Martin has answered my email and just left a comment on https://bugzilla.wikimedia.org/show_bug.cgi?id=22622. I'll get him in touch with Sumana via E-Mail.
Hope this helps, best regards, Nicole On 21 February 2013 21:37, Platonides <platoni...@gmail.com> wrote: > On 21/02/13 07:19, [[w:en:User:Madman]] wrote: >> Does anyone know what the status is of the OTRS project on Labs? Given >> a contact, I'd be happy to do what I can to help; I have some limited >> experience configuring/deploying OTRS (up until the end of the 3.0 >> branch last year, nothing with 3.1 or 3.2 unfortunately). >> >> I think opportunities for *volunteer* help have to consciously be >> maximized, especially for volunteers who are or are willing to be >> agents and/or identified to the Foundation. It's not going to get done >> otherwise. >> >> -Madman/ea > > I don't see much future in that, sadly. Yes, a puppetization from a > volunteer could help the WMF, however they won't give you access to the > current setup that you would be replicating. And that's a point that has > been barring any volunteer help for years on this topic. Only ops can > work on it, but nobody is assigned to otrs, and they have other tasks. > There's a mixture of technical needs, legal issues and > too-risky-to-touch it. > Then Martin Edenhofer appeared offering to help with it, but there was > delay after dealy: a NDA is needed, then separate machines, later he > needs to provide the ssh key... > And no work is done. > > > On 21/02/13 07:32, James Alexander wrote: >> Yeah, I have to agree sadly that we need more tech support and this has >> been a thing that has been ongoing for a while. I personally think it >> should remain in the foundation for many reasons (the least of which is >> relatively large legal reasons) but we REALLY need to focus on it, or a >> replacement, more. >> >> OTRS is the public face of not only the projects but the foundation in >> general and answers an absolutely insane amount of email every year and >> that has been the case for a while. When I first started applying to work >> at the foundation my big interview ended up being about 8 hours (with a >> liquor break in the middle) explaining to Philippe how I thought OTRS >> needed to be replaced. I thought, and continue to think, that the system >> underserves the job and we would be better served with something else that >> could take much better advantage of modern advancements and clarity in >> purpose. >> >> Sadly at the time they didn't have the money for me to work on OTRS (and so >> I came to do the fundraiser) and since then I have heard rumors of it's >> upgrade or replacement every single year (multiple times) only to be told >> later that the resources aren't available. I've seen us look at the upgrade >> multiple times, I've heard it be called both new "ceiling wax and cake >> frosting" but not necessarily called a good option. It may be, I don't know >> and we (as usual with outside products) overwork it beyond measure. Even >> the professional OTRS folks when we were talking to them about helping >> upgrade basically said "errr, you have HOW much in the database?" and told >> us to just abandon it and start fresh with their new version. That said >> even their internal OTRS version wasn't upgraded yet last year .... >> >> We need to do something though, it is disappointing to me that it hasn't >> been a bigger priority because I think it should have been and I think it >> should be now. I'm not sure if an OTRS upgrade is the best option... but it >> is probably better then what we have. For a long while I thought we should >> wait and not upgrade so that we can just replace it... but clearly it's >> been too long for that now. >> >> James > > Thanks for your insight, James. It's very interesting. > As you have dealt with it, can you clarify why is the upgrade such a big > problem? Yes, we have tons of emails. So what? Does the upgrade use > O(2^N) operations?? > Even if not-too-efficient, I would expect the upgrade to have finished > in three years :) > I don't even know about a test upgrade being performed ever. > > I agree that OTRS is kind-of inefficient. We could easily build a > replacement in 1-2 months *keeping the old data*. If OTRS works quite > well on a single server, just imagine what we could do in a multiple > server setup. I find hard that such version would perform worse. Not to > mention the “handy” improvements we could add based on our usage. > But just a newer OTRS version would be an improvement. > > > > _______________________________________________ > Wikimedia-l mailing list > Wikimedia-l@lists.wikimedia.org > Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l -- Nicole Ebber International Affairs Wikimedia Deutschland e.V. | Obentrautstr. 72 | 10963 Berlin Tel. +49 30 219158 26-0 http://wikimedia.de Wikimedia Deutschland - Gesellschaft zur Förderung Freien Wissens e.V. Eingetragen im Vereinsregister des Amtsgerichts Berlin-Charlottenburg unter der Nummer 23855 B. Als gemeinnützig anerkannt durch das Finanzamt für Körperschaften I Berlin, Steuernummer 27/681/51985. _______________________________________________ Wikimedia-l mailing list Wikimedia-l@lists.wikimedia.org Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l