Feb 22 2021
«As an organization, we strive to use open source tools over proprietary ones, although we use proprietary or closed tools (such as software, operating systems, etc.) where there is currently no open-source tool that will effectively meet our needs.»
This is from here: https://foundation.wikimedia.org/wiki/Resolution:Wikimedia_Foundation_Guiding_Principles#Freedom_and_open_source
and I believe it correctly describes how we should address a choice made by the Movement. There are open source alternatives providing what we were using now, we are not in a case of "no open-source tool that will effectively meet our needs". So no need to pay for the "commercial" OTRS. Let's decide whether the current OTRS should be replaced by a *better* FOSS, or if we are fine with the current one. In the latter (easier, quicker) case, let's choose a good fork to which we'd better think if we can offer help or other support (localizations or whatever useful for them).