Commons talk:Volunteer Response Team
From Wikimedia Commons, the free media repository
For enquiries that need the attention of OTRS members, use the OTRS noticeboard. |
This is the talk page for discussing improvements to Commons:Volunteer Response Team.
- This is not a forum for general discussion of the page’s subject.
- Put new text under old text. Click here to start a new topic.
- Please sign and date your posts by typing four tildes (
~~~~
). - New to Commons? Check out the project scope. Ask questions, get answers.
This talk page is automatically archived by ArchiveBot. Any sections older than 30 days are automatically archived. Sections without timestamps are not archived. |
OTRS members with access to permissions queues: Lua error in Module:Autotranslate at line 77: No fallback page found for autotranslate (base=OTRS/Users, lang=en). |
Implement automated responses
- The following discussion is archived. Please do not modify it. Subsequent comments should be made in a new section. A summary of the conclusions reached follows.
- This proposal is now under discussion amongst the OTRS permissions agents on the OTRS wiki. Updates will be left here for the general Commons community as events warrant. Thank you to all who have commented - and if you have any additional concerns/questions and are not an OTRS agent, please leave your comment below this box. Rjd0060 (talk) 19:55, 15 April 2015 (UTC)[reply]
As soon as en email is sent to OTRS, OTRS should respond with an automated acknowledgment, this should include the ticket number. - hahnchen 21:12, 15 March 2015 (UTC)[reply]
- This has been discussed internally several times. Out of curiosity from a non OTRS volunteer, why would you like to see that happen? Thank you for your note, Hahnchen. Rjd0060 (talk) 22:00, 15 March 2015 (UTC)[reply]
- So I can chase up through other channels with a ticket number. The system should also allow me to append a ticket by replying to the acknowledgment which should improve workflow and organisation. It could also give a backlog estimate to set realistic expectations. - hahnchen 10:05, 16 March 2015 (UTC)[reply]
- Support I think it is a good idea. Most websites where you report an issue by email sends you acknowledgment that they got your email. The email might also list average response time. --Jarekt (talk) 13:16, 16 March 2015 (UTC)[reply]
- ...and because of that common practice and the expectations it creates, some people may needlessly send multiple mails and inquire on the noticeboard if they don't receive an automatic reply. —LX (talk, contribs) 14:25, 16 March 2015 (UTC)[reply]
- But LX, look at Commons:OTRS/Noticeboard#ticket:2014112610018243 where user who sent permission in November but still did not get the answer from OTRS, while his files were deleted for lack of OTRS permission. It would be nice if such a user had a way of knowing that the permission was received ian it is just waiting for processing, otherwise he might be tempted to send more permissions. --Jarekt (talk) 12:15, 7 April 2015 (UTC)[reply]
- I agree. What I said was meant to support your argument. Most people expect an automatic response. We don't send one. People think what they sent wasn't received, so they send it again. Result: even more noise in the system → longer processing times → more people sending in duplicate permissions → repeat. —LX (talk, contribs) 14:08, 7 April 2015 (UTC)[reply]
- But LX, look at Commons:OTRS/Noticeboard#ticket:2014112610018243 where user who sent permission in November but still did not get the answer from OTRS, while his files were deleted for lack of OTRS permission. It would be nice if such a user had a way of knowing that the permission was received ian it is just waiting for processing, otherwise he might be tempted to send more permissions. --Jarekt (talk) 12:15, 7 April 2015 (UTC)[reply]
- ...and because of that common practice and the expectations it creates, some people may needlessly send multiple mails and inquire on the noticeboard if they don't receive an automatic reply. —LX (talk, contribs) 14:25, 16 March 2015 (UTC)[reply]
- Support helpful function. --Steinsplitter (talk) 14:01, 16 March 2015 (UTC)[reply]
- Support helpful to add this to more queues --Didym (talk) 14:03, 16 March 2015 (UTC)[reply]
- Support Jee 15:21, 16 March 2015 (UTC)[reply]
- Support. This will timestamp for the user when the email was received and placed in queue. Without a prompt response, the user may be left wondering if the email made it to the destination, hence multiple requests as mentioned above. I can see no harm. --Abd (talk) 14:48, 6 April 2015 (UTC)[reply]
- Support - as the queues seem to be getting longer and longer, it would be useful to have an auto reply for reassurance. Green Giant (talk) 19:43, 6 April 2015 (UTC)[reply]
Comment The topic has been discussed by the OTRS admins and it is going to be implemented shortly if no strong objection arises. --Krd 18:11, 9 April 2015 (UTC)[reply]
- Comment While this can be useful for most queues, not all for all queues this is wanted. Romaine (talk) 05:48, 10 April 2015 (UTC)[reply]
- If I'm not badly mistaken, we are talking here about permission queues only, as these are the most relevant for Commons and are those which have a notable backlog. --Krd 10:35, 10 April 2015 (UTC)[reply]
- To clarify, there will be an internal discussion (amongst the permissions users) to see how they wish to proceed. That is likely what Krd was referring to with regards to "if no strong objection." There is a con or two to implementing this. Discussion should pop up within the next week. Watch otrs-wiki and your email. :-) Rjd0060 (talk) 15:50, 10 April 2015 (UTC)[reply]
- Rjd0060 , If there is such discussion can you add a link to it? --Jarekt (talk) 17:36, 10 April 2015 (UTC)[reply]
- Jarekt, the discussion was amongst OTRS admins as a result of this discussion. We just had a brief chat about it and can see some benefit - so we're preparing to initiate a discussion amongst the permissions volunteers within the near future. Rjd0060 (talk) 20:07, 10 April 2015 (UTC)[reply]
- Rjd0060 , If there is such discussion can you add a link to it? --Jarekt (talk) 17:36, 10 April 2015 (UTC)[reply]
- I missed this proposal but Support anyways ;). Why don't we give the customer a quick update about the backlog via the automatic responce. This way they know it can take several weeks before an agent picks up the ticket. Natuur12 (talk) 18:15, 10 April 2015 (UTC)[reply]
- I was already thinking of it, and I don't consider it impossible, so it's definitely an option. --Krd 18:50, 10 April 2015 (UTC)[reply]
- Support I see no reason not to do this, as it would help alleviate some of the queries about why we are not responding in due time. Kevin Rutherford (talk) 21:53, 14 April 2015 (UTC)[reply]
- Support--MichaelMaggs (talk) 02:56, 15 April 2015 (UTC)[reply]
- The above discussion is preserved as an archive. Please do not modify it. Subsequent comments should be made in a new section.
Hidden category: