more complicated e-mails (like BLPs), that can take up to an hour to
process. It happens on every large Wikimedia project -- where some backlogs
never get cleared (just look at the English Wikipedia’s articles with
unsourced statements! [1])-- so it is something I believe almost all of us
can relate to in one way or another.

We had very good queue levels for much of 2014, but began noticing an
increase in permissions and general information tickets (specifically in
the English language) around the end of the year. Unfortunately, the end of
the year typically shows higher than usual response times, likely because
of volunteer free time. While OTRS agents are very dedicated, answering
tickets can be stressful at times, so it’s not typically the type of thing
you’ll want to during holiday vacations. Pair those longer response times
with an increase in tickets because of our hard-working Wikimedians adding
content and submitting more permissions tickets in their holiday free time,
and it creates a bit of a backlog. :-)

Just as in other areas of our projects, backlogs are inevitable, especially
in the more mundane and tougher areas. However, our dedicated pool of
volunteers works diligently to clear these backlogs when they come up.
While, again, it’s a tough job that’s not for everyone, we always welcome
new applicants. Actually, we're continuously adding new agents. In 2014 we
added 62 new community queue accounts[2] to handle general information and
permissions inquiries. Additionally, our agent retention is better - we
lost about half as many agents in 2014 as we did in 2013. But finally, if
you really want to help with the backlogs, we’re always looking for great
new team members.  Feel free to throw up an application on
[[m:OTRS/Volunteering]] if you think you’d make a good agent and we’ll be
happy to review it.

Basically, OTRS is tough job that runs into backlogs just like any other
part of Wikimedia. However, we’re continuously working to add more agents
and clear those backlogs as soon as they start.

I hope this helps clarify the current issues.

Ryan // User:Rjd0060

(OTRS admin)

[1]
https://en.wikipedia.org/wiki/Category:All_articles_with_unsourced_statements

[2] Community queue accounts are OTRS accounts with access to queues that
answer general information inquiries about our projects, permissions and/or
photosubmissions tickets. Other types of accounts do not have answer these
tickets, but instead have access to a smaller subset of queues, such as
those related to the Foundation (e.g., donations), chapters, or advanced
rights on the projects (e.g., oversight, stewards). See
https://meta.wikimedia.org/wiki/OTRS/Access_policy#Community_queues for
more information.

On Mon, Feb 2, 2015 at 11:52 PM, James Heilman jmh...@gmail.com wrote:

 OTRS does not even bother replying to the consents I send them. Thus the
 images I have received releases for get deleted. Going forwards I am simply
 uploading to En Wikipedia. Not ideal but not sure what the solution is.

 --
 James Heilman
 MD, CCFP-EM, Wikipedian

 The Wikipedia Open Textbook of Medicine
 www.opentextbookofmedicine.com
 ___
 Wikimedia-l mailing list, guidelines at:
 https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines
 Wikimedia-l@lists.wikimedia.org
 Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l,
 mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe
___
Wikimedia-l mailing list, guidelines at: 
https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, 
mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe

Re: [Wikimedia-l] Fwd: Our final email

[Rjd0060]

On Fri, Dec 19, 2014 at 1:34 AM, Peter Southwood 
peter.southw...@telkomsa.net wrote:

 These objectionable items are all standard advertising practice. No-one
 should be surprised.



Perhaps better is expected of the Foundation that we all support.  Many
people are surprised - I know I was.

We're not McDonalds or Amazon - standard advertising practices (curious
as to why you chose the word 'advertising') just might not be appropriate
for a tech/educational non-profit.

-- 

Ryan
User:Rjd0060
___
Wikimedia-l mailing list, guidelines at: 
https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, 
mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe

Re: [Wikimedia-l] Fundraising banners (again)

[Rjd0060]

On Wed, Nov 26, 2014 at 3:33 PM, MZMcBride z...@mzmcbride.com wrote:


 Still, there's an element of basic human decency that must be
 incorporated into our banner designs. Obscuring the page content is not
 cool. Pop-ups (even ones that stay in the same window) are not cool.

 MZMcBride



I couldn't see the banner in your screenshot link -  it appears that
Wikipedia has sent your computer has a virus or something ... a big pop-up
asking for money!!!

