OTRS

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OTRS Wikimedia.svg

Open-source Ticket Request System

For prospective volunteers

OTRS (Open-source Ticket Request System) software is used to handle queries, complaints, and comments from the public by email to Wikimedia projects. Volunteers trusted to give courteous, helpful, and accurate responses are given access to the system via the web at https://ticket.wikimedia.org/. More volunteers are always needed, so if you are interested in volunteering please read OTRS/Recruiting for more information on how you can help out. Generally, if you are an experienced editor and feel qualified to help with answering emails in your language, please consider making an application to volunteer. If you would like to help set up an email address for a project/language that does not yet have a queue in OTRS, please contact an OTRS admin to set one up.

There is also an IRC channel (#wikimedia-otrsconnect), private wiki, and several mailing lists dedicated to Wikimedia OTRS.

Queues

Below is a list of all the queues that you can apply for. Please feel free to apply for all the queues where you think you'd be able to help.

Info

These queues are the general information addresses that are displayed on the Contact us pages on the Wikipedia projects (See the English Wikipedia's page, for example). Emails to these addresses usually deal with questions from readers of Wikipedia and from the subjects of articles. Emails are sorted into queues based on the language that they are written in, not the project that they relate to, because the queues are staffed by Wikimedia volunteers speaking a certain language, not from a certain project. Info queues are currently available in the following languages:

  • info (for all other languages)
  • info-af (Afrikaans)
  • info-als (Alemannisch)
  • info-ar (Arabic)
  • info-ca (Catalan)
  • info-cs (Czech)
  • info-da (Danish)
  • info-de (German)
  • info-el (Greek)
  • info-en (English)
  • info-es (Spanish)
  • info-et (Estonian)
  • info-fa (Persian)
  • info-fi (Finnish)
  • info-fr (French)
  • info-he (Hebrew)
  • info-hr (Croatian)
  • info-hu (Hungarian)
  • info-it (Italian)
  • info-ja (Japanese)
  • info-ka (Georgian)
  • info-ko (Korean)
  • info-nds (Low German)
  • info-nl (Dutch)
  • info-no (Norwegian (bokmål))
  • info-pl (Polish)
  • info-pt (Portuguese)
  • info-ro (Romanian)
  • info-ru (Russian)
  • info-scn (Sicilian)
  • info-sk (Slovak)
  • info-sl (Slovenian)
  • info-sr (Serbian)
  • info-sv (Swedish)
  • info-tr (Turkish)
  • info-uk (Ukrainian)
  • info-vi (Vietnamese)
  • info-zh (Chinese)

Permissions

Sometimes Wikimedians would like to use images that do not have clear cut licensing information in articles. These images might not be licensed already, might have a license that is not permissive enough for use on Wikipedia, or might otherwise need confirmation that the copyright holder has agreed to the license shown on the projects. Wikimedians often contact the copyright holders of various images and ask them to license them so that they can be used on Wikimedia projects. The permissions team on OTRS is the one that processes these "permissions" e-mails and attempts to verify that the copyright holder releases the images under an allowable license, that they do so clearly while understanding what that means, and that they actually are allowed to license the images in such a way (e.g. they hold copyright). These e-mails are then stored in the ticket system so that they can be verified by anyone with appropriate access. For more information, see commons:Commons:Permission.

  • permissions-commons (for Commons-hosted media)
    • permissions-commons-ar (Arabic)
    • permissions-commons-de (German)
    • permissions-commons-es (Spanish)
    • permissions-commons-fr (French)
    • permissions-commons-he (Hebrew)
    • permissions-commons-pl (Polish)
    • permissions-commons-pt (Portuguese)
    • permissions-commons-pt (Portuguese)
  • (for media hosted on other projects)
    • permissions-ar (Arabic)
    • permissions-de (German)
    • permissions-el (Greek)
    • permissions-en (English)
    • permissions-eo (Esperanto)
    • permissions-es (Spanish)
    • permissions-et (Estonian)
    • permissions-fi (Finnish)
    • permissions-fr (French)
    • permissions-hu (Hungarian)
    • permissions-it (Italian)
    • permissions-ja (Japanese)
    • permissions-ko (Korean)
    • permissions-ml (Malayalam)
    • permissions-nl (Dutch)
    • permissions-pl (Polish)
    • permissions-pt (Portuguese)
    • permissions-ru (Russian)
    • permissions-sk (Slovak)
    • permissions-sl (Slovenian)
    • permissions-sr (Serbian)
    • permissions-tr (Turkish)
    • permissions-uk (Ukrainian)
    • permissions-zh-hans (Simplified Chinese)
    • permissions-zh-hant (Traditional Chinese)

