OTRS workshop

If you are interested in participating in an OTRS workshop in the UK, along the lines of the workshop at Wikimania 2011, then please add your signature below, along with what you would be able to bring / do at the workshop. New volunteers to help with OTRS would be most welcome!

Volunteers and participants

Please add your Wikimedia username, a summary of your experience responding to queries sent to Wikimedia's OTRS, and what you could offer in terms of presenting at the workshop (e.g. organising sessions, giving talks, helping newbies, or by sharing issues that could, or have been, either perceived or encountered by new contributors). If you would require financial sponsorship in order to attend such a workshop in the UK (which will most likely take place in London), then please provide a rough estimate (in the appropriate currency) as to how much sponsorship your attendance would need. (Note that this should focus on the associated travel costs, as local costs of a multi-day workshop will be automatically taken into account via our expense policy).

1. Mike Peel. I respond primarily to emails sent to Wikimedia UK. I can offer general support to an OTRS workshop; can represent the chapter POV towards OTRS responses (particularly in terms of the legal/libel issues that may result from the phrasing or format of OTRS responses that are sent on behalf of the various Wikimedia organisations), and can provide administrative and logistical support for such an event. As a WMUK board member, I can also represent the workshop to (and ask for funding from) the Wikimedia UK board.
2. James F. - mostly oversight requests, but also permissions etc.
3. lyzzy - general support, talks, bring along experiences from the german team
4. Chase me ladies, I'm the Cavalry - oversight, quality, legal, copyvio etc... I'm not so hot on other languages, or on permissions though. I'm happy to help newbies, but I'm not too good at public speaking.
5. HJ Mitchell - info-en and permissions; I'd be happy to come along and share my experiences and learn from others'.
6. Wikipedia:User:Filceolaire I am interested in becoming an OTRS volunteer (though last time I asked I was turned down for not being wiki enough).
7. Fæ - I can be periodically found answering copyright, complaints, upload requests and chapter matters on OTRS. Happy to help with an intro or to discuss possible improvements.
8. Martin Poulter - have logged in and deleted spam - would welcome an opportunity to upskill

Potential talks and sessions

(Please add a title and brief summary of what you could talk about/lead a session on)

Comments

Location

Would a meeting room somewhere in London be optimal, or would somewhere else be best? Beyond space, caffeine (or other refreshments) and wireless internet access, what else would the workshop need? How long should the meeting last? Mike Peel 19:09, 6 August 2011 (UTC)

I'd imagine that London would the least-bad location. In terms of venue, not sure - perhaps somewhere like ULU? Or the place the WMUK Board rented for a day next to King's Cross?

Jdforrester 21:27, 6 August 2011 (UTC)

• The new Old Street meeting rooms will be ideal and free. There is room for up to 12 (could host a max of 24), it has a casual sitting area next to the rooms, wifi access and is rarely booked at weekends. Should be available by late November. Would need a bit of coordination to let people in/out. --Fæ 11:42, 28 October 2011 (UTC)

Meeting aims

Could include:

• Improving OTRS responses, by sharing experiences and horror stories, and documenting best practices and improving standard ticket responses
• Inducting new OTRS agents, and figuring out ways to encourage more to assist
• Optimising workflows to minimize work and ensure speedy response to tickets (including those sent to chapters and foundation?)

What else? Mike Peel 21:27, 8 August 2011 (UTC)