[operations] FW: abuse case management

Mon Aug 4 14:36:49 UTC 2003

On Mon, 4 Aug 2003, William Devine, II wrote:
> 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.

We have been using RT for some time now, and it's incredibly easy to get up
and running (especially with a ports system).  It's not even close to
processing 20k tickets/day, but it definitely handles what we give it.

RT has its quirks, but Jesse Vincent is a good guy, and it's mindbogglingly
easy to customize it.  There's more testemonials in the NANOG archives I
believe.

And getting back to the original post...

Mikael Abrahamsson asked:
> 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.

I haven't checked it out yet, but Jesse's written an interface to RT
specifically for Abuse desks - it's called RTIR.  Look through
http://www.bestpractical.com/ and http://www.fsck.com/pub/ for mote details.

  - Damian