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Rjd0060 (Ryan)
OTRS administrator and Wikimedian

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User Details

User Since
Oct 6 2014, 9:46 PM (257 w, 5 d)
Availability
Available
IRC Nick
RD
LDAP User
Unknown
MediaWiki User
Rjd0060 [ Global Accounts ]

Hi! I've been a Wikimedia contributor since 2007. While on Phab you'll usually find me working on OTRS related bugs in my capacity a Wikimedia OTRS administrator. In addition to that, I am an administrator on the English Wikipedia and am regularly available on IRC.

Recent Activity

Jan 29 2017

Rjd0060 closed T84044: clean up non-working otrs email addresses as Resolved.

These "non-working" email addresses are actually used for internal mail sorting within the system. While you may not be able to directly email these addresses, if they appear in CC fields of inbound mail they are routed to appropriate queues. These were strategically set up over time for this purpose.

Jan 29 2017, 4:23 PM · Operations, OTRS
Rjd0060 moved T156556: Create mailing list for LTA Knowledgebase tool admins from Backlog to List creation on the Wikimedia-Mailing-lists board.
Jan 29 2017, 4:20 PM · Tool-Labs-tools-LTA-Knowledgebase, Wikimedia-Mailing-lists
Rjd0060 created T156593: Reset daily-article-l password.
Jan 29 2017, 4:18 PM · Wikimedia-Mailing-lists

Jul 6 2016

Rjd0060 added a comment to T139436: "Fatal error: Module Kernel/Modules/AdminQueueResponses.pm not in @INC" on page where I should get a "insufficent rights" message.

Just to confirm this issue, I am an administrator on the OTRS interface. Despite having access to the same queue, I get the same error as Josve05a. The OTRS system log shows the following:

Jul 6 2016, 1:50 AM · OTRS

Jun 3 2016

Rjd0060 closed T136917: Informing sender of merged tickets will start email with OTRS-email instead of CustomerName/ID as Resolved.

We do not use these customer notifications as there is no reason to. It only causes confusion on the customer end and provides them of no useful information.

Jun 3 2016, 10:32 AM · Upstream, OTRS

May 21 2016

Rjd0060 added a comment to T135905: OTRS does not show the sender-field.

I have to assume this needs upstream? Can somebody more technically proficient look into that?

May 21 2016, 1:40 PM · Upstream, OTRS
Rjd0060 closed T135874: Administrative rights request for GLAM queue on OTRS as Resolved.

Alex (or his manager) can request access for an OTRS account by emailing us at otrs-admins@lists.wikimedia.org

May 21 2016, 1:38 PM · OTRS, Mail, Operations

Feb 5 2016

Rjd0060 closed T57681: Line breaks missing after salutations and before signature lines as Resolved.

The salutation gap was fixed with the upgrade to v 5.0.6 (T74109: Upgrade OTRS to a more recent stable release). The ability to add manual line breaks was also added so I've fixed the signature gaps on all responses.

Feb 5 2016, 12:04 AM · OTRS

Feb 4 2016

Rjd0060 removed a project from T125912: Upload AgentLogo file to OTRS skins directory: WMF-NDA.
Feb 4 2016, 11:19 PM · Patch-For-Review, Operations, OTRS
Rjd0060 changed Security from sensitive to default on T125912: Upload AgentLogo file to OTRS skins directory.
Feb 4 2016, 11:18 PM · Patch-For-Review, Operations, OTRS
Rjd0060 removed a project from T125912: Upload AgentLogo file to OTRS skins directory: WMF-NDA.
Feb 4 2016, 11:18 PM · Patch-For-Review, Operations, OTRS
Rjd0060 renamed T125912: Upload AgentLogo file to OTRS skins directory from to Upload AgentLogo file to OTRS skins directory.
Feb 4 2016, 11:18 PM · Patch-For-Review, Operations, OTRS
Rjd0060 created T125911: Upload AgentLoginLogo file to OTRS skins directory.
Feb 4 2016, 11:18 PM · Patch-For-Review, Operations, OTRS
Rjd0060 assigned T125756: Error while sending emails with OTRS to akosiaris.
Feb 4 2016, 12:55 AM · Operations, OTRS

Jan 22 2016

Rjd0060 added a comment to T74109: Upgrade OTRS to a more recent stable release.
In T74109#1956329, @Ata wrote:

OTRS is being localised on Transifex.
Am I right that it will be upgraded to 5.0 including translations present there on February 3rd?

