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RE: [operations] FW: abuse case management
From: "William Devine, II" <william () smartguys net>
Date: Mon, 4 Aug 2003 08:41:01 -0500

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.   
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.


-----Original Message-----
From: ODHIAMBO Washington [mailto:wash () wananchi com] 
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.


* Joseph Mucheru <mucheru () wananchi com> [20030803 09:49]: wrote:

------ 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

I started using OTRS (Open Ticket Request System) a month or so ago and
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.



-----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

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.

My idea is that it should provide functions to do the following flow:

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.

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.

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).

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.

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.

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.

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?

Any suggestions welcome.

Mikael Abrahamsson    email: swmike () swm pp se

------ End of Forwarded Message

<Internal> discussion forum for Wananchi Online Operations Dept.
      operations () wananchi com

        Best regards,
        Odhiambo Washington
        Wananchi Online Ltd.

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