(Some people actually write to us @OTRS saying similar things - an
indicator that it may not be the best way.)


-- 

Ryan
User:Rjd0060
___
Wikimedia-l mailing list, guidelines at: 
https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, 
mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe

[Wikimedia-l] Call for OTRS administrator applicants

[Rjd0060]

The OTRS administrators are considering expanding the admin team. We invite
all community members to review the call for volunteers on Meta-Wiki: 
https://meta.wikimedia.org/wiki/OTRS/Call_for_administrator.

We would like to keep questions centralized, so please direct all
discussion to the talk page: 
https://meta.wikimedia.org/wiki/Talk:OTRS/Call_for_administrator.

On behalf of the OTRS administrators,
Ryan (User:Rjd0060)
___
Wikimedia-l mailing list, guidelines at: 
https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, 
mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe

Re: [Wikimedia-l] $20 donation to WMF for vandalism edit from US House of Representatives

[Rjd0060]

On Fri, Aug 1, 2014 at 2:49 PM, Richard Symonds 
richard.symo...@wikimedia.org.uk wrote:

 He may have donated under a pseudonym, or by cheque, or to a chapter, or
 through a friend. Very tricky to track down.



Or...the US NSA hacked into the Foundation's donor database and removed it
to contribute to the conspiracy.

Jeez guys - stop beating the horse.  It's never was alive to begin with.


-- 

Ryan
User:Rjd0060
___
Wikimedia-l mailing list, guidelines at: 
https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, 
mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe

Re: [Wikimedia-l] $20 donation to WMF for vandalism edit from US House of Representatives

[Rjd0060]

On Fri, Aug 1, 2014 at 3:30 PM, Russavia russavia.wikipe...@gmail.com
wrote:


  Jeez guys - stop beating the horse.  It's never was alive to begin with.

 Rjd0060, I'm not sure here, but are you saying that the guy didn't
 actually donate the $20? If so, he publicly said he did, so it's best
 not to say such things which could be misconstrued as you saying the
 guy lied. Perhaps contact with him via Twitter might get an answer as
 to how he actually donated.

 Cheers

 Russavia



No, I'm saying this doesn't matter and people should get back to doing
whatever they feel is actually important.

Let it go.  It really does not matter.  AT ALL.


-- 

Ryan
User:Rjd0060
___
Wikimedia-l mailing list, guidelines at: 
https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, 
mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe

Re: [Wikimedia-l] $20 donation to WMF for vandalism edit from US House of Representatives

[Rjd0060]

On Fri, Aug 1, 2014 at 3:59 PM, Nathan nawr...@gmail.com wrote:

 On Fri, Aug 1, 2014 at 3:42 PM, Rjd0060 rjd0060.w...@gmail.com wrote:
 
 
 
  No, I'm saying this doesn't matter and people should get back to doing
  whatever they feel is actually important.
 
  Let it go.  It really does not matter.  AT ALL.
 
 
 I can't agree. It's clear that lives are at stake, not to mention our
 international reputation and the livelihood of all employees as well as the
 self-esteem of many thousands of contributors. This couldn't possibly be
 more serious.



When you find yourself saying things like this, or you find yourself
agreeing to this kind of reasoning, perhaps it's time to take a step back
and look at the big picture.  We're editing a *website*.

Go outside and play.


-- 

Ryan
User:Rjd0060
___
Wikimedia-l mailing list, guidelines at: 
https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, 
mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe

Re: [Wikimedia-l] Number of volunteers. (Was: How many volunteers (not editors) ...?)

[Rjd0060]

On Tue, Jul 1, 2014 at 7:59 PM, Richard Ames rich...@ames.id.au wrote:

 I have done a very rough estimate / count:

 OTRS - 180
 Sysops - 50
 List Moderators -410
 SW Developers - 400
 FDC members - 9
 Affiliations committee - 9

 for a total of about 1060.

 Who is the 'Volunteer Coordinator' whose duties are listed at
 http://wikimediafoundation.org/wiki/Volunteer_Coordinator ??

 Regards, Richard.



