[60217] in North American Network Operators' Group
RE: [operations] FW: abuse case management
daemon@ATHENA.MIT.EDU (William Devine, II)
Mon Aug 4 09:43:26 2003
From: "William Devine, II" <william@smartguys.net>
To: "'ODHIAMBO Washington'" <wash@wananchi.com>,
<operations@wananchi.com>
Cc: "William C. Devine II" <wdevine@devine.net>, <nanog@nanog.org>
Date: Mon, 4 Aug 2003 08:41:01 -0500
In-Reply-To: <C8450A01E6821E4E886B9421C92603AE8AB2@SERVER.devine.net>
Errors-To: owner-nanog-outgoing@merit.edu
I used RT a looong time ago around 1998 & 1999 and liked it, but OTRS,
compared to THEN features is superior. I haven't tried RT yet, although =
I
did start installing it and I know I gave up on RT once when trying to
install it but got OTRS up and running rather easily, so I can't say =
about
their new things. =20
I do know that there is a feature article this month in Linux journal, =
Linux
review or one of the Linux related mags that states that OTRS is used by =
one
national British ISP that pumps 20,000 tickets per DAY through it, and =
one
business that has around 2,000 CSR's using OTRS for customer support
services, both using MySQL as the database backend. I thought that was =
a
pretty good testament as well.
william
-----Original Message-----
From: ODHIAMBO Washington [mailto:wash@wananchi.com]=20
Sent: Monday, August 04, 2003 8:32 AM
To: operations@wananchi.com
Cc: William C. Devine II; nanog@nanog.org
Subject: Re: [operations] FW: abuse case management
This is for William Devine and the nanog staff: I have a question.
Have any of you had the chance to try out RT (Request Tracker) available
at http://www.bestpractical.com/ and compared it with OTRS??? I would
be interested in the comparison of features, but if I have to install
OTRS to compare, then I will spare some time to try it out in due =
course.
-Wash
* Joseph Mucheru <mucheru@wananchi.com> [20030803 09:49]: wrote:
>=20
>=20
> ------ Forwarded Message
> From: "William Devine, II" <william@smartguys.net>
> Date: Fri, 1 Aug 2003 06:06:51 -0500
> To: <nanog@nanog.org>
> Subject: RE: abuse case management
>=20
>=20
> I started using OTRS (Open Ticket Request System) a month or so ago =
and
LOVE
> IT. You can setup pre-canned response templates and have multiple =
users
> login and maintain various queues. It's open source and works VERY =
well.
>=20
> http://www.otrs.org/
>=20
> william
>=20
> -----Original Message-----
> From: owner-nanog@merit.edu [mailto:owner-nanog@merit.edu] On Behalf =
Of
> Mikael Abrahamsson
> Sent: Friday, August 01, 2003 4:08 AM
> To: nanog@nanog.org
> Subject: abuse case management
>=20
>=20
> Is there an abuse case management system as freeware somewhere, =
something
> like all the ticket/case handling packages out there, but more
> specifically aimed at abuse/complaint handling. I googled some but =
couldnt
> find any.
>=20
> My idea is that it should provide functions to do the following flow:
>=20
> Abuse complaint comes in via email, is scanned if it's in a certain
> format, if it is, put it directly into the case handling system.
>=20
> If not, This email is presented to the handler on a web page. The =
handler
> looks at the email and decides whether the email has enough =
information in
> it to be a complete abuse complaint.
>=20
> If NO, press button to send back a form to the one who complained =
stating
> what information is needed and that they can either fill in the email =
form
> and return the email, or go to a web page and fill it in (the link =
should
> go to their original complaint so they can add information).
>=20
> If YES, the handler puts complaint IP adress, time and type of =
complaint
> in some web fields and then presses another button to put the =
complaint
> (now categorized) into the case handling system.
>=20
> This, coupled to a customer IP database, will enable daily reporting =
on
> top customers who get complained about, bundling of complaints per
> customer etc, plus it makes the process of cases without enough
> information take 5-10 seconds to handle.
>=20
> This is a variation on the telia web way that was complained about a =
month
> back or so, in that it enables the same categorization by a handler in =
an
> efficiant (?) way.
>=20
> It was mentioned in the earlier discussion that we should have a
> standardized way of reporting abuse via email. Was anything ever done
> about this, or should we try to just make a de facto form that might
> spread if more ISPs adopt it? Do the spamcop etc people have any
> suggestions on how to handle the huge amount of complaints they =
generate?
>=20
> Any suggestions welcome.
>=20
> --=20
> Mikael Abrahamsson email: swmike@swm.pp.se
>=20
>=20
> ------ End of Forwarded Message
>=20
> --------------------------------------------------------------=20
> <Internal> discussion forum for Wananchi Online Operations Dept.
> operations@wananchi.com
Best regards,
Odhiambo Washington
Wananchi Online Ltd.
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=20