Jan 22 2016, 7:34 PM · Patch-For-Review, User-notice, Operations, OTRS

Jan 20 2016

Rjd0060 added a comment to T74109: Upgrade OTRS to a more recent stable release.

Rescheduled for February 3 at 0800 UTC.

Jan 20 2016, 7:43 PM · Patch-For-Review, User-notice, Operations, OTRS

Jan 15 2016

Rjd0060 added a comment to T121030: Find OTRS volunteers to help with apps queue.

I only closed it (and as invalid) as it was not a bug. I did not mean to imply it was not helpful, as I'm sure it was when you created the ticket - and perhaps now that we're discussing it again. ;-) If you feel there is benefit in it open, please do. I'm just cleaning up the OTRS board.

Jan 15 2016, 7:27 PM · OTRS, Readers-Community-Engagement
Restricted Application updated subscribers of T57681: Line breaks missing after salutations and before signature lines.

Fixed in most recent version, scheduled upgrade this month. see T74109

Jan 15 2016, 7:24 PM · OTRS
Rjd0060 added a comment to T74109: Upgrade OTRS to a more recent stable release.

Per @akosiaris OTRS upgrade to version 5.0.x has been scheduled for 28 January 2016 and is expected to last 6-8 hours, beginning at 0800 UTC. Agents have been notified.

Jan 15 2016, 7:21 PM · Patch-For-Review, User-notice, Operations, OTRS
Rjd0060 closed T101018: Allow OTRS admins to pull full system log as Resolved.

Increasing the row limit has been helpful enough.

Jan 15 2016, 7:18 PM · OTRS
Rjd0060 closed T121030: Find OTRS volunteers to help with apps queue as Invalid.

I'm going to close this now as I think it served its purpose and that phab is not really the best venue to discuss, plan or execute recruitment - unless it has been done for other projects? I would encourage those in the tech community to spread word that help is needed with OTRS inquiries relating to mobile issues.

Jan 15 2016, 7:17 PM · OTRS, Readers-Community-Engagement

Dec 12 2015

Rjd0060 added a comment to T107014: Enable Nuance ticket tracking system in Phabricator (an alternative to OTRS).

Perhaps - I don't see it as a feasible alternative to OTRS, unfortunately. We can probably end that part of the discussion.

Dec 12 2015, 11:01 PM · OTRS, Phabricator
Rjd0060 closed T121319: e-mail not accepted in OTRS system as Resolved.
Dec 12 2015, 6:07 PM · OTRS
Rjd0060 added a comment to T121319: e-mail not accepted in OTRS system.

As Pajz stated above, this was due to user error in the to: field. OTRS is quite sensitive to such things. :-)

Dec 12 2015, 6:07 PM · OTRS
Rjd0060 claimed T121319: e-mail not accepted in OTRS system.
Dec 12 2015, 6:04 PM · OTRS

Dec 10 2015

Rjd0060 updated subscribers of T88620: Hacking: Provide a clickthrough workflow for file copyright email permissions.
Dec 10 2015, 8:36 PM · Outreachy (Round-13), Wikimania-Hackathon-2016, MediaWiki-extension-requests, Commons, Community-Wishlist-Survey-2015, OTRS, Epic
Rjd0060 added a comment to T121030: Find OTRS volunteers to help with apps queue.

I just thought a visualization may help. I do see that there was a great amount of activity overnight.

Dec 10 2015, 1:53 PM · OTRS, Readers-Community-Engagement

Dec 9 2015

Rjd0060 added a comment to T121030: Find OTRS volunteers to help with apps queue.

Hmmm - @Moushira, I'm not in OTRS and don;t have a clear idea of the systems, thought I have worked in support ticket queues. Is there a batch answering tool in OTRS so that multiple issues can be responded to and closed at the same time? Thinking on how to scale it.

