RE: Customer Support Ticketing
Another +1/like/upvote for Kayako. RAY SANDERS Senior Systems Engineer ray.sand...@sheknows.com From: Nolan Rollo nro...@kw-corp.com Sent: Wednesday, March 19, 2014 3:14 PM To: Paul Stewart; nanog@nanog.org Subject: RE: Customer Support Ticketing For what it's worth, I've actually heard the Intuit guys that sell Quickbase will build and customize your ticketing system for you. I haven't looked that heavily into other options since I've run a few RT instances I'm most comfortable there but I'm sure you know it doesn't integrate with other applications well unless you're a perl dev -Original Message- From: Paul Stewart [mailto:p...@paulstewart.org] Sent: Wednesday, March 19, 2014 10:01 AM To: nanog@nanog.org Subject: Customer Support Ticketing Hey folks…. We need a new customer ticketing system and I’m looking for input. I am still working on a scope document on everything we want to do with the new system. The most common problem I run across is that a system is either built for enterprise internal IT helpdesk or it is built like a CRM sales tracking system. We are an ISP among other things and are looking for a powerful and yet reasonable cost system to answer email inquiries, allow customers to open tickets via portal, mobile support, escalation/SLA support, and several other things. Solarwinds NPM integration would be a huge bonus but not a deal breaker. If anyone has a system that they have integrated with Ivue from NISC (our billing platform) I would be really interested in hearing more as well. So my question is meant high level. For those folks that are ISP’s supporting business customers (including managed customers) along with residential eyeball traffic what system(s) do you use and what do you like/dislike? I’ve looked so far at WHD (Solarwinds product), OTRS, RT, RemedyForce, ZenDesk, HappyFox, Kayako and several others. All of them so far would require a fair amount of configuration or modifications based on our still developing wish list. Also worth noting is that we have no full time development staff so hoping to find something that has a lot of promise and then work with the vendor to evolve it into what we feel we need. **This is not an invitation for sales folks to call on me** Thanks, Paul
RE: Dell Power Volt 124T software
Not that this is particularly network operations related, but... A quick Google search (https://www.google.com/search?q=Dell+Power+Volt+124T+red+hat+enterpriseoq=Dell+Power+Volt+124T+red+hat+enterpriseaqs=chrome..69i57.6018j0j7sourceid=chromeespv=2es_sm=141ie=UTF-8) yielded the User's Guide (ftp://ftp.dell.com/Manuals/all-products/esuprt_ser_stor_net/esuprt_powervault/powervault-124t_User's%20Guide12_en-us.pdf) which appears to show how to use the Power Vault 124 with Red Hat Linux. Dell and IBM historically have had decent support for their products with Enterprise versions of Red Hat, Ubuntu, and SuSE. RAY SANDERS Senior Systems Engineer ray.sand...@sheknows.com SHEKNOWS From: Maxime Godonou Dossou godomu...@gmail.com Sent: Thursday, March 13, 2014 1:27 PM To: nanog@nanog.org Subject: Dell Power Volt 124T software Hello all I just want to know someone here is using Dell Power Volt 124T as tape backup. I just get it but I would like to use Linux redhat 6.3 server as OS on my backup server. Can tell me if you know any open source software I can use to drive it . Sent from IPad
Re: Books for the NOC guys...
