[members-discuss] RIPE ticketing tracker?
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Marco Schmidt
mschmidt at ripe.net
Mon Jun 10 15:24:16 CEST 2024
Dear Hank, Thank you for your questions. Regarding response times, we aim to provide an initial reply within one working day (our regular office hours being Monday-Friday, 09:00-17:00 UTC+2). Meeting this initial response time can be challenging, especially during peak times. Since January 2023, the Registry has successfully met this goal for 97.7% of incoming tickets. We’d love to reach a 100% response rate, and there’s some work ahead for us to get there. Although members can see details of the status of their own requests in the LIR Portal, we currently do not publish the total number of open tickets and their time in the queue. We do provide regular updates to the membership: you can find links to our most recent RIPE Meeting update and a RIPE Labs article from our Chief Registry Officer that gives more details at the end of this email. Providing consolidated information is a bit more complex than it appears at first glance - there are many different ticket categories, each requiring its own processes or due diligence. There are several sub-processes within a single ticket category as well. The total waiting time does not necessarily reflect the level of work needed for certain requests, or if that request needs to be moved across categories due to the nature of the request. The total number of tickets is also not entirely indicative of the efforts required, as a more complex request could require more time to resolve. But we take this as a suggestion and we will look at ways for us to provide more insight on the requests we receive and process in the Registry. Kind regards, Marco Schmidt Manager Registration Services RIPE NCC https://ripe88.ripe.net/wp-content/uploads/presentations/85-Registry-Update-RIPE88.pdf https://labs.ripe.net/author/james-kennedy/reflections-on-six-months-as-chief-registry-officer/ On 10/06/2024 07:10, Hank Nussbacher wrote: > Is there some RIPE NCC page where one can see the total number of open > tickets as well as how long they have been in the queue? > > > Is there some SLA in regards to initial response to a newly opened > ticket? > > > Thanks, > > Hank > > > _______________________________________________ > members-discuss mailing list > members-discuss at ripe.net > https://lists.ripe.net/mailman/listinfo/members-discuss > Unsubscribe: > https://lists.ripe.net/mailman/options/members-discuss/rsstaff%40ripe.net
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