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RE: abuse case management
From: "William Devine, II" <william () smartguys net>
Date: Fri, 1 Aug 2003 06:06:51 -0500


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.  

http://www.otrs.org/

william

-----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



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