It's the same level reserved for child molesters and people who talk at the theater... Michael Thomas wrote: On 04/02/2010 10:43 AM, Nick Hilliard wrote: In short: less zealotry, more pragmatism and a realisation that each language has its own strengths and weaknesses. Bad code is bad code in any language. All true, but I'd still say there's a special rung in hell for bad perl. Mike No virus found in this incoming message. Checked by AVG - www.avg.com Version: 9.0.800 / Virus Database: 271.1.1/2785 - Release Date: 04/01/10 23:32:00 -- -Prediction is very difficult, especially about the future. -Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
Re: Intermittent Google issues in Austin area
I was seeing a ton of issues with Google services here in Phoenix earlier this morning. Seemed to clear up by about 9 AM local time. Alex Thurlow wrote: Anyone else having intermittent issues connecting to google servers from the Austin area? I first noticed google.com/jsapi loading slowly to slow down my website from loading, and I've since seen other sites loading from their ajaxapis and even www.google.com's search results taking upwards of 30 seconds to load. Many times it loads fine, and then it won't. I couldn't find a place to submit this to them, so I thought I'd check with you guys. -Alex No virus found in this incoming message. Checked by AVG - www.avg.com Version: 9.0.733 / Virus Database: 271.1.1/2752 - Release Date: 03/17/10 00:33:00 -- -Prediction is very difficult, especially about the future. -Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
L.A Network Outages today,
Sorry if this is better handled by outages, but anyone in the L.A area have an idea about the network/phone outages today in L.A? We've seen issues with x.o, but not sure of the full scope. Thanks. Mobile email powered by the force...
RE: Anyone seeing any issues in LA area with XO?
We've been seeing issues with our XO connection in L.A as well. Mobile email powered by the force... Original Message From: Carlos Alcantar car...@race.com Date: 3/2/10 4:28 pm To: Raj Singh raj.si...@demandmedia.com ; NANOG nanog@nanog.org Subj: RE: Anyone seeing any issues in LA area with XO? I have 3 t1's that went down in the santa monica area at 1:47pm pst all off he same hub ds3. Carlos Alcantar Race Telecommunications, Inc. 101 Haskins Way South San Francisco, CA 94080 P: 650.649.3550 x143 F: 650.649.3551 E: car...@race.com -Original Message- From: Raj Singh [mailto:raj.si...@demandmedia.com] Sent: Tuesday, March 02, 2010 2:25 PM To: NANOG Subject: Anyone seeing any issues in LA area with XO? We just lost all our Santa Monica links with XO. Anyone else seeing this? Thanks, Raj Singh |Director Network Engineering _ Demand Media | eNom, Inc. Direct: 425.974.4679 15801 NE 24th St. Bellevue, WA 98008 raj.si...@demandmedia.commailto:raj.si...@demandmedia.com
Re: Ticket/Asset Managment system
A previous employer did something similar with Solarwind's ipMonitor and Kayako eSupport. Neither are open source, but at the time, the cost for each piece of software was reasonable. Jens Link wrote: Brandon Grant bran...@momentous.ca writes: Also, I am hoping to find a tool that can tie in with SNMP software so I can have tickets auto-generated for certain types of SNMP traps or polling failures. Do it the other way round: Use something like Nagios, Zabbix or Icinga for monitoring and if a fault is detected let the monitoring system send a message to your ticket system. Jens No virus found in this incoming message. Checked by AVG - www.avg.com Version: 9.0.733 / Virus Database: 271.1.1/2683 - Release Date: 02/12/10 00:35:00 -- -Prediction is very difficult, especially about the future. -Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
RE: Datacenter for DR in northwestern NJ/NY
Datapipe has a facility in N.J... Not sure if they are 50mi from NYC Mobile email powered by the force... Original Message From: Matt Sprague mspra...@readytechs.com Date: 2/2/10 2:19 pm To: nanog@nanog.org nanog@nanog.org Subj: Datacenter for DR in northwestern NJ/NY Hello NANOG! Does anyone know of some strong datacenters in northwestern NJ, or north of Westchester NY without getting too far away from NYC? I'm looking for a DR colo solution for a site that is in NYC; this needs to be at least 50m away from NYC, but I'm trying to keep it not too much further than that for convenience. I'm also trying to keep this to top level providers as there may be compliance requirements. Thanks in advance for any responses. -- Matt Sprague ReadyTechs, LLC mspra...@readytechs.commailto:mspra...@readytechs.com 973-455-0606 x1204 (voice) http://www.readytechs.com/
