Arbitration / Training
The Training Course for Case Managers and Arbitrators
Appendix 01: Terminology
Arbitrator (A): The one in the pilot's seat for an Arbitration Case, is responsible to give the ruling.
Case Manager (CM): Secretary and second pair of eyes on a case. Variants are "Silent Case Manager" and "Initial Case Manager"
Claimant (C): The party who initiates a dispute ("makes a claim"). Multiple people may be Claimant in a case if they all make the same claim.
Dispute Resolution Officer (DRO): The one responsible for running the whole Arbitration show. If everything else fails, ask him for help. He is also responsible to report to Board.
Initial Case Manager (iCM): A Case Manager who initiates a case from OTRS but wants to hand over the Case Manager role to someone else before the case starts properly.
Respondent (R): Someone who is expected to react to the claim. May not be known during the start of a case.
Silent Case Manager: Not an official role, it's a Case Manager who's the second pair of eyes only.
Support Engineer (SE): Can provide and modify detailed information about accounts.
Triage: Filters mails incoming to email@example.com according to topics. Usually has not much contact with Arbitration after the initial forwarding of the dispute.
Assurers (AS1, AS2,.. ASn): Assurers are often contacted by Arbtrators to confirm a name change request, DoB mismatches and so forth. Assurers can be seen as witnesses in an arbitration case.
CARS - CAcert Assurer Reliable Statement: A CAcert Assurer Reliable Statement is often requested by the Arbitrator, where signed emails is often a problem (one uses PGP, the other communication partner uses X.509 certs) to give a statement to the Arbitrator that an Arbitrator may RELY on (see CARS definition in Assurance Handbook
Confirmation Mail: A short mail sent by the (Initial) Case Manager to a claimant to confirm reception of his/her dispute. Usually asks for patience till an Arbitrator can be found. May be replaced by or combined with the Initial Mail if at least a proper Case Manager is assigned to the case.
Initial Mail: The mail to initially establish communication between the parties. Is usually sent after the Arbitrator has been selected for a case, but may also be sent by the Case Manager in advance. See Lesson08.
Precedent Case: A finished case which gives a ruling that can be applied to similar cases. See Lesson 12.
Ruling: The result of an Arbitration Case if it is not dismissed. The Ruling is given by the Arbitrator and states what actions have to be done now (if any).
Status Page: A page in the Wiki which gives an overview on the status and history of a case. It is publicly accessible, so personal information (for example names or mail addresses) should be anonymized. See Lesson 05.
Private Page: A page in the Wiki linked within the Status Page and included in the Status Page which helds the dispute filing and further arbitration conversations, sometimes with more precise infos. Status Page + Private Page is the summary of the arbitration documentation. The private page is NOT publicly accessible. See Lesson 14.