[openstreetmap/openstreetmap-website] Get reported issues into OTRS (#1903)

[SomeoneElseOSM]

For info, here's the workflow I'm currently using for OSM issues (I'm a moderator, so see complaints about notes and some complaints about users in the issues list):

- Look at the names involved and see if it corresponds to an existing OTRS ticket.  If it does, add details of the issue to the OTRS ticket as either "pending" or "phone call incoming".  If it doesn't, create a new ticket.
- See if there are any other related issues (often person A complains about person B and person B also complains about person A) and merge those too.
- Send an OSM PM to whoever's complained saying "thank you for your report" and asking for any more information, and copy that PM to OTRS as a note.
- Add a comment to the the OSM issue linking to the OTRS ticket and resolve the OSM issue to avoid someone else trying to pick it up later.
- If there's any immediate action required (block, revert, etc.) do that, and PM any other involved parties if necessary.
- Wait for replies, handling the ticket in OTRS as normal, with the exception that instead of by email messages are sent as OSM PMs and copied to the ticket as notes.
- When all complete, close the ticket in OTRS


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