I won't speak for the other numbers you presented but your OTRS count is
extremely off-base.  Currently, there are about 1400 open/active OTRS
accounts.  Many are staff but that would be less than 50%.  (I am an OTRS
admin - I get my number from record.)

As for the Volunteer Coordinator, he was Cary Bass and left the
Foundation some time ago.  See https://meta.wikimedia.org/wiki/User:Bastique
or https://meta.wikimedia.org/wiki/User:Cary_Bass .


-- 

Ryan
User:Rjd0060
___
Wikimedia-l mailing list, guidelines at: 
https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, 
mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe

Re: [Wikimedia-l] Number of volunteers. (Was: How many volunteers (not editors) ...?)

[Rjd0060]

On Tue, Jul 1, 2014 at 8:08 PM, Rjd0060 rjd0060.w...@gmail.com wrote:

 On Tue, Jul 1, 2014 at 7:59 PM, Richard Ames rich...@ames.id.au wrote:

 I have done a very rough estimate / count:

 OTRS - 180
 Sysops - 50
 List Moderators -410
 SW Developers - 400
 FDC members - 9
 Affiliations committee - 9

 for a total of about 1060.

 Who is the 'Volunteer Coordinator' whose duties are listed at
 http://wikimediafoundation.org/wiki/Volunteer_Coordinator ??

 Regards, Richard.



 I won't speak for the other numbers you presented but your OTRS count is
 extremely off-base.  Currently, there are about 1400 open/active OTRS
 accounts.  Many are staff but that would be less than 50%.  (I am an OTRS
 admin - I get my number from record.)

 As for the Volunteer Coordinator, he was Cary Bass and left the
 Foundation some time ago.  See
 https://meta.wikimedia.org/wiki/User:Bastique or
 https://meta.wikimedia.org/wiki/User:Cary_Bass .



To correct myself, there are ~650 open  active accounts.  I was looking at
the wrong list. :-)  Not nearly as high as my first number, but you still
see that it's a lot higher.

See also, https://meta.wikimedia.org/wiki/OTRS/Users


-- 

Ryan
User:Rjd0060
___
Wikimedia-l mailing list, guidelines at: 
https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, 
mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe

[Wikimedia-l] OTRS annual statistics for 2013

[Rjd0060]

Hello all,

The Wikimedia Volunteer Response Team (also known as OTRS[1]) had an
extremely busy year answering emails from Wikimedia users, readers and
other interested people.  We have once again prepared a statistical report
of administrator activity and ticket volume for the year 2013.

I invite you all to review this report on Meta[2].  If you have any
questions at all feel free to leave them on the talk page.  If you wish to
review the first report, published last year with data from 2012, you may
also view that on Meta[3].

For the OTRS administrators,

Ryan // User:Rjd0060

[1] - https://meta.wikimedia.org/wiki/OTRS
[2] - https://meta.wikimedia.org/wiki/OTRS/Reports/2013
[3] - https://meta.wikimedia.org/wiki/OTRS/Reports/2012 (previous report)
___
Wikimedia-l mailing list
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, 
mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe

[Wikimedia-l] OTRS upgraded

[Rjd0060]

As an update to the previous wikimedia-l thread from February 2013
(http://lists.wikimedia.org/pipermail/wikimedia-l/2013-February/124139.html),

I'm happy to announce that earlier this week our OTRS installation was
upgraded from version 2.4 to version 3.2.9[1].  With this upgrade, our
team is provided an enhanced and more user-friendly interface, a
better ability to monitor and track long-term trends for statistics
and reports on customer service, and a number of other enhancements.
All of these new features and bug fixes should allow for faster
response times and general increased customer and user satisfaction.

On behalf of the OTRS administrators and the entire volunteer response
team, I'd like to thank all who were involved in this process.
Specifically Jeff Green and other Wikimedia operations staff, Maggie
Dennis and the LCA team, Martin (the inventor of OTRS) and Marcel (an
OTRS developer) for all of the time and assistance that they provided
during this much-needed upgrade.  We look forward to continuing to
provide the best customer service[2] possible and being a voice for
the Wikimedia projects.

As always, for more information on Wikimedia OTRS, see Meta[3].