Re: Flash Media Servers as Open Proxies
Marshall, Did you find out via published article, or your own research? Either way I'd like (if you don't mind) more information on this so I can investigate what impact there may be on our systems. Thanks! Marshall Eubanks wrote: I recently found out that the Adobe Flash Media Server (FMS) can operate out of the box as an open proxy, enabling other people to steal server resources and bandwidth. Furthermore, I also found that there is an ecosystem of pirates taking advantage of this feature to illegally stream sports events (and maybe other stuff as well). Each event uses multiple (stolen) servers and can amount to thousands of streams and Gbps of consumed bandwidth. I believe but am not 100% sure that there are similar problems with Window Media Servers. I would like to hear (off-list) from people who have experience fighting this so that we could maybe pool techniques. I will try to write this up further later. Regards Marshall Eubanks -- -Prediction is very difficult, especially about the future. -Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
Re: Redundant Data Center Architectures
Roland, Could you elaborate on GSLB (Global Load Balancing?) ? Pardon if that question seems a bit noob-ish Thanks Roland Dobbins wrote: On Oct 28, 2009, at 8:26 PM, Stefan Fouant wrote: I'm wondering what are the growing trends in connecting Data Centers for redundancy in DR/COOP environments. 'DR' is an obsolete 40-year-old mainframe concept; it never works, as funding/testing/scaling of the 'backup' systems is never adequate and/or allowed. Layer-2 between sites is evil, as well. Layer-3-independence and active/active/etc. is where it's at in terms of high availability in the 21st Century. GSLB, et. al. --- Roland Dobbins rdobb...@arbor.net // http://www.arbornetworks.com Sorry, sometimes I mistake your existential crises for technical insights. -- xkcd #625 No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.5.423 / Virus Database: 270.14.36/2465 - Release Date: 10/28/09 09:34:00 -- -Prediction is very difficult, especially about the future. -Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
RE: Intelligent network monitoring systems (commercial/open source, what have you)
If you are interested in an Orion-Like system, but can't foot the bill for it, maybe look at IpMonitor. Solarwinds acquired IpMonitor a while back, so their sales reps will try to sell you on Orion. I've had many years of good luck with it (IpMonitor) and Solarwinds seems to be handling the software pretty well. On Fri, 2009-09-11 at 15:08 -0400, Drew Weaver wrote: Ah, I was mainly interested in an Orion like system that actually has all of that kind of worked-in. Thanks for the heads up. -Drew -Original Message- From: Charles Wyble [mailto:char...@thewybles.com] Sent: Friday, September 11, 2009 3:07 PM To: Drew Weaver Cc: NANOG list Subject: Re: Intelligent network monitoring systems (commercial/open source, what have you) Most of these threads usually result in telling the poster to RTFM with a link to it :) I'm too lazy to link the manual. :) c-nsp has extensive archives with lots of questions about various specific SNMP mibs that weren't immediately evident from RTFM. It all comes down to SNMP to the best of my knowledge. Drew Weaver wrote: Howdy, Can anyone suggest a network monitoring system that knows the difference between a cisco 1701 and a GSR 12810/6500, etc? What I mean is, many times these days there are several different sub systems you have to monitor inside of a router/switch and not just interface utilization, the CPU, and the RAM. Statistics such as CEF utilization, fabric utilization, PFC/DFC, various line card statistics, etc? Can anyone recommend anything other than customize MRTG a lot that we can use to get a better look into these systems? thanks, -Drew -- Prediction is very difficult, especially about the future. Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
Re: Open Source / Low Cost NMS for Server Hardware / Application Monitoring