Photosubmissions

Wikimedia projects often lack good, freely-licensed images for certain articles, especially biographies of living persons. To mitigate this, the photosubmission queues were created on OTRS. They allow readers of Wikipedia and subjects (or their agents) of articles on the project to easily submit (via email to us) photos to help illustrate their articles.

Similar to the operation of permissions queues, the photosubmission team verifies that the person submitting the image is capable of freely licensing it, that they clearly state their intent to license it under a specific free license, and that they understand what they are doing. The team then helps by uploading and adding the image(s) to the relevant articles. The Dutch OTRS team has a similar initiative as part of their info-nl queue: Wikiportrait.

Sister projects

Commons-logo.svg Wikibooks-logo.svg Wikinews-logo.png Wikiquote-logo.png Wikidata-logo.svg Wikisource-logo.svg Wikispecies-logo.png Wiktionary-logo.svg Wikiversity-logo.svg Wikivoyage-Logo-v3-icon.svg

Though the general information queues technically serve all projects, the majority of the queries received tend to be related to Wikipedia or the Wikimedia projects as a whole. We don't receive many tickets that relate to non-Wikipedia projects, but the Sister projects queues were created to give them special attention so that they could be handled by people who know more about the specific project. If you have any particular knowledge about any of the Sister projects above, please feel free to request access to them individually as part of your application.

Other queues

There are many other queues in use within our OTRS implementation. They range in purpose but share one core purpose: to assist in facilitating communication amongst Wikimedia users, readers, customers and anybody else who has something to say! Through Wikimedia OTRS we support “Wiki Loves Monuments”, a number of Wikimedia chapters, several local oversight teams and numerous other foundation-related projects.

OTRS administrators

If you have any questions about applying or anything else relating to Wikimedia OTRS, feel free to contact one of the people below. You can also email volunteers-otrs-at-wikimedia.org or join us on the freenode IRC network in #wikimedia-otrsconnect.

If you disagree with an action that is linked to an OTRS ticket and would like it reviewed by other OTRS volunteers, please see OTRS/Review or contact one of the administrators below.

User Languages Location Time zone Email IRC nickname(s)
Cbrown1023 en, es-3 Washington, DC, USA UTC−05:00 – Eastern Time (North America) wiki-at-caseybrown.org kibble
Daniel en, is-3 Adelaide, Australia UTC+09:30 – Australian Central Standard Time dbryantsa-at-gmail.com DanielB
Jredmond en, es-1, fr-1, ru-1 St. Louis, Missouri, USA UTC−06:00 – Central Time (North America) via EmailUser jredmond
Keegan en Huntsville, Alabama, USA UTC−06:00 – Central Time (North America) via EmailUser Keegan
Mailer diablo en, zh Singapore UTC+08:00 – Singapore Standard Time via EmailUser mailer_diablo
Pajz de, en-3, la-2, it-1 Germany / Switzerland UTC+01:00 – Central European Time via EmailUser pajz
Raymond de, en-3, nl-2 Cologne, Germany UTC+01:00 – Central European Time raimond.spekking-at-gmail.com Raymond_
Rjd0060 (Ryan) en USA UTC−05:00 – Eastern Time (North America) rjd0060.wiki-at-gmail.com RD, Rjd0060
Tiptoety en USA UTC−07:00 – Pacific Time (North America) via EmailUser Tiptoety

See also
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