David; I think Charles and Andreas have gotten beyond the original issue and are talking about the real problems that exist.
"cumbersome" doesn't strike me as a hugely unfair way of putting it...
@Richard; I've always been disappointed in WMF support of OTRS, it being a key point of contact. I burned out of OTRS recently (just taking a break till more time comes available) when we cleared out the whole queue (I handled something like 300 tickets in a month) but I see it is already back at massive-scale...
Apparently we will finally be getting a software upgrade "soon", but even that is not entirely fit for purpose.
Overall these are not easy problems to fix; I think we desperately need to implement pending changes, and the WMF should enforce this system. There are technical/community drawbacks to that technology but we need to consider the moral obligations to our subjects first.
Tom