[1] - https://bugzilla.wikimedia.org/show_bug.cgi?id=22622
[2] - http://blog.wikimedia.org/2013/07/29/wikipedia-acsi-customer-satisfaction/
[3] - https://meta.wikimedia.org/wiki/OTRS

-- 

Ryan
User:Rjd0060 // OTRS Admin

___
Wikimedia-l mailing list
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, 
mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe

Re: [Wikimedia-l] Wikimedia Foundation's support of OTRS

[Rjd0060]

On Thu, Feb 21, 2013 at 11:54 AM, MZMcBride z...@mzmcbride.com wrote:

 [Sumana does ALL THE THINGS]
 
 This is a wonderful response. Thank you!

 Completely agreed. Thank you, Sumana! It seems like we're headed in a good
 direction.



Yes, Sumana.  I look forward to seeing what information your work can bring
us.

Whether the software is upgraded, changed or clean-installed...it really
doesn't matter on our end of things.  Any of these options would likely
improve things on both the part of the volunteers using the system, and the
ops team maintaining it.

-- 

Ryan
User:Rjd0060
___
Wikimedia-l mailing list
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l

Re: [Wikimedia-l] Wikimedia Foundation's support of OTRS

[Rjd0060]

On Wed, Feb 20, 2013 at 11:25 PM, MZMcBride z...@mzmcbride.com wrote:

 Hi.

 OTRS (https://ticket.wikimedia.org/) is a critical piece of Wikimedia's
 infrastructure. It currently handles nearly all customer service inquiries
 directed at Wikimedia. Trusted volunteers triage and respond to this
 e-mail.

 Wikimedia is currently running OTRS version 2.4. The most recently
 released OTRS version is 3.2. There's been an outstanding request to update
 Wikimedia's OTRS installation for just shy of three years now:
 https://bugzilla.wikimedia.org/22622. OTRS' inventor kindly offered to
 donate his time to help with an upgrade, but due to a number of factors,
 this has become an untenable solution.

 Given the bug's fast-approaching birthday, the security concerns of
 running outdated software, the Wikimedia Foundation apparently being
 overburdened and uninterested in maintaining this piece of software, and
 mounting volunteer frustration, I'm wondering whether this is an area
 where the Wikimedia chapters or some other group might be able to lend a
 hand in supporting the maintenance of this piece of important
 infrastructure. Broadly, the Wikimedia Foundation isn't acting on this
 issue and it seems to have little interest in maintaining or supporting
 this software any longer.

 Given recent discussion about various Wikimedia movement roles, I'm
 wondering whether a Wikimedia chapter or a grant or some other movement
 player could either take on supporting the existing OTRS installation (by
 hiring a contractor), evaluating and implementing better/different
 response software, and/or moving the response system elsewhere.

 MZMcBride






I've been working on OTRS since 2008 and have been an OTRS administrator
for much of that time.  As somebody who devotes a lot of his time to
OTRS-related work, I'm extremely disappointed in the lack of support the
OTRS team has been dealing with.  As MZMcBride points out, there are a
number of reasons why the software needs to be updated.

Last year, we handled roughly 40,000 general inquiries in over 35
languages.[1]  This alone should be a convincing reason as to why we should
have at least somewhat up-to-date software, clean of security issues and
other problems.[2]

While I realize that there have been other priorities, I would have thought
that with 3 years of waiting, eventually OTRS would be important enough for
somebody to give some much needed attention to.

[1] -
https://blog.wikimedia.org/2013/01/24/the-incredible-work-of-the-wikimedia-volunteer-response-team/
[2] -
https://bugzilla.wikimedia.org/buglist.cgi?bug_status=NEWbug_status=ASSIGNEDbug_status=REOPENEDcomponent=OTRSproduct=Wikimedia

-- 

Ryan
User:Rjd0060
___
Wikimedia-l mailing list
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l

Re: [Wikimedia-l] Wikimedia Foundation's support of OTRS

[Rjd0060]

On Wed, Feb 20, 2013 at 11:34 PM, Rjd0060 rjd0060.w...@gmail.com wrote:



 On Wed, Feb 20, 2013 at 11:25 PM, MZMcBride z...@mzmcbride.com wrote:

 Hi.

