Full disclosure I am an OTRS agent, I am not speaking on behalf of OTRS I
referencing only public information, or personal experiences

This page https://meta.wikimedia.org/wiki/OTRS answers some the questions
including a list of OTRS administrators , the last update to that page
which was marked for translation one can presume its been reviewed at that
stage as correct was 12 March 2020

For a full list of OTRS agents https://meta.wikimedia.org/wiki/OTRS/Users ,
though it doesn't say what queues individual agents have access to.

There is a page for the policy on accessing OTRS
https://meta.wikimedia.org/wiki/OTRS/Access_policy

There is an activity test, agents who have not answered any tickets for 6
months can have their access removed see
https://meta.wikimedia.org/wiki/OTRS/Activity_policy

The OTRSwiki has guides on how to answer almost every type of email that is
received, and when to defer emails to other queues. There are pre-prepared
answers available to the agents when answering, they can modify those
answers or write a fresh response themselves.

You can ask any OTRS agent to review a ticket,   and you could always
escalate it by contacting an OTRS admin if you had any specific concerns
with the actions of OTRS agent including the way they dealt with a ticket.

Internally OTRS agents have options to seek help;

   - can leave a note/comment on the ticket
   - can ask on the OTRSwiki for advice
   - can ask on the OTRS email list,

You can also choose to let someone else answer it, or forward it to another
queue, to me common sense says if you dont know dont answer or seek out
help beforehand .  OTRS agents are responsible for any edits make to
articles on the project. Anything that also needs an on project action must
comply with the projects policies, including BLP, Notability, and
verifiable citations  to make changes. If its edit warring or bypassing a
block then the person is referred back with links to the project dispute
processes.  I spent the first couple of weeks when I joined OTRS just
watching tickets and following/participating in discussions before I
started answering any tickets.

From what I've seen I dont think a public log is practicable
because sensitive information can be in the email header and email address
may not be public, there is also a considerable amount of
junk/spam/phishing emails that also come through the system. Every ticket
gets a confirmation email back with the ticket number.

I hope this helps with answering the questions being raised.

On Mon, 20 Jul 2020 at 06:18, Alessandro Marchetti via Wikimedia-l <
wikimedia-l@lists.wikimedia.org> wrote:

>  I am now quite confused. Are we supposed to ask very specific questions
> about OTRS hoping to get an answer because if the questions are too generic
> for sure we will never get a lot of answers? is that the general idea?
>
> ok if it helps, here are some of them
> 1. are OTRS policies categorized somehow? is there a page with instruction
> with how to handle mails from private companies, from people, mails of
> legal issues, mail about copyright etc2. how are OTRS agents reviewed? is
> it a peer-review process? is it regularly done?3. do we have a policy that
> impose a minimal constant activity on content-reòated platform to keep OTRS
> flag?
> 4. how can a normal user file a request to deflag another operator?5. is
> there a open log of OTRS requests, some place where minimal information
> related to a ticket can be disclosed (for example the date of arrival and
> maybe if it is regarding some content or some other topic?)6. is there a
> open log of OTRS operators, where we can see when they got the flag, a link
> to the request and how many queue they are handling?
> I think it's enough for now.
>
> Alex
>    Il lunedì 20 luglio 2020, 00:01:56 CEST, effe iets anders <
> effeietsand...@gmail.com> ha scritto:
>
>  On Sun, Jul 19, 2020 at 7:55 AM Andy Mabbett <a...@pigsonthewing.org.uk>
> wrote:
>
> > On Sun, 19 Jul 2020 at 09:03, effe iets anders <effeietsand...@gmail.com
> >
> > wrote:
> > >
> > > I rather have
> > > that people make their assumptions explicit so that you have an
> > opportunity
> > > to clarify, and use that as the basis for further conversation.
> >
> > You seem to be assuming - wrongly - that I have made assumptions which
> > I have not made explicit.
> >
> > Ironically, you have not explicitly stated your assumption.
> >
> > > My reading of this discussion is that there is a lot of 'secrecy'
> assumed
> >
> > No secrecy is being assumed. Too much secrecy is being observed.
> >
> > > where it is probably more a lack of existence of policies in the way
> Andy
> > > would like them to exist. This is a known problem with OTRS.
> >
> > It may well be that some policies that should exist, do not, or are
> > ''de facto'' without being written down. But until we see a
> > comprehensive list of those that do exist and are written, how can we
> > know?
> >
> > > I feel comfortable sharing that the set of OTRS-wide 'policies' that is
> > on
> > > the wiki, is probably of little interest to this matter.
> >
> > I am very interested in seeing all those 'policies'; as others have
> > said they are.
> >
> > As noted earlier in this thread, I do not see how I could be any more
> > clear about my wish to see them.
> >
> > > This is why I
> > > noted that Jonatan's response could be misleading, because it implies
> all
> > > kind of secrecy that doesn't exist.
> >
> > It stated, not implied, that "the Confidentiality Agreement all OTRS
> > agents sign" prevented him from answering some of the questions asked
> > on-wiki in February, and quoted at the start of this thread.
> >
> > > There are actually a few policies
> > > linked at [[m:OTRS <https://meta.wikimedia.org/wiki/OTRS>]], that are
> > > simply copied there (Access, Activity policies).
> >
> > That page, and those linked from it, do not answer the questions to
> > which I have already referred.
> >
> > > There is some stuff about
> > > privacy, confidentiality and how to deal with mailing lists. Imho
> nothing
> > > that exciting.
> >
> > Perhaps not exciting to you; but I and others argue that such content
> > should nonetheless be public. We have been told that OTRS agents are
> > discussing the matter on their private email and IRC channels, but
> > then... Nothing.
> >
> > > OTRS is an immensely diverse system, and I don't think it's helpful to
> > try
> > > to analyze that with overly broad questions.
> >
> > I do not accept that questions such as, for example:
> >
> >    5 how is OTRS overseen, and who by?
> >
> >    7 what is the process for the community to remove an
> >      individual's OTRS permissions, if they fail to uphold
> >      or abide by policy?
> >
> >    9 which individuals can make someone an OTRS agent,
> >      or remove their permissions?
> >
> >    10 how are the individuals in #9 appointed and overseen?
> >
> > are "overly broad"; but if you think they are, how would you narrow their
> > focus?
> >
> >
> First of all: you're framing my words and taking them out of context. I'm
> not going to waste further energy on that.
>
> Answering that would require me to actually understand what the underlying
> issue is that you want to solve. I've given up on that.
>
> Lodewijk
>
>
> > --
> > Andy Mabbett
> > @pigsonthewing
> > http://pigsonthewing.org.uk
> >
> > _______________________________________________
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