On Mon, Mar 2, 2009 at 7:33 PM, Anthony <wikim...@inbox.org> wrote: > > What is the current "OTRS process"?
There is no formalized process. If a OTRS volunteer notes that a customer remains unhappy with the resolution of the case, he/she will normally refer in an informal way to the OTRS mailinglist or OTRS IRC channel for second opinions and discussion on how to proceed. In cases which have a legal relevancy, either foundation's input (eg. Mike/Cary) will be sought or the customer will directly be asked to write to the Foundation. >When I contacted them a couple years > ago I was referred to arb com, and didn't hear from them again. I believe that dispute between users would usually be referred to ArbCom (on en.wikipedia). For content / BLP issues, I don't think this should happen. > My problem wasn't in regard to a biography, but it was a "BLP issue" under > Sue's expanded definition (it was in regard to some things written about me > in the Wikipedia namespace). > Was this part of a larger dispute that was already being considered by the ArbCom? If so, I would assume that the OTRS volunteer in charge wanted to avoid too many parties considering the same thing. > I'm sure the process has changed in the years since, though. Does the > current process ask people if they're satisfied? > If you mean "ask" as in, do we work like Microsoft which puts a "If this response was helpful, click here, if not, please click here to send an email to my manager" (or along these lines) at the end of each support email, then no. However, we assume that people who are not satisfied will follow up by way of response and then, see above... The "Microsoft option" is rather impractical, as there is no hierarchy in OTRS, we don't have "supervisors" or "managers" to whom emails could be referred. But again, each email includes a footer that says that this response comes from a group of volunteers and that formal follow-up would need to be done in a certified letter to the foundation. Michael -- Michael Bimmler mbimm...@gmail.com _______________________________________________ foundation-l mailing list foundation-l@lists.wikimedia.org Unsubscribe: https://lists.wikimedia.org/mailman/listinfo/foundation-l
