RIPE ncc The RIPE NCC Request Tracking System
![RIPE ncc The RIPE NCC Request Tracking System Maldwyn G. T. Morris RIPE NCC RIPE ncc The RIPE NCC Request Tracking System Maldwyn G. T. Morris RIPE NCC](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-1.jpg)
![RIPE ncc C u s t o m e r s 25 th June RIPE ncc C u s t o m e r s 25 th June](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-2.jpg)
![RIPE Less General System 1 ncc Only work with emails C u s t RIPE Less General System 1 ncc Only work with emails C u s t](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-3.jpg)
![RIPE Less General System 2 ncc Store Requests C u s t o m RIPE Less General System 2 ncc Store Requests C u s t o m](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-4.jpg)
![RIPE ncc Less General System 3 Pass General Enquries to other staff C u RIPE ncc Less General System 3 Pass General Enquries to other staff C u](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-5.jpg)
![RIPE ncc Less General System 4 One person to distribute mail C u s RIPE ncc Less General System 4 One person to distribute mail C u s](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-6.jpg)
![RIPE NCC Request Handling Now RIPE • Automate distribution - human to monitor • RIPE NCC Request Handling Now RIPE • Automate distribution - human to monitor •](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-7.jpg)
![RIPE RTT ncc One ‘ticket’ per request, containing the following : m All Correspondence RIPE RTT ncc One ‘ticket’ per request, containing the following : m All Correspondence](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-8.jpg)
![RIPE ncc RTT Interfaces: rtt - command line xrtt - X Windows GUI Functions: RIPE ncc RTT Interfaces: rtt - command line xrtt - X Windows GUI Functions:](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-9.jpg)
![RIPE ncc RTT Internal Programs rtt - command line - perl xrtt - GUI RIPE ncc RTT Internal Programs rtt - command line - perl xrtt - GUI](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-10.jpg)
![RIPE RTT Statistics ncc m ~16000 tickets in system ( all tickets since March RIPE RTT Statistics ncc m ~16000 tickets in system ( all tickets since March](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-11.jpg)
![RIPE Observations ncc m Speed of rtt was a problem m m m m RIPE Observations ncc m Speed of rtt was a problem m m m m](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-12.jpg)
![RIPE ncc m m m m URLs http: //www. ripe. net/cgi-bin/rttquery http: //www. terena. RIPE ncc m m m m URLs http: //www. ripe. net/cgi-bin/rttquery http: //www. terena.](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-13.jpg)
- Slides: 13
![RIPE ncc The RIPE NCC Request Tracking System Maldwyn G T Morris RIPE NCC RIPE ncc The RIPE NCC Request Tracking System Maldwyn G. T. Morris RIPE NCC](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-1.jpg)
RIPE ncc The RIPE NCC Request Tracking System Maldwyn G. T. Morris RIPE NCC 25 th June 1998 CENTR Workshop 1
![RIPE ncc C u s t o m e r s 25 th June RIPE ncc C u s t o m e r s 25 th June](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-2.jpg)
RIPE ncc C u s t o m e r s 25 th June 1998 General Customer Request Handling System Communications from customers Staff Communications from staff CENTR Workshop 2
![RIPE Less General System 1 ncc Only work with emails C u s t RIPE Less General System 1 ncc Only work with emails C u s t](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-3.jpg)
RIPE Less General System 1 ncc Only work with emails C u s t o m e r s emails from customers Mail System Staff emails from staff Key Human beings Programs Information Emails 25 th June 1998 CENTR Workshop 3
![RIPE Less General System 2 ncc Store Requests C u s t o m RIPE Less General System 2 ncc Store Requests C u s t o m](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-4.jpg)
RIPE Less General System 2 ncc Store Requests C u s t o m e r s emails from customers Mail System Request Processing Staff emails from staff 25 th June 1998 Request Tracking System CENTR Workshop 4
![RIPE ncc Less General System 3 Pass General Enquries to other staff C u RIPE ncc Less General System 3 Pass General Enquries to other staff C u](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-5.jpg)
RIPE ncc Less General System 3 Pass General Enquries to other staff C u s t o m e r s 25 th June 1998 Request Mail System General Mail System Request Processing Staff General Mail Person CENTR Workshop Request Tracking System 5
![RIPE ncc Less General System 4 One person to distribute mail C u s RIPE ncc Less General System 4 One person to distribute mail C u s](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-6.jpg)
