വിക്കിപീഡിയ:Volunteer response team

ഈ താൾ മലയാളം വിക്കിപീഡിയയുടെ ഔദ്യോഗിക നയമായി കണക്കാക്കുന്നു. വിക്കിപീഡിയ ലേഖകർ ഇതിനെ എല്ലാ ഉപയോക്താക്കളും പിന്തുടരേണ്ട മാനദണ്ഡമായി അംഗീകരിച്ചിരിക്കുന്നു. എന്നിരുന്നാലും ഇവിടുത്തെ പ്രതിപാദ്യങ്ങൾ മാറ്റമില്ലാത്തതല്ല. സാമാന്യബുദ്ധിക്കും സന്ദർഭത്തിനും ഇണങ്ങുംവിധം വേണം ഇവ ഉപയോഗിക്കേണ്ടത്. ഈ താൾ തിരുത്തുവാൻ ഉദ്ദേശിക്കുന്നുവെങ്കിൽ, ആ പ്രവൃത്തി സർവ്വസമ്മതമാണെന്ന് ഉറപ്പുവരുത്തുക. സംശയം തോന്നിയാൽ സംവാദം താളിൽ രേഖപ്പെടുത്തുക.

The OTRS volunteer team handles a range of liaison and assistance tasks across all Wikimedia projects. A dispute resolution process exists for any editor querying actions based on an OTRS ticket.

വിക്കിപീഡിയയുടെ നയങ്ങൾ
തത്ത്വങ്ങൾ
പഞ്ചസ്തംഭങ്ങൾ വിക്കിപീഡിയ എന്തൊക്കെയല്ല എല്ലാ നിയമങ്ങളെയും അവഗണിക്കുക
തർക്കവിഷയങ്ങൾ
സന്തുലിതമായ കാഴ്ച്ചപ്പാട് പരിശോധനായോഗ്യത കണ്ടെത്തലുകൾ അരുത് ജീവിച്ചിരിക്കുന്ന വ്യക്തികളുടെ ജീവചരിത്രങ്ങൾ ലേഖനങ്ങളുടെ നാമകരണം
ഒത്തൊരുമിച്ചുള്ള പ്രവർത്തനം
മര്യാദകൾ വ്യക്തിപരമായി ആക്രമിക്കരുത് ഉപദ്രവം നിയമപരമായ ഭീഷണികൾ അരുത് സമവായം തർക്കപരിഹാരം
കൂടുതൽ
നയങ്ങളുടെ പട്ടിക മാർഗ്ഗരേഖകളുടെ പട്ടിക

Within Wikimedia, OTRS refers to both the volunteers and software that organize, handle, and respond to e-mails sent to Wikipedia and the Wikimedia Foundation. The Foundation utilises Open-source Ticket Request System ("OTRS") software to process the e-mail that it receives.

OTRS provides an organized way for multiple people to categorize and respond to third party e-mails, and can be conceived as a kind of Wikimedia-wide customer service e-mail team. Volunteers (also called "respondents", "agents" or "OTRS team members") must have an exceptionally good track record on Wikimedia projects, and may be required to provide personal identification to the Wikimedia Foundation.

OTRS activities

The emails received by the OTRS team cover an extremely wide range – copyright compliance and copyright permissions for donated media, liaison for article and BLP issues, blatant vandalism, compliments and feedback, information requests, legal matters, and a wide range of miscellaneous email and spam.

Most requests relating to usual editorial matters will be referred to normal on-wiki processes. More active assistance may relate to defamation and privacy issues, and handling of requests from the subjects of articles. OTRS also acts as a point of contact for third parties unfamiliar with Wikipedia's editing process, who wish to notify Wikipedia about an article concern, mistake or correction.

Users, tickets and queues

See meta:OTRS for the main OTRS page, and a full list of queues and publicly listed volunteers

Tickets and queues

Incoming email requests in Wikimedia's OTRS system are known as "tickets" and identified by a "ticket number". Emails are categorized on arrival by language and type of content to allow for improved service.

OTRS team members are given access to designated categories of email (known as "queues") at the determination of the OTRS administrators. There are four main sets of OTRS queues which directly relate to the English Wikipedia:

• info-en, which handles general information inquiries sent in the English language, including most copyright issues (hence, these queries do not always relate to the English Wikipedia, as this is a 'general English language queue'.)
• info-en (Quality), a subset of info-en which has a more narrow membership relative to info-en. 'Quality' deals near-exclusively with sensitive issues e-mailed into Wikimedia from subjects of articles.
• Permissions, which deals with English Wikipedia permissions (for example, permission confirmation to use text in our articles, or images which are uploaded locally as opposed to being uploaded at Commons).
• Legal, which handles e-mails generally from qualified legal practitioners, or mail which otherwise needs a legal-oriented response (rather than a policy- and morality-oriented one, which are more frequently handled by the Quality queue).

Membership of OTRS

OTRS membership is under the direct supervision of the OTRS administrators (themselves designated by the Wikimedia Foundation's Volunteer Coordinator), to individuals across all projects sufficiently trusted by them to give courteous and knowledgeable replies. OTRS frequently involves being willing to work on difficult, sensitive, and at times hostile messages sent to Wikimedia, being sensitive to the needs of outsiders and having exemplary discretion. New volunteers are welcome at meta:OTRS/volunteering; after a sufficient period of time, the OTRS administrators will process an application and decide on whether to accept or decline the nomination at their discretion, taking into account all factors.