Dec 9 2015, 11:31 PM · OTRS, Readers-Community-Engagement

Dec 8 2015

Rjd0060 added a comment to T120819: Don't move mail to info address for WMSE to junk.

It would appear that the original message was routed to the probably-spam queue by the software due to the content of the email. When the probably-spam queue was being manually reviewed, as we do, this ticket was accidentally moved to the junk queue.

Dec 8 2015, 8:36 PM · OTRS
Rjd0060 claimed T120819: Don't move mail to info address for WMSE to junk.
Dec 8 2015, 8:35 PM · OTRS
Rjd0060 added a comment to T120819: Don't move mail to info address for WMSE to junk.

Can you please provide an example or two so we can look into it?

Dec 8 2015, 1:42 PM · OTRS

Nov 16 2015

Rjd0060 added a comment to T94358: Window size of OTRS ticket reponses hides the send button inconveniently.

Has been fixed in the latest OTRS 4 and OTRS 5 versions, according to the OTRS development team (see upstream report), hence depends on T74109.

Nov 16 2015, 7:49 PM · Upstream, OTRS

Nov 13 2015

Rjd0060 added a comment to T118545: Lost ticket on OTRS (permission-hu).

Ok, I realize that is not a technical problem by why on Earth do people go around and mark closed-successful tickets as spam? That means we are losing permissions for accepted images, which is very troublesome to put it mildly...

Nov 13 2015, 7:25 PM · OTRS
Rjd0060 added a comment to T118545: Lost ticket on OTRS (permission-hu).

This ticket would have been received back in May of this year. This error indicates that the ticket number is invalid or no longer valid. Long story short, the ticket was deleted - probably by a volunteer mistakenly labeling it as spam.

Nov 13 2015, 1:48 PM · OTRS

Nov 10 2015

Rjd0060 added a comment to T74109: Upgrade OTRS to a more recent stable release.

And more specifically, I (and others) report slow logins and delays when loading certain queues.

Nov 10 2015, 1:33 AM · Patch-For-Review, User-notice, Operations, OTRS

Oct 30 2015

Rjd0060 added a comment to T116290: Some users are experiencing errors subscribing to daily-article-l.

Thanks, @Matthewrbowker.

Oct 30 2015, 12:42 AM · Wikimedia-Mailing-lists

Oct 29 2015

Rjd0060 added a comment to T56755: Create OTRS patch for "1-click spam" disposal.

@Qgil A new patch still needs to be created, likely for OTRS v 5 which is what we plan to upgrade to.

Oct 29 2015, 8:30 PM · patch-welcome, OTRS

Oct 27 2015

Rjd0060 added a comment to T74109: Upgrade OTRS to a more recent stable release.

Imho for volunteers like us the key benefit of OTRS Version 5 is the mobile ready user interface. Being able to Prozess some Tickets while commuting would realy increase our productivity.
Therefore: +1 for a direkt upgrade to OTRS5.

Oct 27 2015, 3:18 PM · Patch-For-Review, User-notice, Operations, OTRS

Oct 21 2015

Thibaut120094 awarded T74109: Upgrade OTRS to a more recent stable release a Like token.
Oct 21 2015, 1:49 PM · Patch-For-Review, User-notice, Operations, OTRS
Rjd0060 closed T116155: Autofill of email To: field taking inexplicable value as Resolved.
Oct 21 2015, 12:57 PM · OTRS
Rjd0060 added a comment to T116155: Autofill of email To: field taking inexplicable value.

After discussion with another admin, it would appear that this is an isolated incident whereby the sender set the accounts mailing list to the reply-to field. They chose to do this, and we've not encountered any other such issues in the past so we do not anticipate many, if any other in the future.

Oct 21 2015, 12:57 PM · OTRS
Rjd0060 added a comment to T116155: Autofill of email To: field taking inexplicable value.

The ticket had the accounts mailing list in its reply-to address (as noted in the plan-text email header). Why is that the case, I don't know. Looking in to it. However, in the future - please contact the OTRS admins before creating phabricator tasks. Not to mention some potentially sensitive issues that could be inadvertently released in a new task here, there are usually ways teh OTRS admins can rectify issues on our end, without the needs for WMF ops.

