Last modified: 2012-11-08 14:30:14 UTC
The old Dutch Contactpage showed the ip used by the sender to send the mail to OTRS. The mediawiki extension, as far as I know, does not have this option. It sometimes comes in very handy though, for instance by helping people out when they have questions about their edits. Can this become a feature? Also referring to the older discussion on https://bugzilla.wikimedia.org/show_bug.cgi?id=15624.
Fixed in r63310.
Bug is fixed, but when will we be able to see it? It would really be helpful in replying...
There were some privacy issues with my initial approach, which I fixed in r64289. That code is ready to be deployed and enabled as far as I'm concerned, but I'd like some form of confirmation that the nlwiki community at large is OK with this and feels the privacy issues (revealing IP addresses without submitters' consent to OTRS users) have been addressed adequately.
Please be advised that the Dutch E-mail response team, previously to this extension, used a similar locally-hosted e-mail form that did provide the feature requested here. This feature – sending the IP-address – enables OTRS-volunteers to more adequately response to requests from anonymous users, increasing first time call solutions, service level and lowering response times. Since this is a request for an OTRS-related-feature (=Wikimedia-based, not project-based), I’m not sure why local communities are involved in the decision. If they are concerned about the privacy of visitors, Please refer them to the applicable privacy statements of the WMF that apply to OTRS, and/or add a line to the mail-form that says “by submitting your request, your IP-address (<IP>) will be sent along”. Thank you.
(In reply to comment #4) > add a line to the mail-form that says “by submitting your request, your > IP-address (<IP>) will be sent along”. > This is what I did: [x] Include my IP address in this message This checkbox is on by default for anonymous users and off by default for logged-in users.
The IP-address is for OTRS-work some vital piece of information to adequately response to the request of a customer. Approximately 83% of all inquiries that arrive at info-nl cannot be solved without the IP-address (e.g. to aid on blocked [proxy- users, received IP-warnings, and so on…). I explicitly asked to send the IP-address in all cases, because almost no inquiry can be acted upon without it, lowering first time call solutions. Secondly, if users e-mail OTRS themselves via e-mail, we almost always receive their IP-address in the header information (Gmail is one of the few exceptions). Therefore, this extension currently – even with the said checkbox - provides us with less information than a normal e-mail does; making it for OTRS agents more desirable to have customers e-mail us directly instead of using the contact form. Thirdly, most users who use the mail-form are somewhat older, and not as technically-gifted as our younger generation. Asking them if they want to provide an “IP-address” is the same as asking them if they’d like a cup of tea in Chinese: they have no idea what you’re talking about. This provides an important (negative) service barrier, and I’m not willing to throw a barrier on an extension service (mail-form) when people could also just e-mail. Bringing it all together, the IP-address provides vital information that OTRS agents cannot do without. The information we gain from this extension is less than the information we gain from a normal e-mail and on top of that, asking customers to send their IP-address provides a servicebarrier. Please enable this extension, without asking customers to send their IP-address. Thank you. On a related note: We do not need the IP-address of logged-in users, only of anonymous users.
Enabled on nlwiki a few minutes ago. Still sorting out an issue with the checkbox label appearing as <contactpage-includeip>
(In reply to comment #7) > Enabled on nlwiki a few minutes ago. Still sorting out an issue with the > checkbox label appearing as <contactpage-includeip> Fixed this.
It appears you missed my comment @ 2010-05-30 15:33:45 UTC
(In reply to comment #9) > It appears you missed my comment @ 2010-05-30 15:33:45 UTC You submitted it while I was in the process of enabling this. You're requesting that I remove the checkbox and force its current default behavior (pass IP for anons, don't pass IP for logged-in users), but this checkbox was added precisely *because* of privacy concerns that caused me to roll back the initial deployment of this feature. I don't want to be a pawn in this discussion by changing back and forth between different incarnations of this feature; please have the discussion first, then ask for the result to be implemented. In the meantime, the checkbox solution seems to be the safer one in terms of privacy concerns.
From a privacy concern standpoint, I tend to follow the point of view that logged-out users have the same consideration on an email form as they would on an edit--that their IP address is available no matter what. Therefore I don't see the point of having the checkbox available to logged-out users. I would, however, suggest that the checkbox be available to logged-in users, and have the "send my IP address" unchecked by default, giving a logged-in user the option to send their IP address.
Implemented the behavior requested in comment #11 in r67332 and deployed it.
(In reply to comment #11) > From a privacy concern standpoint, I tend to follow the point of view that > logged-out users have the same consideration on an email form as they would on > an edit--that their IP address is available no matter what. > > Therefore I don't see the point of having the checkbox available to logged-out > users. > > I would, however, suggest that the checkbox be available to logged-in users, > and have the "send my IP address" unchecked by default, giving a logged-in user > the option to send their IP address. But IP users don't have to edit whilst they are logged out/accountless/"a ip user"/etc which results in their IP address not being recorded in any easily accessable medium (eg: checkuser), where as once a user is registered it is recorded and some what easier to access (for example again, checkuser). (that is, unless you enjoy looking up the server logs) This should be included in a message on the page clearly explaining that it [the ip address] is released to other individuals once the form is submitted and can be avoided by registering, Like it is when you go to edit as a non logged in individual user.
Thanks for implementing, it is really lessening our workload already. We have noticed though, that there isn't a way to block people from using this contactform: even if e-mailing is disabled in the block, they can spam OTRS. This recently happened and a filter for this is now active on our OTRS queue, but this might be just a temporary solution....
(In reply to comment #14) > Thanks for implementing, it is really lessening our workload already. > > We have noticed though, that there isn't a way to block people from using this > contactform: even if e-mailing is disabled in the block, they can spam OTRS. > This recently happened and a filter for this is now active on our OTRS queue, > but this might be just a temporary solution.... Filed as bug 24391
