On Wed, Feb 20, 2013 at 11:34 PM, Rjd0060 <[email protected]> wrote:
> > > On Wed, Feb 20, 2013 at 11:25 PM, MZMcBride <[email protected]> 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 running outdated software, the Wikimedia Foundation apparently being 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 [email protected] Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l
