[Community-Discuss] Cotonou Meeting (off-topic)

[Saul Stein]

Hi SM, 
Here is a ticket from another ISP:

Ticket:  #437176 

Applied on the 15/08/2016, only received the invoice for the allocation on
09/09/2016 and received the allocation on 12/09/2019  
i.e 29 days from date of application to actually receiving the allocation.

All this just to add a /19 to our other allocation of a /22.

As mentioned:
a) the ticketing system should be able to supply this information
b) people tend to move on from bad experiences and don't hang onto the
information. Luckily it is not something that we have to do on a daily
basis.

Saul

-----Original Message-----
From: S Moonesamy [mailto:sm+afrinic at elandsys.com] 
Sent: 21 June 2018 05:44 PM
To: Saul Stein <saul at enetworks.co.za>; community-discuss at afrinic.net
Subject: RE: [Community-Discuss] Cotonou Meeting (off-topic)

Hi Saul,
At 06:17 AM 21-06-2018, Saul Stein wrote:
>This should all be in your ticketing system. Any respectable ticketing 
>system should be able to report on calls that have taken longer than 3 
>days to resolve.
>I could ask the South African ISPs to produce this list, however, and 
>this is becoming the issue, what's the point? We, as a membership base 
>have been complaining about this on the lists for some time and at the
AGMMs.

The statistics [1] which I have access to does not show the number of
tickets which took longer than three days to resolve.  I need some
information to be able to make an internal request.  I am not asking for
an exhaustive list.  As an example, Mr Beneke provided a data point [2].
The information is useful to me.

Regards,
S. Moonesamy

1. https://www.afrinic.net/en/services/statistics/rt-stats
2.
https://lists.afrinic.net/pipermail/community-discuss/2018-June/002460.htm
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