Oct 21 2015, 12:49 PM · OTRS

Sep 24 2015

Rjd0060 updated subscribers of T113480: OTRS language mailing list in AR.
Sep 24 2015, 12:19 AM · Wikimedia-Mailing-lists
Rjd0060 added a comment to T113480: OTRS language mailing list in AR.

Please also add otrs-listadmin@wikimedia.org as a list moderator but send the administrator password there as well. This is standard for all Official OTRS Wikimedia mailing lists.

Sep 24 2015, 12:15 AM · Wikimedia-Mailing-lists

Jun 22 2015

Rjd0060 closed T103359: Mails sent from NLWiki contactform to OTRS end up in the Probably Spam queue as Resolved.

Unless there's something within MediaWiki to do, I've made an adjustment within OTRS which should correct this issue. I've created a filter which should divert any mail sent to WikiAdmin~nlwiki <info-nl@wikimedia.org> (which is what is in the header of messages sent via that form) the info-nl queue.

Jun 22 2015, 7:14 PM · Mail, MediaWiki-extensions-ContactPage, OTRS
Rjd0060 claimed T103359: Mails sent from NLWiki contactform to OTRS end up in the Probably Spam queue.
Jun 22 2015, 7:11 PM · Mail, MediaWiki-extensions-ContactPage, OTRS

Jun 11 2015

Rjd0060 added a comment to T101052: PDF generation does not work on private wikis.

This is probably a new issue caused by the RESTBase migration (T93292). cc'ing @GWicke.
Could you make this bug more concrete, please? Give me a specific uncomplicated page on a specific private wiki, and I can probably figure out what's going on.

Jun 11 2015, 7:04 PM · OCG-PDFRenderer, Collection

Jun 2 2015

Rjd0060 added a comment to T101018: Allow OTRS admins to pull full system log.

I'm not sure I understand. Presently administrators can log in and view system logs but there's a limit on how far back they go, is it just that you want to extend how far back the viewable logs go?

Jun 2 2015, 6:27 PM · OTRS
Rjd0060 removed a member for Community-Relations-Support: Rjd0060.
Jun 2 2015, 12:32 AM

Jun 1 2015

Rjd0060 created T101052: PDF generation does not work on private wikis.
Jun 1 2015, 11:28 PM · OCG-PDFRenderer, Collection
Rjd0060 created T101018: Allow OTRS admins to pull full system log.
Jun 1 2015, 7:16 PM · OTRS

May 28 2015

Rjd0060 added a comment to T100556: Password reset function should error on blocked accounts if $wgBlockDisablesLogin.

What are we going to do about email address-based password reset?

I think we should take blocked users off the list of users who email matches the reset request. If no unblocked accounts are still in the list, then the resetting user gets the standard response that no user accounts have that email.

I don't think we actually provide such an error? When I try resetting for completely nonsense email addresses (e.g. DoesNotActuallyExist@wikimedia.org), it pretends that it's sent an email.

May 28 2015, 1:02 AM · MediaWiki-User-management, MediaWiki-Authentication-and-authorization

May 27 2015

Rjd0060 created T100556: Password reset function should error on blocked accounts if $wgBlockDisablesLogin.
May 27 2015, 8:04 PM · MediaWiki-User-management, MediaWiki-Authentication-and-authorization

May 10 2015

Rjd0060 awarded T97210: MediaWiki extension for WikiProjects / on-wiki working groups a Like token.
May 10 2015, 8:36 PM · Community-Wishlist-Survey-2015, Community-Tech, MediaWiki-extension-requests

May 8 2015

Rjd0060 added a comment to T30976: Provide/enable a web service API for OTRS.

Any status update here? Has this been incorporated into the software by OTRS? (Meaning - once we upgrade ([T74109]) we should have these capabilities?)

May 8 2015, 9:00 PM · OTRS

Apr 17 2015

Steinsplitter awarded T95866: QueueView should show the last customer-created article a Like token.
Apr 17 2015, 8:42 AM · Upstream, OTRS

Apr 14 2015

Rjd0060 added a comment to T95954: Deploy Extension:Lockdown to the cluster and enable on OTRS Wiki.

