The problem I indicated is that 'OTRS' is a diffuse system of queues. There are very few policies that govern 'OTRS', and even practices will differ across queues. I'm for example a member of the teams that handle info-nl, permissions-nl and wlx. All those behave very differently. If you replace 'OTRS' with 'xyz queue on OTRS', someone from that queue may be able to give you a coherent answer. If you're asking at the OTRS-level, I don't think there's much policies/practices beyond the ones that I mentioned.
Lodewijk On Sun, Jul 19, 2020 at 3:17 PM Alessandro Marchetti <alexmar...@yahoo.it> 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 etc > 2. 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 > > > > _______________________________________________ > > 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: Wikimediafirstname.lastname@example.org > > Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, > > <mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe> > > _______________________________________________ > 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: Wikimediaemail@example.com > Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, > <mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe> > _______________________________________________ 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: Wikimediafirstname.lastname@example.org Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/wikimedia-l, <mailto:wikimedia-l-requ...@lists.wikimedia.org?subject=unsubscribe>