Within Wikipedia, OTRS refers to the people and software that organize, handle, and respond to e-mails sent to the Wikimedia Foundation. The WMF utilises Open-source Ticket Request System software to process the e-mail that it receives. This provides an organized way for multiple people to categorize and respond to email.
Quick facts about OTRS
About half of all requests that OTRS members handle are written in the English language.
The contents of e-mails handled by OTRS members are confidential.
OTRS is a cross-wiki project
For more information about OTRS, please see our page on Meta, and for more information about how OTRS handles e-mail relating to the English Wikipedia, please see info-en mission.
Dispute resolution
If you disagree with a change made to an article where an OTRS ticket number is used as the only reason, please e-mail the OTRS volunteer that made the change. Please do not undo the change until discussion has concluded. The OTRS volunteer is likely in possession of confidential information that should not be published on a public site.
OTRS volunteers may edit articles in the course of replying to emails. Such edits usually involve the removal of vandalism or unsourced derogatory assertions. Less frequently, OTRS volunteers handle copyright infringement complaints using one of the standard processes, or delete personal information from article histories.
The confidential nature of such emails makes normal wiki-based dispute resolution processes difficult, and often impracticable in many cases. This doesn't mean that OTRS volunteers can take arbitrary actions. The cautionary note at the top of this section ensures that disputed OTRS edits are subject to review. OTRS volunteers are ultimately subject to the communications committee and, as Wikipedia editors, to the Arbitration Committee through the normal processes of dispute resolution. OTRS access is "not a badge".
To facilitate peer review, OTRS volunteers should reference the ticket number and this policy when citing OTRS as a reason for an action.
If you would like to contact our OTRS members, please see list of OTRS volunteers.[1]
If you would like to volunteer for OTRS, please see the volunteering page on meta. Note that volunteers must be willing to identify themselves to the Wikimedia Foundation; see the Foundation's Access to nonpublic data policy.
Notes
Incorporated areas in Los Angeles County, California. City of Pomona highlighted in red. 
A 15-year-old boy, arrested last Friday in conjunction with criminal threats made on Wikipedia, was charged Thursday with seven felonies in Pomona Juvenile Court in Pomona, California. Prosecutors stated that the teen posted two threats on Wikipedia, saying that six named students as well as members of his school's badminton team would be shot. The court arraignment had initially been set for Tuesday, but was continued until Thursday. ''Wikinews'' interviewed the Wikipedia administrator who contacted police after the threats had been made on the site.

Though officials had said the boy made a full confession that he had made threats to other students via the online encyclopedia Wikipedia, he denied the charges at the Thursday court petition. The court ordered that he remain detained pending a May 9 scheduled appearance before Pomona Juvenile Court. He has remained in custody since his arrest. 

The threats were made via two separate edits to the Wikipedia article about Glen A. Wilson High School in Hacienda Heights, California on April 16. Wikipedia administrators were made aware of the threats in a post to the "Administrators' noticeboard" on April 16 by Wikipedia admin Dreadstar. Another Wikipedia administrator, John Reaves, contacted the police in Los Angeles, California, and helped them work with the Internet service provider to find more information on the IP address that made the threat. A third Wikipedia administrator, Persian Poet Gal, removed the threats from the edit history of the article after finding out that the student had been arrested.

Students' backpacks were searched prior to entering Glen A. Wilson High School on April 17 and all after-school activities were canceled that day. All classes were canceled April 18, and classes resumed on Monday.