In the meantime, it sounds like the functionality OTRS wiki is looking for can be done with a (large and constantly updating..) set of whitelisted pages?

Patrick and other admins: Do you think this would be a good interim solution? (does it meet the goals for now?) Though a bit more cumbersome I and others can certainly help to keep the list up to date. I think the most important question is if the documentation pages would work still on otrs-wiki but public.

Apr 14 2015, 9:49 PM · Wikimedia-extension-review-queue, Wikimedia-Extension-setup

Apr 12 2015

Krenair awarded T95866: QueueView should show the last customer-created article a Like token.
Apr 12 2015, 10:48 PM · Upstream, OTRS
Rjd0060 created T95866: QueueView should show the last customer-created article.
Apr 12 2015, 10:44 PM · Upstream, OTRS

Apr 5 2015

Rjd0060 added a comment to T88402: MediaWiki volunteers for OTRS.

So - the general feeling I'm getting from the above is that at the moment, most would like to continue using the existing methods of communication for correspondence of any sort regarding the MediaWiki software.

Apr 5 2015, 3:01 PM · Developer-Advocacy, OTRS

Feb 25 2015

Rjd0060 added a comment to T88402: MediaWiki volunteers for OTRS.

What would MediaWiki actually gain from creating a queue in OTRS?

Feb 25 2015, 9:43 PM · Developer-Advocacy, OTRS

Feb 21 2015

Rjd0060 edited projects for T78840: Make a SpecialPage to show stats on blocked IP (ranges) that attempt to edit, added: Wikimedia-Site-requests; removed Analytics.
Feb 21 2015, 8:33 PM · Trust-and-Safety, Stewards-and-global-tools, MediaWiki-User-management

Feb 19 2015

Rjd0060 added a comment to T56755: Create OTRS patch for "1-click spam" disposal.

Let's do this at the Wikimania 2015 hackathon. I just need someone or two that knows Perl and is wiling to dig into OTRS's code.

Feb 19 2015, 9:19 PM · patch-welcome, OTRS

Feb 10 2015

Rjd0060 updated the task description for T89068: Plain Format view does not work on some tickets.
Feb 10 2015, 2:14 AM · OTRS
Rjd0060 created T89068: Plain Format view does not work on some tickets.
Feb 10 2015, 1:59 AM · OTRS

Feb 4 2015

Rjd0060 added a comment to T88402: MediaWiki volunteers for OTRS.

@Varnent, I see that this is not the first time you have this idea about MediaWiki and OTRS: https://meta.wikimedia.org/wiki/Talk:OTRS#MediaWiki_OTRS (January 2013) :)

Feb 4 2015, 11:07 AM · Developer-Advocacy, OTRS

Jan 31 2015

Rjd0060 added a comment to T88224: Session gets killed after switch between IPv4 and corresponding IPv6.

Couldn't this be directly related to T87217: Make OTRS sessions IP-address-agnostic?

Jan 31 2015, 10:09 PM · OTRS

Jan 22 2015

Rjd0060 added a comment to T87217: Make OTRS sessions IP-address-agnostic.

One of the OTRS admins, Operations team members, or maybe @csteipp, should set the priority on this. I get the impression that it's not Low.

Jan 22 2015, 6:30 PM · Operations, Patch-For-Review, Security, OTRS

Dec 23 2014

Rjd0060 added a comment to T66441: Steady stream of user complaints of not receiving password reset emails.

I will concur with Krenair above - the number of such reports have dropped significantly since around the time the bug was filed.

Dec 23 2014, 6:45 PM · Operations, Wikimedia-General-or-Unknown

Dec 17 2014

Rjd0060 added a comment to T78840: Make a SpecialPage to show stats on blocked IP (ranges) that attempt to edit.

I imagine this is WMF Analytics' area?

Dec 17 2014, 11:52 PM · Trust-and-Safety, Stewards-and-global-tools, MediaWiki-User-management
Rjd0060 created T78840: Make a SpecialPage to show stats on blocked IP (ranges) that attempt to edit.
Dec 17 2014, 11:27 PM · Trust-and-Safety, Stewards-and-global-tools, MediaWiki-User-management

Dec 15 2014

Rjd0060 added a comment to T1180: Policy for inappropriate avatars?.
In T1180#847579, @Qgil wrote:

About offensive avatars, I wonder whether the Phabricator etiquette and the Friendly Space Policy could help.

