维基百科:志愿者回复团队/草案

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{{Procedural policy|WP:VRT}}

OTRS志工介面（截至2016年）

The Volunteer Response Team is a group of volunteers who answer most email sent to Wikipedia and the Wikimedia Foundation. 该团队使用开源工单请求系统（OTRS）软体组织与处里他们所收到的电子邮件。OTRS is often used as a short-hand term to refer to the team itself.

The OTRS software provides an organized way for multiple people to categorize and respond to third party emails, so the team can be interpreted as a kind of Wikimedia-wide customer service email team. Volunteers must have an exceptionally good track record on Wikimedia projects, and may be required to provide personal identification to the Wikimedia Foundation.

There are several different email addresses that reach the volunteer team. If you have been advised to "contact OTRS" and were sent here, please read Wikipedia:Contact us for further advice, including suggestions for which email address to write to for particular problems as well as other possible ways to resolve your issue.

团队活动[编辑]

The volunteer response team receives a wide variety of emails:

Most requests relating to usual editorial matters are referred to normal on-wiki processes. Volunteers may provide more active assistance for defamation and privacy issues and for requests from the subjects of articles. The volunteer response team also acts as a point of contact for third parties unfamiliar with Wikipedia's editing process, who wish to notify Wikipedia about an article error or concern.

全域使用者权限[编辑]

All editors with access to the OTRS permissions and/or photosubmission queue are given the global OTRS members user right. The user right itself only includes the permission to read pages, held by every IP and user account. The user right exists for Special:AbuseFilter/642 which logs edits that add or modify an OTRS permission template to a file page or article talk page. Only some users who have access to the permissions and/or photosubmission queue have the user right so far, so the log is not accurate as yet.

使用者、工单与队列[编辑]

See meta:OTRS for the main page, and a more complete list of queues and publicly listed volunteers

工单与队列[编辑]

Incoming email requests in Wikimedia's OTRS system are known as "tickets" and are identified by a "ticket number". Emails are categorized on arrival by language and type of content to allow for improved service.

Team members are given access to designated categories of email (known as "queues") at the determination of the OTRS administrators. There are three main sets of queues which directly relate to the English Wikipedia:

  • info-en, which handles general inquiries sent in the English language, including most copyright issues. This is a general set of queues, so tickets here may be related to any Wikimedia Foundation project in any language.
  • info-en (Quality), a subset of info-en which has a more narrow membership relative to info-en. 'Quality' deals almost exclusively with sensitive tickets from subjects of articles.
  • Permissions, which handles tickets from copyright holders granting the Wikimedia Foundation permission to reuse text, images, or other media.

志工回复团队成员[编辑]

Team membership is under the direct supervision of the OTRS administrators (themselves approved by the Wikimedia Foundation), to individuals across all projects sufficiently trusted to give courteous and knowledgeable replies. Volunteer team work frequently involves being willing to work on difficult, sensitive, and at times hostile messages sent to Wikimedia; being sensitive to the needs of outsiders; and having exemplary discretion.

The complete list of user accounts on the OTRS system can be found at Meta-Wiki. If you have any doubts that an editor who is referencing an OTRS ticket in an edit may not be an OTRS respondent, please feel free to contact one of the OTRS administrators listed below via email to clarify, providing a link to the action which referenced the OTRS ticket in the summary.

New volunteers are welcome to apply at meta:OTRS/Volunteering. Other users are also encouraged to comment publicly or privately on applications listed on that page. The OTRS administrators will discuss all applications privately and decide whether to accept or decline the nomination at their own discretion.

志工回复团队管理员[编辑]

目前尚无以中文为母语之管理员，所有管理员名单请参考meta:OTRS#Administrators。

来自新加坡的用户Mailer diablo懂得使用汉语。您可以前去英文维基百科进行联系。

中文维基百科中志工回复团队成员的隐私方针[编辑]

志工回复团队成员会处理私人资料，而维基媒体基金会的隐私方针特别禁止在未经原始提供者同意下发布其私人资料。因此，当OTRS志工处理特定工单的询问请求时，只能提供模糊资讯（或声明不提供资讯），以保护提交请求者的隐私。

志工回复团队成员在处理与个别维基媒体网站有关的OTRS请求时，必须遵守这些网站的方针与指引。在中文维基百科，绝大多数的行为都应在Wikipedia:著作权资讯和Wikipedia:生者传记的规定下进行，并因此受到即时恢复权（immediate reversion）的保护。

争议的解决[编辑]

不同意志工回复团队执行之相关编辑[编辑]

志工回复团队要求您在进行回复前通知编辑者。OTRS服务人员并没有高于中文维基百科方针的权威，也没有任何特定的编辑控制权。然而，服务人员可能拥有执行相关行动的机密资讯，并且不能将之发表于公开的论坛。

如果您不同意某个编辑或操作纪录，而且确信这与某个OTRS工单有关，您可以与任何编辑者一样启动一般的编辑审核流程。此外您还可以选择：

  1. 联络执行该次变更行动的编辑者；请优先使用电子邮件联系，否则在其使用者页面上留言。私人通信可以为回复团队成员提供更多的保密自由，以利讨论与隐私相关的问题。
  2. 如果您不同意其谘询结果，想要寻求第二意见，您可以有以下选择：

再次重申，请记得所有的行动皆基于维基百科的方针、指引与其实践。

反对某位使用者OTRS志工的资格[编辑]

The volunteer response team is a cross-wiki effort and acts as a resource for all Wikimedia projects. As such, membership in the volunteer response team is not under the jurisdiction of any one particular Wikimedia wiki, its community, or its Arbitration Committee, but is purely determined by the OTRS administrators. Team members are accountable to the OTRS administrators for their actions when using the system. Because the system handles such a wide variety of emails, being sanctioned on one Wikimedia wiki does not automatically terminate users' access to the OTRS system; however, OTRS administrators will look at the underlying reasons for any sanctions to see whether the actions that led to them are incompatible with what is required from a respondent, and come to a consensus decision from that analysis. If you wish to bring any such issue or sanction to the attention of the OTRS administrators, please email one of the administrators listed above. If you have concerns about a pending volunteer nomination currently listed at meta:OTRS/Volunteering, please leave a comment in the relevant section highlighting the reasons for your concern or speak to an OTRS admin.

参见[编辑]

Template:Wikipedia accounts

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