Change Details

=== Background information VRT uses znuny as a ticketing system. There was some question as to whether it would make sense to use this ourselves, though that's since been decided. However, it's worth knowing how this system works and how we might integrate with it. === Questions - [x] What language is znuny? Perl - [x] What are current challenges with znuny? There are some outstanding issues like T138915: OTRS database is "too large" which are a pain for the DB admins and have other issues like search performance problems (T17210: OTRS searches take a very long time). Also, it doesn't integrate well with email which is a challenge when tickets get escalated to the foundation T&S team. The tickets aren't updated appropriately. - [X] Is there a rest api? Yes, the documentation is here. https://itgovernanceportal.com/znuny/znuny-otrs-rest-api-routes/ === Resources - SRE documentation: https://wikitech.wikimedia.org/wiki/VRT_System - https://meta.wikimedia.org/wiki/Volunteer_Response_Team - https://www.znuny.org/en

=== Background information VRT uses znuny as a ticketing system. There was some question as to whether it would make sense to use this ourselves, though that's since been decided. However, it's worth knowing how this system works and how we might integrate with it. === Questions - [x] What language is znuny? Perl - [x] What are current challenges with znuny? There are some outstanding issues like T138915: OTRS database is "too large" which are a pain for the DB admins and have other issues like search performance problems (T17210: OTRS searches take a very long time). Also, it doesn't integrate well with email which is a challenge when tickets get escalated to the foundation T&S team. The tickets aren't updated appropriately. - [X] Is there a rest api? Yes, the documentation is here. https://itgovernanceportal.com/znuny/znuny-otrs-rest-api-routes/ === Resources - SRE documentation: https://wikitech.wikimedia.org/wiki/VRT_System - https://meta.wikimedia.org/wiki/Volunteer_Response_Team - https://www.znuny.org/en

=== Background information VRT uses znuny as a ticketing system. There was some question as to whether it would make sense to use this ourselves, though that's since been decided. However, it's worth knowing how this system works and how we might integrate with it. === Questions - [x] What language is znuny? Perl - [x] What are current challenges with znuny? There are some outstanding issues like T138915: OTRS database is "too large" which are a pain for the DB admins and have other issues like search performance problems (T17210: OTRS searches take a very long time). Also, it doesn't integrate well with email which is a challenge when tickets get escalated to the foundation T&S team. The tickets aren't updated appropriately. - [X] Is there a rest api? Yes, the documentation is here. https://itgovernanceportal.com/znuny/znuny-otrs-rest-api-routes/ === Resources - SRE documentation: https://wikitech.wikimedia.org/wiki/VRT_System - https://meta.wikimedia.org/wiki/Volunteer_Response_Team - https://www.znuny.org/en