On Fri, Jul 17, 2020 at 4:17 AM Andy Mabbett <a...@pigsonthewing.org.uk> wrote:
> On Fri, 17 Jul 2020 at 02:47, Pete Forsyth <petefors...@gmail.com> wrote: > > > We would be better off if > > there were clearly articulated, published policies for OTRS > > Indeed. > Glad we agree on this central point! I think if we can stick to mapping out a path that would get us to this, we can have. aproductive discussion. > > > I think Andy wants to hold somebody responsible for the > > absence of those things > > You are mistaken; and I have complained previously in this thread and > in the on-wiki discussion about other people attempting to ascribe to > me motives or intentions that are not mine. > > I am unsure why this happens, why people are so bad at it, or what > purpose it is supposed to achieve. > > Please do not do so. > My apologies. I will be more careful about it going forward. Since it seems that multiple people are misunderstanding you on this point, I wonder whether there's anything you could do to express your views on this point more clearly. > > > But I would very much support an effort to draft, review, and publish > > policies and procedures going forward. > > This is the wrong order; we /first/ need OTRS (or whoever oversees > OTRS, though five months after asking, we still don't know who that > is, if anyone) to publish its existing policies etc; then we can > review them; then we can, if necessary, draft and propose changes or > additions. And report any instances where OTRS agents are not acting > within them. > I don't disagree -- the order you describe would be optimal. But it's not in your control, it's not in my control, and I haven't seen anybody who has access to that information commit to taking the first steps. So, it seems worthwhile to discuss alternate ways to get to a goal that (I think) everybody would support. Even if they're a little messy or less than optimal. To me, the outcome is far more important than a perfect process. > > > For what it's worth, I was an OTRS agent for several years; but, > precisely > > because of the absence of policies > > This was presumably historical, because we have been told that there > are (now) polices, but they are (partly, perhaps mostly) on a > non-public wiki. > Let me clarify -- I didn't say there were no policies at all, but that the absence of certain policies made it specifically challenging for me. If memory serves, there were a few policy pages on the OTRS wiki, but not as much detail as I would have liked to see, and there were transparency and trust issues within the OTRS world (between agents and OTRS admins) as well, which made internal discussion there challenging too. -Pete -- [[User:Peteforsyth]] _______________________________________________ Wikimedia-l mailing list, guidelines at: https://meta.wikimedia.org/wiki/Mailing_lists/Guidelines and https://meta.wikimedia.org/wiki/Wikimedia-l New messages to: Wikimedia-l@lists.wikimedia.org Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, <mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe>
