[ripe-list] [ncc-announce] [news] New RIPE NCC Ticketing System and Contact Form

Dear Sergey,

Thank you for your message.

Yes, email attachments sent to RIPE NCC support addresses are stored on 
third-party servers provided by Zendesk. This was considered very 
carefully by the RIPE NCC before moving to a cloud-based ticketing 
system. Specific software and procedures have been put in place to 
ensure that sensitive/confidential documentation is handle appropriately.

All support requests (membership applications, resource requests, 
mergers, transfers, name changes, etc.) are submitted to the RIPE NCC 
via 'request forms' in the LIR Portal. Any supporting documentation 
submitted as part of these requests is immediately offloaded to a local 
document management system. None of this documentation is stored on 
third-party servers.

If the RIPE NCC needs any additional supporting documentation they will 
encourage the user to submit this via the 'My Tickets' functionality in 
the LIR Portal or via a unique generated link. Both methods ensure that 
the documentation is immediately offloaded to a local document 
management system. You can read more about this in the following RIPE 
Labs article:
https://labs.ripe.net/Members/AlexBand/ticketing-and-document-management-at-the-ripe-ncc

Finally, if a user submits unsolicited email attachments that are deemed 
to be sensitive/confidential in nature, the RIPE NCC is able to redact 
these documents, removing them completely from any third-party servers.

Kind regards,
Matt

-----
Matt Parker
Business Analyst - Product Management
RIPE Network Coordination Center



On 26/02/2018 18:32, sergey at devnull.ru wrote:
> Dear Matt,
> 
> I have a question regarding new ticketing system.
> 
> Some days ago I sent an email and attached a file to my message. I received a receipt of ticket, then the NCC staff member replied to my question and I received a mail that contain a previous email content and a weblink to the file I attached before.
> The link was active and I was able to download the file. The link points to https://ripencc.zendesk.com/attachments/token/blablabla/?name=filename.
> 
> The problem I see is that ripencc.zendesk.com is a hostname on the server in a cloud, the network is assigned to an Irish company and it seems that the file storage is not under RIPE NCC's control. This hostname is not reachable over IPv6, but this is not the issue I wish to discuss now.
> 
> Can you clarify whether e-mail attachments/archives at RIPE NCC are stored at the third party servers? Do you think it is acceptable?
> 
> Thank you.
> 
> 
> --
> Kind regards,
> Sergey Myasoedov
> 
>> On 1 Nov 2017, at 14:12, Matt Parker <mparker at ripe.net> wrote:
>>
>> Dear Colleagues,
>>
>> Today, the RIPE NCC launches its new ticketing system. There is a RIPE
>> Labs article that explains the background behind this change at:
>> https://labs.ripe.net/Members/AlexBand/ticketing-and-document-management-at-the-ripe-ncc
>>
>> This change will mostly impact RIPE NCC staff and will not change how
>> you deal with the RIPE NCC. You should still make requests for
>> resources, transfers, company name changes, etc. through your LIR
>> account via my.ripe.net.
>>
>> All your questions and reports can be channeled through our new contact
>> form, which combines the old contact and report form functionality. The
>> new form also presents suggested content to users that can help to
>> provide them with useful information. The form is available at:
>> https://www.ripe.net/contact-form
>>
>> Submissions made through the form will be ticketised and all
>> documentation will be stored separately and securely in the RIPE NCC's
>> Document Management System.
>>
>> Please reply to the emails you receive to ensure your ticket is updated.
>> You should add your replies to tickets at the top of your email and not
>> reply "in line". Additional documentation can be submitted via the My
>> Tickets functionality available to LIR account holders at:
>> https://my.ripe.net/#/tickets
>>
>> We have planned the migration to have as little impact as possible. If
>> you do experience any delays in response during this period, please bear
>> with us. And if you have any questions, please let me know.
>>
>> Best regards,
>>
>> Matt Parker
>> Business Analyst - Product Management
>> RIPE NCC
>>
>