Submissions/OTRS workshop

From Wikimania 2012 • Washington, D.C., USA

This is a rejected submission for Wikimania 2012.

Submission no.


Title of the submission

OTRS workshop

Type of submission (workshop, tutorial, panel, presentation)


Author of the submission

Harry Mitchell

E-mail address


HJ Mitchell

Country of origin

United Kingdom

Affiliation, if any (organization, company etc.)

Wikimedia UK

Personal homepage or blog

Wikipedia userpage

Abstract (please use no less than 300 words to describe your proposal)

Following on from the highly successful two-day OTRS workshop in London in early 2011, this will be a shorter discussion among OTRS agents with the aim of discussing best practices, swapping skills, and discussing potential improvements to OTRS—both technical (such as the software itself) and social (such as the interaction between OTRS agents and the wider community and how we can explain our actions to the community without breaking the confidence of the client). I would be happy to lead/chair the discussion, but it would be a round-table discussion where everybody would be given a chance to express their opinion (concisely). For obvious reasons, the overwhelming majority of participants at the London workshop were from the UK, so this may also be a chance to share some of the conclusions from that workshop with OTRS agents from around the world, as well as a valuable and rare opportunity to meet colleagues face-to-face to discuss OTRS.

Track (Wikis and the Public Sector; GLAM (Galleries, Libraries, Archives, and Museums); WikiCulture and Community; Research, Analysis, and Education; Technology and Infrastructure)

Technology and Infrastructure

Length of presentation/talk (if other than 25 minutes, specify how long)

An hour?

Will you attend Wikimania if your submission is not accepted?


Slides or further information (optional)
Special request as to time of presentations (for example - can not present on Saturday)

No preference

Interested attendees

If you are interested in attending this session, please sign with your username below. This will help reviewers to decide which sessions are of high interest. Sign with four tildes. (~~~~).

  1. Couldn't come all the way to London for the last one, this is a must attend for me when I hopefully get to D.C. MikeLynch 17:23, 10 February 2012 (UTC)[reply]
  2. Krinkle 18:41, 12 February 2012 (UTC)[reply]
  3. --Cindamuse 14:40, 13 February 2012 (UTC)[reply]
  4. Adam Wight 07:24, 14 February 2012 (UTC)[reply]
  5. odder (talk) 22:17, 18 February 2012 (UTC)[reply]
  6. Tom Morris 21:05, 20 February 2012 (UTC)[reply]
  7. Yes, definitely. Steven Zhang (talk) 06:05, 29 February 2012 (UTC)[reply]
  8. Lvova (talk) 20:07, 8 March 2012 (UTC)[reply]
  9. CyrielB (talk) 21:47, 12 March 2012 (UTC)[reply]
  10. Nikerabbit (talk) 08:29, 13 March 2012 (UTC)[reply]
  11. Iopensa (talk) 12:29, 19 March 2012 (UTC)[reply]
  12. -- DQ (ʞlɐʇ) 17:50, 21 March 2012 (UTC)[reply]
  13. Dummies guide to OTRS, yes, please! SarahStierch (talk) 02:08, 22 March 2012 (UTC)[reply]
  14. ... add yourself