[members-discuss] Registry Services Ticket Response Time

Elvis,

We have received your messages and registered your dissatisfaction.

We will provide statistics when we can but the priority here is to
address the issue with waiting times so our members can proceed with
their own operations. Solving this issue is what we will focus on rather
than having staff resources diverted to provide statistics. We work to
serve all of our members and that is what our efforts here will be
guided by.

Wait times per member request are determined by a number of factors and
where additional checks are required, the request will take longer. And
while some requests take longer to process than others, our staff need
to apply all necessary due diligence measures rather than rely on
assertions from the member involved. This is how we maintain a robust
registry of member resources.

In your mails, you indicate excellent knowledge of what is involved in
processing member requests. I can assure you that the nature of the work
involved is of a completely different order to when you worked here. Our
staff are working extremely hard to meet all the requirements involved
in processing requests under these circumstances and I reject any
implication otherwise.

We will report further on this issue in due course, providing relevant
data, once we have resolved the core problem. I reported on these
figures at the NCC Services Working Group at the last RIPE Meeting[1]
and I plan to do so again at RIPE 83. We will also look at ways to
provide this information on our website providing all the necessary context.

Regards,
Felipe

[1] https://ripe82.ripe.net/archives/video/584/ <https://ripe82.ripe.net/archives/video/584/>

> On 14 Sep 2021, at 12:59, Elvis Daniel Velea <elvis at v4escrow.net> wrote:
> 
> Dear Felipe,
> 
> while we wait for you to crop up a roadmap, I am still waiting for the statistics I asked from Marco weeks ago.
> 
> Marco, I’d like to see real numbers and not just .. this Q we handled x% more tickets than last Q. Usually when statistics are presented this way, without backing numbers, they express a story you want us to see and not the whole picture. 
> 
> So, while Felipe works on the roadmap, please send us the statistics that you already have about number of tickets handled daily, number of FTEs working on those tickets daily and make sure we receive these numbers for at least since you stopped showing this information transparently (circa 2015). I hope you can provide these numbers swiftly and it won’t take weeks to provide them but rather days (you’ve been working on these stats/numbers since my initial e-mail requesting them, right?)
> 
> Also, you avoid to respond to one very important question: how many working days in this year have you respected the agreed SLA and how many working days you failed to respect it. I am sure you already have this number and can provide it _today_.
> 
> Elvis
> 
> PS: I have yet to see a ticket handled within the SLA for months, still hope this will change swiftly and not months/quarters from now
> 
> On Tue, Sep 7, 2021 at 08:11 Felipe Victolla Silveira <fvictolla at ripe.net <mailto:fvictolla at ripe.net>> wrote:
> Dear Gert, Elvis,
> 
> First, let me recognise that the ticketing system has been a sore point for a number of years and we have made little progress in addressing the issues that you and others have raised. We are not overly proud of our record here.
> 
> In the next few weeks, we plan to publish roadmaps with our plans for the next quarter[1]. We will make sure the ticketing system is covered here.
> 
> Given there are other areas which may need priority, I can't promise that you will be completely satisfied by what we propose in terms of the ticketing system. However, having public roadmaps should help to inform discussions about what we focus on and where trade-offs need to be made. Publishing more detail about our plans and tracking feedback or changes should also make it easier to hold us to account when we fail to deliver.
> 
> So, if you can bear with us a little longer, once this is ready we can continue the discussion on this list, using these roadmaps as a starting point.
> 
> Kind regards,
> Felipe
> 
> [1] Using our recent RPKI roadmap as a model:
> https://www.ripe.net/manage-ips-and-asns/resource-management/rpki/rpki-planning-and-roadmap <https://www.ripe.net/manage-ips-and-asns/resource-management/rpki/rpki-planning-and-roadmap>
> 
> 
>> On 6 Sep 2021, at 18:07, Gert Doering <gert at space.net <mailto:gert at space.net>> wrote:
>> 
> 
> 
>> Hi,
>> 
>> On Mon, Aug 30, 2021 at 09:06:54PM -0700, Elvis Daniel Velea wrote:
>>> PS: Note that I wanted to also send an e-mail about the RIPE NCC's 
>>> ticketing system (zendesk) to the members-discuss mailing list and to 
>>> the board members. I will wait for an answer to the e-mail I sent to HPH 
>>> one week ago (which he promised he'll forward to the relevant team for a 
>>> reply).
>> 
>> The ticket system from hell.
>> 
>> I'm looking forward to read the issues *you* have with it.
>> 
>> My complaints have been delivered to Felipe in person, years ago, and
>> been summarily ignored.  As far as I can see.
>> 
>> But that might be better suited in its own thread, and in ncc-services.
>> 
>> Gert Doering
>>        -- NetMaster
>> -- 
>> have you enabled IPv6 on something today...?
>> 
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> 
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