On 03/04/2019 10:37, Gert Doering wrote:

I can only second this - the new ticket system is a true masterpiece in coming up with a more complicated way to communicate with the NCC than with any other system out there.

https://developer.zendesk.com/rest_api/docs/support/tickets Looking at the documentation. A functionality to view your own tickets in the LIR portal can be (and should be) implemented. Will be really helpful to all members. Should the NCC choose to put this feature on the roadmap for future implementation. -- Christoffer

Please stop spamming everyone on this list with a "Hi" response. Extremely annoying. -----Original Message----- From: members-discuss <members-discuss-bounces@ripe.net> On Behalf Of Gert Doering Sent: 03 April 2019 09:53 To: Hansen, Christoffer <christoffer@netravnen.de> Cc: members-discuss@ripe.net Subject: Re: [members-discuss] RIPE NCC LIR Ticketsystem Hi, On Wed, Apr 03, 2019 at 10:41:49AM +0200, Hansen, Christoffer wrote:

On 03/04/2019 10:37, Gert Doering wrote:

...

I can only second this - the new ticket system is a true masterpiece in coming up with a more complicated way to communicate with the NCC than with any other system out there.

https://developer.zendesk.com/rest_api/docs/support/tickets

Looking at the documentation. A functionality to view your own tickets in the LIR portal can be (and should be) implemented. Will be really helpful to all members. Should the NCC choose to put this feature on the roadmap for future implementation.

This is still missing the point. Having a ticket system that requires two different paths to handle a ticket ("add a text" can only done by mail, "add an attachment" can only be done by web UI) is a spawn from second or third layer of hell. Adding a read-only view to the web will make it marginally better, but still totally broken usability. So whoever designed this and pay for it must really hate the intended users. Gert Doering -- NetMaster -- have you enabled IPv6 on something today...? SpaceNet AG Vorstand: Sebastian v. Bomhard, Michael Emmer Joseph-Dollinger-Bogen 14 Aufsichtsratsvors.: A. Grundner-Culemann D-80807 Muenchen HRB: 136055 (AG Muenchen) Tel: +49 (0)89/32356-444 USt-IdNr.: DE813185279 ________________________________ |LPC| DISCLAIMER This message is solely for the use of the intended recipient. If you have received this message in error, you should notify the sender by reply e-mail and immediately delete the message and all copies of it from your system and destroy any hard copies or printouts. The information contained in this message and any attachment is confidential, proprietary and legally protected, and any mistransmission does not alter or waive the protections afforded such information. Unauthorized review, use, dissemination, printing, copying, disclosure or publication of all or any part of the contained information is prohibited without the express written consent of the sender. The sender does not endorse or guarantee the accuracy and completeness of the contained information, and neither the recipient nor any other person is entitled to rely on such information. The sender has assumed no obligation to correct or supplement the contained information. Some or all of the contained information constitutes opinion and may be based on unconfirmed communications. This is not an offer, recommendation or solicitation to buy or sell securities.

On 03/04/2019 10:52, Gert Doering wrote:

This is still missing the point. Having a ticket system that requires two different paths to handle a ticket ("add a text" can only done by mail, "add an attachment" can only be done by web UI) is a spawn from second or third layer of hell. Adding a read-only view to the web will make it marginally better, but still totally broken usability.

With every ticket system. The history and possibility for users to access full history and interaction for all tickets associated with them will always makes sense. That RIPE NCC have (not yet(?)) implemented this functionality, can (at this point in time) be considered not a whole 100 % satisfactory from a members point of view. -- Christoffer

