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Convert glam@wikimedia.org OTRS into a Google Group
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Description

So we have a super low-traffic OTRS feed at glam@wikimedia.org that historically was used to triage general requests to the community. However, because of the low number of people approaching the email handle, and us removing it from some of the key communications channels for the movement, we have not tried to maintain a group of volunteers to answer the thread. That being said, because its in OTRS, our team has a hard time "handling" it because it gets lost outside of our normal communications workflows.

The most similar email address that has a team handling it at the foundation education@wikimedia.org is redirected to a google group that has historically been easier to handle. We are going to be reevaluating our communications strategy next year, but we suspect a similar google-group focused address would handle the current flow, and set us up for better use in the future.

Event Timeline

Astinson created this task.Sep 25 2019, 7:34 PM
Restricted Application added a project: Operations. · View Herald TranscriptSep 25 2019, 7:34 PM
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herron triaged this task as Normal priority.Sep 27 2019, 7:17 PM

No objection from the OTRS admins. It's always a little sad when we move things to Google Groups, as a matter of both using non-free software and having data stored externally, but, at the end of the day, the most important thing is that these emails get handled in a timely fashion, and it seems like this will help accomplish that better than our current setup.