 OTRS (https://ticket.wikimedia.org/) is a critical piece of Wikimedia's
 infrastructure. It currently handles nearly all customer service inquiries
 directed at Wikimedia. Trusted volunteers triage and respond to this
 e-mail.

 Wikimedia is currently running OTRS version 2.4. The most recently
 released OTRS version is 3.2. There's been an outstanding request to
 update
 Wikimedia's OTRS installation for just shy of three years now:
 https://bugzilla.wikimedia.org/22622. OTRS' inventor kindly offered to
 donate his time to help with an upgrade, but due to a number of factors,
 this has become an untenable solution.

 Given the bug's fast-approaching birthday, the security concerns of
 running outdated software, the Wikimedia Foundation apparently being
 overburdened and uninterested in maintaining this piece of software, and
 mounting volunteer frustration, I'm wondering whether this is an area
 where the Wikimedia chapters or some other group might be able to lend a
 hand in supporting the maintenance of this piece of important
 infrastructure. Broadly, the Wikimedia Foundation isn't acting on this
 issue and it seems to have little interest in maintaining or supporting
 this software any longer.

 Given recent discussion about various Wikimedia movement roles, I'm
 wondering whether a Wikimedia chapter or a grant or some other movement
 player could either take on supporting the existing OTRS installation (by
 hiring a contractor), evaluating and implementing better/different
 response software, and/or moving the response system elsewhere.

 MZMcBride






 I've been working on OTRS since 2008 and have been an OTRS administrator
 for much of that time.  As somebody who devotes a lot of his time to
 OTRS-related work, I'm extremely disappointed in the lack of support the
 OTRS team has been dealing with.  As MZMcBride points out, there are a
 number of reasons why the software needs to be updated.




To clarify, the Foundation support that would be appreciated here is from
the tech/ops group.  We've had good response from other staff on related
issues, and that is much appreciated.

-- 

Ryan
User:Rjd0060
___
Wikimedia-l mailing list
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l

Re: [Wikimedia-l] OTRS summaries and statistics report, 2012

[Rjd0060]

On Wed, Jan 23, 2013 at 4:23 AM, Jon Davies jon.dav...@wikimedia.org.ukwrote:

 Do the response times get published?



Jon,

Not in the current batch of stats.  In the coming weeks, we're going to be
working on more detailed reports on specific queues.  Response time
information (and more!) will be included in that.

-- 

Ryan
User:Rjd0060
___
Wikimedia-l mailing list
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l

Re: [Wikimedia-l] OTRS summaries and statistics report, 2012

[Rjd0060]

On Wed, Jan 23, 2013 at 8:21 AM, Yaroslav M. Blanter pute...@mccme.ruwrote:

 On Tue, 22 Jan 2013 00:30:13 -0600, Keegan Peterzell wrote:

 Greetings,

 ...
 This is the first of further future documentation of traffic received to
 the general OTRS queues.  In the report you will find data breakdowns for
 OTRS admin logged action, all info queues, breakdowns of info queues with
 subqueues, sister projects, and other maintenance details.  Since the
 report contains a large number of datasets, I am not including the text
 here.  If you need, I'll happily provide it by email.


 1. 
 https://meta.wikimedia.org/**wiki/OTRS/Reports/2012https://meta.wikimedia.org/wiki/OTRS/Reports/2012
 2. 
 https://meta.wikimedia.org/**wiki/OTRShttps://meta.wikimedia.org/wiki/OTRS

 For the team,


 This is great, thanks. What is the choice of languages for which
 breakdowns are provided  determined by? I see that some languages with high
 traffic were not given. Is it that for some languages OTRS users were
 willing to cooperate, and for others they were not prepared to?

 Cheers
 Yaroslav





All info queues and permissions queues were included in this report.  If a
language is not listed, it is because there is no queue for that particular
language - do you have any specific ones in mind?

For languages without their own queue, the main info and permissions
queues handle them.
Hope this helps.

