OTRS has always seemed modeled after our wikis; self-selecting, self-perpetuating, self-governing... Often inconsistent, and always opaque to outsiders. There was a time when this was regarded as a feature. As other functions have become more transparent and accountable, OTRS has kept a low profile.
On Mon, Jul 6, 2020 at 5:42 PM Amir Sarabadani <ladsgr...@gmail.com> wrote: > Hello, > This is the first time that I heard that the rules and policies of a > volunteer body are confidential. As a CU and OS we don't have any > confidential policy (confidential data, sure) > > Can you elaborate more? > > On Mon, Jul 6, 2020 at 7:52 PM Jonatan Svensson Glad < > gladjona...@outlook.com> wrote: > > > Some quick non-answer (better knows as !answers): > > > > 1. what are OTRS' rules and policies? > > I’m unable to answer this due to the Confidentiality Agreement all OTRS > > agents sign. <https://phabricator.wikimedia.org/L45> Any and all > > information on the OTRS wiki is private. OTRS wiki is used as a private > > workspace restricted to Wikimedia Foundation staff, chapter > > representatives, and Volunteer Response Team members, and is is strictly > > confidential. > > > > 2. where are those rules and policies documented, and why are they not > > public? > > All rules and policies not stored on a local wiki (Commons, enwp, etc.) > or > > Meta are stored on the OTRS wiki <http://otrs-wiki.wikimedia.org>. Why, > > if any rules or policies posted on OTRS wiki, are not public, I’m unable > to > > answer this due to the Confidentiality Agreement all OTRS agents sign. > > > > 3. where are those rules and policies discussed and decided? > > If not discussed publicly on a local wiki (Commons, enwp, etc.) or Meta, > > they can be discussed on e.g. the Café on the OTRS wiki < > > http://otrs-wiki.wikimedia.org> or on the mailing list. Or, I guess, by > > ”decree" by WMF. > > > > 4. what is the process for getting those rules and policies changed (or > > reworded for clarity)? > > I’m unable to answer this due to the Confidentiality Agreement all OTRS > > agents sign. > > > > 5. how is OTRS overseen, and who by? > > OTRS has 9 ”OTRS admins” < > > https://meta.wikimedia.org/wiki/OTRS#OTRS_administrators>. I believe > OTRS > > falls under the Communications committee’s purview, and perhaps T&S. > > > > 6. what is the approval process for an individual to become an OTRS > agent? > > Please see https://meta.wikimedia.org/wiki/OTRS/Volunteering. > > > > 7. what is the process for the community to remove an individual’s OTRS > > permissions, if they fail to uphold or abide by policy? > > I do not know the answer to this question. > > > > 8. if an individual has been acting contrary to policy, what is the > > process for reviewing and if necessary overturning their past actions > > (including contacting and apologising to their correspondents)? > > I’m unable to answer this due to the Confidentiality Agreement all OTRS > > agents sign. > > > > 9. which individuals can make someone an OTRS agent, or remove their > > permissions? > > OTRS admins <https://meta.wikimedia.org/wiki/OTRS#OTRS_administrators>. > > > > 10. how are the individuals in #9 appointed and overseen? > > I do not know the answer to this question. > > > > > > Jonatan Svensson Glad > > Josve05a > > _______________________________________________ > > 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> > > > > -- > Amir (he/him) > _______________________________________________ > 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> _______________________________________________ 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>