Users with access to the OTRS system are not required to publicly identify their membership. However, if a user who does not publicly identify themselves on their userpage as being an OTRS respondent, makes an edit or log action referencing an OTRS ticket, please feel free to contact them to check their membership and/or confirm the ticket citation is valid. If you have any doubts about a users' membership in such situations, please feel free to contact one of the OTRS administrators listed below via e-mail to confirm it, providing a link to the action which referenced the OTRS ticket in the summary.

List of OTRS administrators

Note: For a list including those administrators not active on English-speaking issues, please see meta:OTRS#Administrators.

Bastique · Daniel · Guillom · Jredmond · Mindspillage · Mwpnl

OTRS actions on the English Wikipedia

OTRS respondents may, in certain circumstances, make edits to Wikipedia citing an OTRS ticket. This is considered an OTRS action. As with every other edit that cites Wikipedia:Biographies of living persons, Wikipedia:Copyrights, or other policy, particular caution should be applied when reverting OTRS actions. Careless reverts are likely to be in contravention of Wikipedia policy or legal requirements.

OTRS respondents deal with private information, and the OTRS guidelines given to them by the Wikimedia Foundation specifically prohibit release of that information without explicit permission from the original provider of that information. Therefore, when performing edits related to a specific OTRS ticket, they may only be able to provide vague information (or no information) in order to protect the privacy of the individual submitting the request.

OTRS respondents must abide by the policies and guidelines of the individual wikis when carrying out tasks on those wikis related to requests received via the OTRS system. Most OTRS actions on the English Wikipedia will be enacted under the Wikipedia:Copyrights and Wikipedia:Biographies of living persons policies, and will have protection from immediate reversion because of this.

Any OTRS action on the English Wikipedia must come with an associated OTRS ticket identification number (eg: "OTRS #2009081110073031") or link to the ticket (eg. "otrs:3496242"). As much information as can be given about the reason for the action, should be given. If you disagree with an OTRS action and there is no information given as to why that action was taken, please make a direct request to the editor to provide any information (see "Dispute resolution" below), and give them enough time for them to determine a response. Due to privacy guidelines, they may need to seek permission to divulge information about the action or else discuss what information can be divulged with other OTRS respondents and/or the OTRS administrators.

Dispute resolution

Disagreeing with an OTRS-related edit

If you disagree with an edit whose summary or log referenced an OTRS ticket, the OTRS team strongly recommends that you contact the editor responsible prior to reverting, as the editor may be in possession of confidential information that should not be published on a public site such as Wikipedia. Doing this initiates the OTRS review procedures, which are (in order) as follows:

1. Contact the editor who made their change, preferably by e-mail. Private correspondence provides slightly more latitude for the OTRS editor to discuss privacy-related issues in confidence (which they otherwise be unable to present for the wider public on-wiki), or on their user talk page.
2. If you disagree with the resulting view, it is encouraged that you open a requests for comment on the issue. All Wikipedia edits must be supported by consensus; if a consensus exists after a reasonable time period at the RfC to undo the edits made in response to the OTRS ticket, then such edits should naturally be undone. Please note that the material should not be restored until after a consensus to support exists at the requests for comment, and that in certain cases full details will not be able to be posted on-wiki. The definition of "reasonable time period" should be more conservative than what would otherwise be expected for such proceedings, and in particular should allow sufficient time for the original OTRS respondent(s) to provide a statement.
3. Ultimately, all English Wikipedia-based actions of OTRS volunteers, just like those of all editors, are open to the scrutiny of the Arbitration Committee in its role as the final stage of dispute resolution on the English Wikipedia and as the body responsible for handling non-public information and privacy related issues on that wiki. If a request for comment is unable to fully resolve the dispute, and the reason for the action includes non-public information, then the Committee should be asked to look at the non-public aspects, before a final decision is made.

Disagreeing with a user's OTRS membership

OTRS is a cross-wiki volunteer system, and acts as a resource for all Wikimedia projects. As such, membership in the OTRS response team is not under the jurisdiction of any one particular Wikimedia wiki, its community, or its Arbitration Committee, but is purely determined by the OTRS administrators. OTRS team members are accountable to the OTRS administrators for their actions when using the system. Because the system handles such a wide variety of e-mails, being sanctioned on one Wikimedia wiki does not automatically prejudice users' membership on OTRS; however, OTRS administrators will look at the underlying reasons for any sanctions to see whether the actions that led to them are incompatible with what is required from a respondent, and come to a consensus decision from that analysis. If you wish to bring any such issue or sanction to the attention of the OTRS administrators, please e-mail one of the administrators listed above. If you have concerns about a pending OTRS nomination currently listed at meta:OTRS/volunteering, please leave a comment in the relevant section highlighting the reasons for your concern or speak to an OTRS admin.

See also

• meta:OTRS
• Customer Service in Wikipedia – OTRS (2009). Video recording of a informal workshop with Cary Bass (User:Bastique), the Wikimedia Foundations Volunteer Coordinator, from the 2009 Wiki–Conference in New York. 33m 2s (91Mb), Ogg Theora formated.