Ease of finding OTRS
This was received by OTRS today, in regard to an inaccurate biography.
- > Suggestion: I had a heck of a time finding where to send a correction (I don't want to set up an account) or to send a suggestion (couldn't find at Wikipedia). I Googled and found firstname.lastname@example.org at Answers.Yahoo.com
- > Perhaps Wikipedia would add at "Contact Us": "Make a Suggestion" and "Send a Correction" both linked to email@example.com
We have discussed the pro and con to make easier BLP requests and one idea is to have a two layers systems with OTRS acting as Level 2 support so it won't be over-flooded by emails. Level 1 would be handled local probably in a form a "fixing BLP problems" oriented board.
That approach has merit, but is not without problems. I see many OTRS complaints where privacy is as important as the resolution, and others where the correspondent has expressed a lack of understanding of how to even make simple edits on wiki, whereas email is an almost universally understood medium.
Is it technically possible to have a mailing address that automatically posts to a public board?
Of course another solution is to recruit more OTRS volunteers. Probably easier said than done.
Such a thing probably wouldn't be too hard, but I'm not sure how we could say "if your problem isn't urgent, email X; it is urgent, email Y". People already have enough issues following basic instructions.
I like the idea of having a "propose a correction" page in the toolbox, that could, for example, just create a new section on a noticeboard. What do you think of that idea?
That what i has in mind too a simple report error or propose correction button functionality.
The email OTRS option isn't feasible due to potential abuse with the risk to have OTRS over flooded by requests even the least urgent one.
We better have to keep OTRS for situations that can't be handled locally and/or requiring discretion.