Merit Network
Can't find what you're looking for? Search the Mail Archives.
  About Merit   Services   Network   Resources & Support   Network Research   News   Events   Home

Discussion Communities: Merit Network Email List Archives

North American Network Operators Group

Date Prev | Date Next | Date Index | Thread Index | Author Index | Historical

RE: [operations] FW: abuse case management

  • From: William Devine, II
  • Date: Mon Aug 04 09:45:22 2003

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 [] 
Sent: Monday, August 04, 2003 8:32 AM
Cc: William C. Devine II;
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 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 <> [20030803 09:49]: wrote:
> ------ Forwarded Message
> From: "William Devine, II" <>
> Date: Fri, 1 Aug 2003 06:06:51 -0500
> To: <>
> 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.
> william
> -----Original Message-----
> From: [] On Behalf Of
> Mikael Abrahamsson
> Sent: Friday, August 01, 2003 4:08 AM
> To:
> 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:
> ------ End of Forwarded Message
> -------------------------------------------------------------- 
> <Internal> discussion forum for Wananchi Online Operations Dept.

 	Best regards,
	Odhiambo Washington
        Wananchi Online Ltd.

___W_A_N_A_N_C_H_I__O_N_L_I_N_E__L_T_D___The People's Choice______
Wananchi Head Office    |*|	Tel: +254 2 313 985-9
1st Flr Loita, Loita St.|*|	Fax: +254 2 313 922
10286-GPO, NAIROBI, KE 	|*|	e-mail: <wash at wananchi dot com>

Micros~1 :
 For when quality, reliability
  and security just aren't
   that important!

Discussion Communities

About Merit | Services | Network | Resources & Support | Network Research
News | Events | Contact | Site Map | Merit Network Home

Merit Network, Inc.