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. 該團隊使用開源工單請求系統（OTRS）軟體組織與處里他們所收到的電子郵件。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.

團隊活動

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.

全域使用者權限

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、工單與隊列

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

工單與隊列

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.

志工回覆團隊成員

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.

志工回覆團隊管理員

目前尚無以中文為母語之管理員，所有管理員名單請參考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進行联系。

中文維基百科中志工回覆團隊成員的隱私方針

志工回覆團隊成員會處理私人資料，而維基媒體基金會的隱私方針特別禁止在未經原始提供者同意下發佈其私人資料。因此，當OTRS志工處理特定工單的詢問請求時，只能提供模糊資訊（或聲明不提供資訊），以保護提交請求者的隱私。

志工回覆團隊成员在处理与个别維基媒體網站有关的OTRS请求时，必须遵守这些網站的方针与指引。在中文维基百科，绝大多数的行为都应在Wikipedia:著作權資訊和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。

爭議的解決

不同意志工回覆團隊執行之相關編輯

志工回覆團隊要求您在進行回復前通知編輯者。OTRS服務人員並沒有高於中文維基百科方針的權威，也沒有任何特定的編輯控制權。然而，服務人員可能擁有執行相關行動的機密資訊，並且不能將之發表於公開的論壇。

如果您不同意某個編輯或操作紀錄，而且確信這與某個OTRS工單有關，您可以與任何編輯者一樣啟動一般的編輯審核流程。此外您還可以選擇：

  1. 聯絡執行該次變更行動的編輯者；請優先使用電子郵件聯繫，否則在其使用者頁面上留言。私人通信可以為回覆團隊成員提供更多的保密自由，以利討論與隱私相關的問題。
  2. 如果您不同意其諮詢結果，想要尋求第二意見，您可以有以下選擇：

再次重申，請記得所有的行動皆基於維基百科的方針、指引與其實踐。

反對某位使用者OTRS志工的資格

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.

參見

Template:Wikipedia accounts

取自“https://zh.wikipedia.org/w/index.php?title=Wikipedia:志愿者回复团队/草案&oldid=64032618”