-- 

Ryan
User:Rjd0060
___
Wikimedia-l mailing list
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l

Re: [Wikimedia-l] OTRS summaries and statistics report, 2012

[Rjd0060]

On Wed, Jan 23, 2013 at 8:59 AM, Yaroslav M. Blanter pute...@mccme.ruwrote:

 Thanks for your response. I actually meant not the list of queues, but the
 list of queues for which breakdowns are available - they only exist in four
 of five languages for the general queues. Why are other languages not
 available?

 Cheers
 Yaroslav



Ah, apologies.  This is because the other languages do not have
subqueues.  All tickets for the other languages are not sorted, and all
are handled in the languages' main info-** queue.

-- 

Ryan
User:Rjd0060
___
Wikimedia-l mailing list
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l

Re: [Wikimedia-l] Logo for new travel guide

[Rjd0060]

I mentioned this at
https://meta.wikimedia.org/wiki/Talk:Travel_Guide/Logo#Timing as well.
 I'm not sure I understand the response so far but we'll see. :-)

---
Ryan
User:Rjd0060


On Fri, Oct 5, 2012 at 10:30 AM, Lodewijk lodew...@effeietsanders.org wrote:
 Hi James,

 I would suggest to wait with the vote until the name of the project is
 known definitively. What the name looks like could influence the design. So
 my suggested timeline would be to give 3 more days after the definitive
 decision by the WMF legal counsel on the name to submit/change designs, and
 then start voting.

 Best,
 Lodewijk

 2012/10/5 James Heilman jmh...@gmail.com

 A new logo for the travel guide is being requested. If anyone is interested
 in proposing one please add it here
 http://meta.wikimedia.org/wiki/Travel_Guide/Logo

 --
 James Heilman
 MD, CCFP-EM, Wikipedian

 The Wikipedia Open Textbook of Medicine
 www.opentextbookofmedicine.com
 ___
 Wikimedia-l mailing list
 Wikimedia-l@lists.wikimedia.org
 Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l

 ___
 Wikimedia-l mailing list
 Wikimedia-l@lists.wikimedia.org
 Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l

___
Wikimedia-l mailing list
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l

Re: [Wikimedia-l] ombudsmen commission

[Rjd0060]

There is no such log within the OTRS software.
Admin actions are logged by the OTRS admins on the OTRS wiki.  Yes, these
are manual edits.  There has never (that I know of) been an issue with the
OTRS admins accessing queues they shouldn't.  While of course it is
possible for them to, as others have explained, I'm not sure it is a
realistic concern that needs a solution.  It would be ideal if the OTRS
software logged all actions ... I wonder if this is changed at all in the
new version, which hopefully will be set up for Wikimedia soon (
https://bugzilla.wikimedia.org/show_bug.cgi?id=22622).

On Tue, Apr 24, 2012 at 9:06 PM, John Vandenberg jay...@gmail.com wrote:

 On Tue, Apr 24, 2012 at 10:00 AM, Casey Brown li...@caseybrown.org
 wrote:
  On Mon, Apr 23, 2012 at 8:23 AM, Thehelpfulone
  thehelpfulonew...@gmail.com wrote:
  You would be able to easily keep track of what tickets have
  been answered, but as far as I am aware the OTRS admins
  are technically able to view all the emails in any queues -
  so that would be another 12ish people plus devs that would
  be able to view the tickets. I'm not saying that they would,
  but bearing in mind a fair number of the OTRS admins are
  checkusers/oversighters themselves, I think there will be
  some issues with using OTRS.
 
  Queues are normally setup so that the OTRS admins can see all tickets.
  This makes things easier when checking for errors, making sure there
  are no backlogs, cleaning up cross-queue spam, etc. However, there are
  definitely some private queues -- like the oversight and Wikimedia
  registration/scholarship queues -- that OTRS admins cannot see unless
  they give themselves access to it, which they wouldn't do unless they
  needed to for some reason.

 Is there an auditable log of these actions?  i.e. one that OTRS admins
 cant doctor?

 --
 John Vandenberg

 ___
 Wikimedia-l mailing list
 Wikimedia-l@lists.wikimedia.org
 Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l




-- 
Ryan
User:Rjd0060
___
Wikimedia-l mailing list
Wikimedia-l@lists.wikimedia.org
Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l