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 username, your experience at OTRS, and what you can offer at the workshop (e.g. organising sessions, giving talks, helping newbies)

• Mike Peel - respond primarily to emails to Wikimedia UK - can offer general support to an OTRS workshop, and can represent the workshop to (and ask for funding from) the Wikimedia UK board.
• James F. - mostly oversight requests, but also permissions etc.

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)

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)