Hi, That sounds like a GDPR issue and somebody will probably be in a bit of trouble... Kind regards, Mike Mike Reed Technical Support Engineer Datanet ‑ Hosting & Connectivity E: Mike.Reed@datanet.co.uk W: www.datanet.co.uk T: 01252 810010 S: 01252 813396 - Normal Support: 8am-8pm Mon-Fri, Critical Break Fix Support: 24x7 Next Time You Get Asked About Rackspace or CoLocation Earn Yourself £1000 - how? DATANET.CO.UK Limited, 21 Years Providing Hosting & Connectivity Services. Datanet is an ISO 27001 certified business with the mantra of "CIA" ‑ "Confidentiality, Integrity and Availability" at the heart of our private cloud solutions. Information contained in this communication is confidential or restricted and is solely for the use of the intended recipient and others authorised to receive it. When we are in possession of your personal details we will use best practice to keep them safe and secure, please refer to our privacy policy. Registered Office: DATANET.CO.UK Limited, Aspen House, Barley Way, Ancells Business Park, Fleet, Hampshire, GU51 2UT Registered in England - No. 03214053 From: members-discuss <members-discuss-bounces@ripe.net> On Behalf Of Elvis Daniel Velea Sent: 03 April 2019 10:27 To: members-discuss@ripe.net Subject: Re: [members-discuss] RIPE NCC LIR Ticketsystem Hi, On 4/3/19 01:52, Gert Doering wrote: Hi, On Wed, Apr 03, 2019 at 10:41:49AM +0200, Hansen, Christoffer wrote: On 03/04/2019 10:37, Gert Doering wrote: I can only second this - the new ticket system is a true masterpiece in coming up with a more complicated way to communicate with the NCC than with any other system out there. https://developer.zendesk.com/rest_api/docs/support/tickets Looking at the documentation. A functionality to view your own tickets in the LIR portal can be (and should be) implemented. Will be really helpful to all members. Should the NCC choose to put this feature on the roadmap for future implementation. This is still missing the point. Having a ticket system that requires two different paths to handle a ticket ("add a text" can only done by mail, "add an attachment" can only be done by web UI) is a spawn from second or third layer of hell. Adding a read-only view to the web will make it marginally better, but still totally broken usability. So whoever designed this and pay for it must really hate the intended users. to add to the misery... if you do use e-mail and send a document by e-mail (let's say a copy of a passport), that document is then stored on a third-party's servers and available to anyone crawling the web (or who has received a copy of the ack. mail) I've raised this problem for about a year now (or more) and seems the NCC is just ignoring it. /elvis Gert Doering -- NetMaster _______________________________________________ members-discuss mailing list members-discuss@ripe.net<mailto:members-discuss@ripe.net> https://lists.ripe.net/mailman/listinfo/members-discuss Unsubscribe: https://lists.ripe.net/mailman/options/members-discuss/elvis%40v4escrow.net -- Elvis Daniel Velea V4Escrow LLC Chief Executive Officer E-mail: elvis@v4escrow.net<mailto:elvis@v4escrow.net> Mobile: +1 (702) 970 0921

Hello all, I guess we have now enough feedback from ticket system user to end "discussion" and await response from someone who is responsible for implementation of RIPE ticket system. Is not be? BTW. To tell the trust - i don't know who is responsible :) What i can resume, what should be implemented as fast is possible: 1) History of tickets include all attachments 2) Response to tickets need to be saved even if user response trough web and email. Regards Azer ----- Исходное сообщение ----- От: "Russell J LeBar" <Russell.J.LeBar@ehi.com> Кому: "Sebastian Wiesinger" <sebastian.wiesinger@noris.net>, members-discuss@ripe.net Отправлено: Среда, 3 Апрель 2019 г 14:58:45 Тема: Re: [members-discuss] RIPE NCC LIR Ticketsystem Agree, the new system is terrible. -- Russ -----Original Message----- From: members-discuss <members-discuss-bounces@ripe.net> On Behalf Of Sebastian Wiesinger Sent: Wednesday, April 3, 2019 04:33 To: members-discuss@ripe.net Subject: [members-discuss] RIPE NCC LIR Ticketsystem Hello, I'm currently communicating with the RIPE NCC and I'm learning that I really and passionately dislike the new ticket system. There is no way to see a coherent and complete history of my ticket. The LIR web portal has no way to see the ticket history, you can only upload documents to it. You cannot comment on the ticket (which would be useless anyway as you see no context). Also apparently sending documents as attachment by mail is not possible anymore. So I'm forced to use email to update the ticket while I'm unable to see any status or history for my ticket. On the other hand I'm forced to use the website to upload documents to the ticket and I can't even see which documents are already uploaded. Please, this is a really bad user experience. Is this going to be improved? Regards Sebastian _______________________________________________ members-discuss mailing list members-discuss@ripe.net https://imsva91-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=https%3a%2f%2flists.ripe.net%2fmailman%2flistinfo%2fmembers%2ddiscuss&umid=FDE14391-859C-2205-932D-F502AFA2ED0D&auth=6607631b7eab5b2ae7765f93618213e07b54e0d3-3da1b41737a445fd774361408f340391660c3296 Unsubscribe: https://imsva91-ctp.trendmicro.com:443/wis/clicktime/v1/query?url=https%3a%2f%2flists.ripe.net%2fmailman%2foptions%2fmembers%2ddiscuss%2frussell.j.lebar%2540ehi.com&umid=FDE14391-859C-2205-932D-F502AFA2ED0D&auth=6607631b7eab5b2ae7765f93618213e07b54e0d3-9df721665e7a537acc6c576e060808d26021a9e7 ________________________________ CONFIDENTIALITY NOTICE: This e-mail and any files transmitted with it are intended solely for the use of the individual or entity to whom they are addressed and may contain confidential and privileged information protected by law. If you received this e-mail in error, any review, use, dissemination, distribution, or copying of the e-mail is strictly prohibited. Please notify the sender immediately by return e-mail and delete all copies from your system. _______________________________________________ members-discuss mailing list members-discuss@ripe.net https://lists.ripe.net/mailman/listinfo/members-discuss Unsubscribe: https://lists.ripe.net/mailman/options/members-discuss/azer%40karyagdy.com