Group actions

Please implement
GroupForumPage
::column_col2()

or create a file
"/var/rox/deployment/www.bewelcome.org-644a61a/htdocs/../build/groups/templates/groupforum.column_col2.php"

answering otrs

Group: Support volunteers

pablobd
Profile

posted 2010/02/17 12:11    Visibility: World by pablobd
last edited on 2011/09/03 09:57 by pablobd

Hello

I've been answering messages for some time, and i'm slowly getting used to the interface. It's very easy, and i can usually deal with messages in french or german using some online tranlator as well.

One thing i wanted to remark is some messages get too much time to be replied, like there's a user who asked a user name change 15 days ago, and havent been replied yet. I would like to answer him but i cant' solve his problems since i dont have the proper rights to make that technical change. Is there some volunteer there with the proper rights/skills able to help ? I know it's not a matter of life or dead, but this user has been 2 weeks without someone adresing his problem. If I was in his place I would wonder if anyone is really behind that contact form.

Big hug

Pablo

matthias
Profile

posted 2010/02/17 17:27    Visibility: World by matthias
last edited on 2011/09/03 09:57 by matthias

Hello Pablo,

unfortunately it is technically not possible to change the username. As far as i remember it was not permitted for safey reasons.

I am not sure if there were any exeptions. Maybe Claudia or Jean-Yves can help here.

 

pablobd
Profile

posted 2010/02/17 17:50    Visibility: World by pablobd
last edited on 2011/09/03 09:57 by pablobd

Matthias

There is a FAQ stating it can be done

http://www.bewelcome.org/about/faq/5#question4

Maybe people write because of this?

matthias
Profile

posted 2010/02/17 17:59    Visibility: World by matthias
last edited on 2011/09/03 09:57 by matthias

Good point ;-)

So probably Jean-Yves or Peter need to change it manually.

philipp
Profile

posted 2010/02/17 19:05    Visibility: World

We have a system in place to either just change the username or create a new account and link the old account to the new one.
Changing usernames is not trivial in a social network as people will probably already know you by your old name, so changing a name will always be problematic to the safety and integrety of the system.
That's why it is a case by case decision if a change can be made or not.

philipp
Profile

posted 2010/02/17 19:16    Visibility: World

General comment on "how to answer requests in otrs you are not fully familiar with":

Whenever you come across such a request, I would suggest to follow this procedure (unless the team has set up a different routine):

- reply to the member that his message has been read and is being dealt with.
- forward the message to one ore more of the following to rise their attention:
   - always: Support Team Leader (currently claudia - support team )
   - technical stuff: Development Team Leader (currently fake51 - dev team )
   - rules, organizational, background info: someone from the Board of Directors 
- follow up on the issue and bug those people until you get an answer
- in the worst case - get back to the member and let him know that you were unable to answer his question

claudiaab
Profile

posted 2010/02/17 23:18    Visibility: World by claudiaab
last edited on 2011/09/03 09:57 by claudiaab

I don't know about the technical stuff myself, but I remember the discussions we had about changing username. We said, that we would allow it but that the old name should be archived somewhere. 

 Philipp, your general comment is good! Thanks!

 Pablo, thanks for doing a great job in OTRS! Don't hesitate to bug me with stuff!!!

 

Claudia 

sanderr
Profile

posted 2011/06/16 03:20    Visibility: World

Still looking for people to help out?

matthias
Profile

posted 2011/06/16 18:16    Visibility: World by matthias
last edited on 2011/09/03 09:57 by matthias

Hi sanderr,

we always need people who can help out.

I've sent you a private message.

 matthias

pablobd
Profile

posted 2011/06/16 22:05    Visibility: World by pablobd
last edited on 2011/09/03 09:57 by pablobd

How can I forward a request from OTRS?

To whom should forward messages for this issues:

technical/username/adress problems

media

volunteer

?

matthias
Profile

posted 2011/06/17 04:43    Visibility: World by matthias
last edited on 2011/09/03 09:57 by matthias

You don't need to forward the messages usually - just move them into the appropriate queue in OTRS.

technical -> dev

username/address -> account

If you are unsure what to answer, you might also ask people here in the group.

pablobd
Profile

posted 2011/06/17 21:55    Visibility: World by pablobd
last edited on 2011/09/03 09:57 by pablobd

I know and I have been doing that, my worries are that there are mesages in some queues without response for 3 to 6 months.

I'm afraid replying now would be useless, probably this people just left thinking there was nobody on the other side to help them.

I wonder if there's a way to reply this kind of requests in reasonable time frame and figure out a procedure to deal with them either if we can (and forward to the apropiate channel) or not (and apologize? or make explicit we cannot deal with them?) I strongly consider that keeping silence or giving wrong expectations should not be an option.