Keegan Peterzell wrote: >I've been an Volunteer Response Team agent since 2009, and a leader (OTRS >admin) since 2010. In that time the control of OTRS moved from a >function that had a designated staff role of "control" to one of community >management. In the past two and a half years Philippe has been our >contact for support from the Wikimedia Foundation, and he has done a >fantastic job supporting myself and the time with advice and Foundation >resources as they have been gathered. Over the past year, Maggie Dennis >has transitioned into this role as the Foundation rep for OTRS. She has >done an equally wonderful job in being proactive and helping us with our >thoughts and needs.
I don't have much interaction with either on a daily basis, but I can certainly say that it seems to be purely in terms of technical (software) support where we're seeing an issue right now. The non-technical support has been great, particularly since Maggie joined, from what I'm told. But OTRS is ultimately a big piece of software. Maybe the Wikimedia Foundation can buy a support contract for it if nobody is willing/able to support/maintain it internally? Or maybe that's something a chapter or grant could do? Dunno. I think any option is on the table right now. This also isn't a criticism of the Wikimedia Foundation engineering folks. They've got plenty on their plate as well, of course. But _somebody_ has to be supporting the technical portion of OTRS. If the Wikimedia Foundation can't/won't, someone else has to step in. That's where I thought the chapters or another movement player might be an option. Gregory Varnum wrote: > This could be a good project for one of the developing MediaWiki Groups. > MediaWiki Group San Francisco is already approved by AffCom and eligible >for grants. If they're willing to make a commitment to support it for at least a few years (you don't really want to be moving infrastructure around all the time, I don't think), I think this is workable. It's just a matter of pointing where the e-mail is sent, as I understand it. And then maintaining whatever solution you pick/build that manages the e-mail. MZMcBride _______________________________________________ Wikimedia-l mailing list [email protected] Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l
