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Migrate Wikimedia away from OTRS software and branding
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Description

OTRS 6, the emailed handling software used by volunteers to process queries to projects, is end-of-life as FOSS software. We've migrated to a FOSS fork, Znuny LTS, and now there is a lot of cleanup work to do.

The official English name of the team is Volunteer Response Team (VRT), using the Volunteer Response Team Software (VRTS). This naming convention is meant to prevent future renames in case of other software or structural changes. There will be Naming Convention Guidelines written and published to provide direction for language communities. Please do not rename any pages independently.

This is the parent tracking task for the work involved in migration. This work is being done in coordination with the Volunteer Response Team leaders over the course of the next several months.

Phase 1 (1 March - 13 April)

  • Decide on a course of action
  • Migrate to Znuny LTS

Phase 2 (15 April - 15 May)

  • Communicate staged plans with agents and community
  • Rename pages on Meta
  • Design a new icon for Commons permissions
  • Replace the old Commons template
  • Request renaming/aliasing for OTRS wiki

Phase 3 (timeframe TBD)

  • Rename mailing lists
  • Rename Phabricator project
  • Write and publish naming convention guidelines for language teams
  • Design a new icon for user boxes
  • Design a new favicon for Znuny LTS
  • Replace userbox icons with new icon

No set timeframe so far

  • Rename IRC channels
  • Replace text references on Meta
  • Replace text references on Commons
  • Replace text references on Enwiki
  • Replace text references on other wikis

...more will be added to this list as work progresses.

Event Timeline

Keegan triaged this task as Medium priority.Apr 16 2021, 6:10 PM
DannyS712 added a subscriber: DannyS712.

I've marked Rename Phabricator project as done, @Aklapper took care of that https://phabricator.wikimedia.org/project/manage/210/#77240

community has feelings about the name of this and I think the name choice should be a community discussion

see past conversation with lots of participation

https://meta.wikimedia.org/wiki/Talk:OTRS/Archives/2019#Proposal_for_name_change_-_%22Wiki_client_services%22

propose that there be a conversation before anyone takes action at scale

community has feelings about the name of this and I think the name choice should be a community discussion

see past conversation with lots of participation

https://meta.wikimedia.org/wiki/Talk:OTRS/Archives/2019#Proposal_for_name_change_-_%22Wiki_client_services%22

propose that there be a conversation before anyone takes action at scale

(VRT Admin hat) Since we are no longer using the OTRS software, we will need to change the name. And this needs to happen sooner rather than later. In the discussion you linked, VRT is well-supported and already been discussed on the wiki.

I see no need to open a new discussion at meta (which will move at a glacial pace) and re-hash an issue that has been resolved.

Just to complete the answer above. As said in https://meta.wikimedia.org/wiki/Talk:OTRS :
The VRT name is already adopted by the English speaking community (see [[Wikipedia:Volunteer_Response_Team]] on en.wiki), at least since October 2009. Of course we intend that other language communities continue to use their own names, if they wish. But not "OTRS" or "Znuny" because they are trademarks we do not own, and "would become obsolete if we ever started using a different ticket management system" (cf. https://en.wikipedia.org/w/index.php?title=Wikipedia:Volunteer_Response_Team&oldid=318124031).

We're making progress on our to-do list, we're nearly done with Phase 2 on schedule and getting an early start on some Phase 3 items. I plan to start drafting naming convention guidelines this week for sharing within the next two-to-three weeks.

Status update:

We're approaching completion for Phase 2.

There is a bot written to take care of Commons with a bot approval request in, so that work should begin soon.

I spent some time reviewing the phase plans, and we're still in good shape. Renaming Meta is blocked, however, on renaming the wiki (which should happen automatically next week, I believe) and renaming the mailing lists. As I set to file a task to rename the lists and plan messaging the groups, I realized that we do need the naming convention page sooner rather than later. It needs to be up and translated before I can write to the mailing lists, a message that will need translated itself, and that has to occur before the lists are renamed, and that has to occur before the page on Meta can be moved, and that has to occur before we move on.

I'm reorganizing the work to get these messages and translations as a priority. I've drafted the first pass at the naming conventions page on the VRT wiki for first review. I hope to get this posted in public to Meta for translation by Wednesday afternoon, American time. Following that, I'll get the message up for the mailing lists to be translated by the following Monday (17 May). Once that's out, we can proceed with renaming the lists and moving the page on Meta.

Naming convention page is published. I will be notifying translators shortly. If you're reading this and can contribute a translation, please help out.

https://meta.wikimedia.org/wiki/OTRS/Naming_convention

The bot on Commons is working to complete its template replacement task, it should take a few weeks. While this is going on, the migration organizing group will be slowing things down for a few weeks as we organize for the next steps needed to replace text on wikis and rename pages/have pages renamed. I'll update the task further at the end of the month.

I’ve just noticed that the group name in Commons’ {{TemplateBox}} is broken, because the group name message was renamed almost three years ago from group-OTRS-member to group-otrs-member. I could fix it now, but I’d like to avoid editing a template used on tens of thousands of pages twice within a short time. Do you know when—or whether—the MediaWiki message will be renamed?

I’ve just noticed that the group name in Commons’ {{TemplateBox}} is broken, because the group name message was renamed almost three years ago from group-OTRS-member to group-otrs-member. I could fix it now, but I’d like to avoid editing a template used on tens of thousands of pages twice within a short time. Do you know when—or whether—the MediaWiki message will be renamed?

It is being renamed, T280615: Rename OTRS member global group. I'm not sure the exact date, but it should be within the next week or two.

As IRC migrates to Libera.chat, this might be a good opportunity to do the channel renames, and potentially add renames to the list of "channels who are taking this opportunity to rename".

As IRC migrates to Libera.chat, this might be a good opportunity to do the channel renames, and potentially add renames to the list of "channels who are taking this opportunity to rename".

see T283400: Rename OTRS IRC channels

I’ve just noticed that the group name in Commons’ {{TemplateBox}} is broken, because the group name message was renamed almost three years ago from group-OTRS-member to group-otrs-member. I could fix it now, but I’d like to avoid editing a template used on tens of thousands of pages twice within a short time. Do you know when—or whether—the MediaWiki message will be renamed?

It is being renamed, T280615: Rename OTRS member global group. I'm not sure the exact date, but it should be within the next week or two.

Thanks, I forgot to check the subtasks. A few weeks is totally okay, I just wanted to avoid waiting for months (as the process is ongoing for months now, and there’s no set end date yet).

Mentioned in SAL (#wikimedia-operations) [2021-06-02T09:14:38Z] <urbanecm> [urbanecm@mwmaint1002 ~]$ mwscript extensions/Translate/scripts/moveTranslatablePage.php --wiki=metawiki --reason='OTRS -> VRTS renaming process; see [[Phab:T280392]] and [[Phab:T280396]] ([[:phab:T284118|request]])' 'OTRS' 'VRT' 'Quiddity (WMF)' # T284118

I’ve created Commons:VRT permissions agents so that the new message added in T280615 doesn’t cause a red link, but Commons:Global OTRS group should probably moved there, or to some other new name. I’ll let someone else do that.