RIPE ncc Less General System 4 One person to distribute mail C u s t o m e r s 25 th June 1998 Request Mail System General Mail System Mail Distributor General Mail Person CENTR Workshop Request Processing Staff Request Tracking System 6
![RIPE NCC Request Handling Now RIPE Automate distribution human to monitor RIPE NCC Request Handling Now RIPE • Automate distribution - human to monitor •](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-7.jpg)
RIPE NCC Request Handling Now RIPE • Automate distribution - human to monitor • Automate some request processing • Customer status queries on web ncc C u s t o m e r s autohm Request Pre-Processor humanhmdist Problem Mail Handler ack 25 th June 1998 autohmdist Request Mail Handler/Distributor Hostmasters ack General Mail System General Mail Person Rtt query Web page RTT CENTR Workshop 7
![RIPE RTT ncc One ticket per request containing the following m All Correspondence RIPE RTT ncc One ‘ticket’ per request, containing the following : m All Correspondence](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-8.jpg)
RIPE RTT ncc One ‘ticket’ per request, containing the following : m All Correspondence under that ticket: -Customer Emails -Acknowledgements to Customer -Replies to Customer from Staff Stored as files in Unix directories m Request Details: -Ticket Number -Customer -Type -Dates: Opened, Closed -Status -Log Messages -Handler -Origin -Links to Correspondence files Stored as Ticket record in SQL database 25 th June 1998 CENTR Workshop 8
![RIPE ncc RTT Interfaces rtt command line xrtt X Windows GUI Functions RIPE ncc RTT Interfaces: rtt - command line xrtt - X Windows GUI Functions:](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-9.jpg)
RIPE ncc RTT Interfaces: rtt - command line xrtt - X Windows GUI Functions: Show a ticket Scan tickets Show pending tickets - per User Group Get a ticket Make a new ticket Change ticket details Show mails under tickets Add mails to ticket Reply to mails Add log messages to ticket 25 th June 1998 CENTR Workshop 9
![RIPE ncc RTT Internal Programs rtt command line perl xrtt GUI RIPE ncc RTT Internal Programs rtt - command line - perl xrtt - GUI](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-10.jpg)
RIPE ncc RTT Internal Programs rtt - command line - perl xrtt - GUI - perl/tk autohmdist - mail handler/distributor - perl autohm - request pre-processor - perl stt - standard reply generator - perl webrtt - customer ticket query - cgi perl External Programs mysql - ticket database mh - mail system 25 th June 1998 CENTR Workshop 10
![RIPE RTT Statistics ncc m 16000 tickets in system all tickets since March RIPE RTT Statistics ncc m ~16000 tickets in system ( all tickets since March](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-11.jpg)
RIPE RTT Statistics ncc m ~16000 tickets in system ( all tickets since March 1995 ) m ~35 new tickets per working day m ~130 customer mails per working day m m m ~60 customer queries on web per working day ~10 Hostmasters using system m m ~6 mails per ticket including acks and replies ~10% of mails not handled ~50% of mails handled by hostmasters ~40% handled by pre-processor robot generating ~3 user queries per week Performance acceptable m 25 th June 1998 Pentium II 233 Mhz, SCSI RAID CENTR Workshop 11
![RIPE Observations ncc m Speed of rtt was a problem m m m m RIPE Observations ncc m Speed of rtt was a problem m m m m](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-12.jpg)
RIPE Observations ncc m Speed of rtt was a problem m m m m Used database (msql) Then used faster database (mysql) and faster hardware User education important Mail robots tricky to write Boring work automated pleases users Information on web & quick error checks please customers Statistics please managers Always a demand for new ticket fields Always a demand for more intelligent automatic mail handling 25 th June 1998 CENTR Workshop 12
![RIPE ncc m m m m URLs http www ripe netcgibinrttquery http www terena RIPE ncc m m m m URLs http: //www. ripe. net/cgi-bin/rttquery http: //www. terena.](https://slidetodoc.com/presentation_image/8add7a6e3f3296f95cbe24144b506a70/image-13.jpg)
RIPE ncc m m m m URLs http: //www. ripe. net/cgi-bin/rttquery http: //www. terena. nl/task-forces/tf-etinu/survey_results. html http: //www. mcs. anl. gov/home/evard/papers/req. html http: //www. stonekeep. com/ http: //nsipower. com/ http: //www. iac. honeywell. com/Pub/Tech/CM/index. html http: //www. gps. caltech. edu/~blair/bookmarks. html http: //dxcoms. cern. ch: 8000/ttshelp/tts. Guide. Contents. html http: //www. eng. utah. edu/rust/ ftp: //ftp. ccs. neu. edu: /pub/sysadmin/tracking/sun-managers-summary http: //www. cs. wisc. edu/~curt/wgnats/webgnats. html http: //www. helpdesk. com/ http: //www. benchin. com/$index. wcgi/cat/1183 http: //www. softsearch. com http: //www. grdata. com/products/helpdesk. html http: //www. grdata. com/ 25 th June 1998 CENTR Workshop 13