Dec 15 2014, 11:00 AM · WMF-Legal, Phabricator

Dec 7 2014

Rjd0060 added a comment to T76972: "Strip prefix in list" checkbox at Special:PrefixIndex feels strange.

I think this is a useful ability, especially with regards to transclusions. If the box is removed, people won't know it exists. It may not look the best, but perhaps that can be looked at rather than simply removing it all together?

Dec 7 2014, 9:05 PM · MW-1.33-notes (1.33.0-wmf.1; 2018-10-23), Patch-For-Review, Design, MediaWiki-Special-pages

Dec 3 2014

Rjd0060 added a comment to T74109: Upgrade OTRS to a more recent stable release.

Just an FYI - 4.0.2 came out today; along with the announcement that versions prior to 3.3 (including 3.2.14, which is what we're using at the moment) will no longer be supported.

Dec 3 2014, 10:32 AM · Patch-For-Review, User-notice, Operations, OTRS

Nov 30 2014

Rjd0060 updated the task description for T76277: Redirect wikimedia.community to wikimedia.org.
Nov 30 2014, 1:02 AM · Operations, Wikimedia-Site-requests, Patch-For-Review, Wikimedia-Apache-configuration
Rjd0060 created T76277: Redirect wikimedia.community to wikimedia.org.
Nov 30 2014, 1:00 AM · Operations, Wikimedia-Site-requests, Patch-For-Review, Wikimedia-Apache-configuration

Nov 29 2014

Rjd0060 added a comment to T57681: Line breaks missing after salutations and before signature lines.

Will be fixed with next upgrade (T74109)

Nov 29 2014, 1:42 AM · OTRS

Nov 28 2014

Rjd0060 awarded T76246: wikibugs should ignore tokens changes a Heartbreak token.
Nov 28 2014, 8:25 PM · Patch-For-Review, Wikibugs
Rjd0060 added a comment to T76062: Some e-mail text missing from OTRS ticket view.

talk to me first before releasing details about this or upstreaming.
reduced so far to 2014112810004236

Nov 28 2014, 7:38 PM · OTRS
Rjd0060 added a comment to T74109: Upgrade OTRS to a more recent stable release.

A stable v4 has finally been released (Nov. 25).

Nov 28 2014, 1:42 AM · Patch-For-Review, User-notice, Operations, OTRS
Rjd0060 renamed T74109: Upgrade OTRS to a more recent stable release from Upgrade OTRS to latest stable release (3.3.9 or later) to Upgrade OTRS to latest stable release (4.0 or later).
Nov 28 2014, 1:41 AM · Patch-For-Review, User-notice, Operations, OTRS
Rjd0060 moved T74109: Upgrade OTRS to a more recent stable release from Urgent! to Incoming on the OTRS board.
Nov 28 2014, 1:39 AM · Patch-For-Review, User-notice, Operations, OTRS

Nov 27 2014

Rjd0060 updated subscribers of T1180: Policy for inappropriate avatars?.
Nov 27 2014, 9:01 PM · WMF-Legal, Phabricator
Rjd0060 added a comment to T899: Unclear what the point of tokens in Phabricator is.

I'd like to think of tokens as barnstars, and hence useful :)

Nov 27 2014, 7:24 PM · Phabricator
Rjd0060 awarded T899: Unclear what the point of tokens in Phabricator is a The World Burns token.
Nov 27 2014, 4:47 AM · Phabricator
Rjd0060 created T76118: Phabricator saves text in boxes when even when after window is closed.
Nov 27 2014, 2:02 AM · Phabricator

Nov 26 2014

Rjd0060 created T76062: Some e-mail text missing from OTRS ticket view.
Nov 26 2014, 7:10 PM · OTRS

Nov 25 2014

Rjd0060 updated subscribers of T23579: OTRS password request abuse (implement CAPTCHA?).
Nov 25 2014, 11:04 AM · Upstream, OTRS