[members-discuss] RIPE NCC LIR Ticketsystem

Dear all,

Rest assured that we are not ignoring the issues raised and we take them
very seriously. I will give an update on our work in this area at the
upcoming RIPE 78 Meeting. Also, please see my previous mails to the list
this year that cover some of the points raised:

https://www.ripe.net/ripe/mail/archives/members-discuss/2019-February/003300.html

https://www.ripe.net/ripe/mail/archives/members-discuss/2019-February/003304.html

We welcome your feedback on the ticketing system and we will take this
into consideration as we work to develop it.

Kind regards,

Felipe Victolla Silveira
Chief Operations Officer
RIPE NCC

On 03/04/2019 16:04, Azer Karyagdy wrote:
> 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 at ehi.com>
> Кому: "Sebastian Wiesinger" <sebastian.wiesinger at noris.net>, members-discuss at 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 at ripe.net> On Behalf Of Sebastian Wiesinger
> Sent: Wednesday, April 3, 2019 04:33
> To: members-discuss at 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
> 
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