It's neither open source, nor free, but I moved from Nagios/Groundwork to Solarwinds ipMonitor 9. Solarwinds recently cut the price down to under $1000 for unlimited monitors. Up until about a year ago, the unlimited license ran about $5K. So for a large nationwide environment like ours, our ROI was pretty decent, but if you are only watching a dozen or two systems with maybe ten monitors each, Nagios would be the best bet. On Wed, 2009-07-22 at 13:40 -0500, Jack Bates wrote: Matthew Huff wrote: Some of our requirements: . Native agents for Windows 2003/2008, Linux, Linux x86_64, Solaris Sparc and Solaris x86_64. Either binaries or source code. . Ability to send alerts via email, pager and/or snmp . Monitoring of OS properties like memory, disk, cpu, etc... . Ability to extend agents with scripting to allow monitoring of custom services . Plug-in architecture for third-party add-ons . Reliable Architecture . Reasonable user interface . Non-blocking polling . Active Project (New Releases on regular basis and have existed for a reasonable period) You probably have the list of the most commonly used. Each has good and bad points. A few of them I believe are limited on using agents and supporting external scripts. Several are considered Nagios on steroids, using a Nagios core wrappered in a bunch of other OSS. Several, like Zenoss are particular about the primarily monitoring system (though agents might run on any OS). Jack -- Prediction is very difficult, especially about the future. Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
Re: The actual value, from a security standpoint, of using a proxy domain registrar?
My opinion is that it's nothing more than a value-add for domain registrars. The domain registration fees these days have razor thin margins. So places like Godaddy and others offer these services to make up for their domains essentially being loss-leaders. A lot of these places use scare tactics to convince domain buyers that privacy is essential, otherwise one would get spam, telemarketing calls and junk mail. Well, that's partly true, as some companies do scrape whois data. So does maintaining a P.O box, a phone number that goes direct to voice mail, as well as a separate junk mail email account cost you less than about $20 a year? I'm not sure, but having your number on the do not call list (if you are in the U.S) is free, receiving junk mail doesn't cost anything and neither does a hotmail/yahoo/gmail account. So, to get to my point, from a security standpoint my opinion is that domain privacy is of as much benefit as hiding under the covers of my bed if an attacker breaks into my home. On Wed, 2009-07-15 at 14:52 -0700, Mike Lyon wrote: Howdy, I am curious what others in the industry think on this topic. When one registers a domain they can put in their real information or they can use a proxy, like Go-Daddy's Domains By Proxy. Now, personally, I would prefer just to get a PO Box and put that address on my domain info instead of doing a proxy. I could also put down a phone number in the registration that just goes to my general business phone line which is just a DVR. So the question I have is this: What actual security are these proxy companies providing to the end-user? My company website has my real address, my real phone number, exec bio's and pictures of them yet upper management (and our marketing company) think using a proxy is a good thing. What's the difference between using a proxy vs using a PO Box except that a PO Box is cheaper? I'd just like to get thoughts from others to see what the general feeling is on this topic. Cheers, Mike -- Prediction is very difficult, especially about the future. Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
Re: The actual value, from a security standpoint, of using a proxy domain registrar?
And that falls right into some of the scare tactic sales pitches the domain registrars use. they can look up your domain and find your home address! Heck, even a p.o box could leave someone open to a stalker, if said stalker is determined enough. so yes, I'll concede that point to a certain extent. On Wed, 2009-07-15 at 17:18 -0500, David E. Smith wrote: Mike Lyon wrote: I am curious what others in the industry think on this topic. When one registers a domain they can put in their real information or they can use a proxy, like Go-Daddy's Domains By Proxy. If you're using it for your business, the value is pretty slim. You probably want your business to be reachable by the public. Individuals, especially those using their domains to publish anything controversial, could benefit somewhat from the increased privacy. David Smith MVN.net -- Prediction is very difficult, especially about the future. Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
Re: Why choose 120 volts?
So when one server fails, all the rest fail too? Sorting out holiday lighting is bad enough could you imagine having to go through rack after rack finding the one burned out server? On Tue, 2009-05-26 at 16:29 -0400, Barney Wolff wrote: Doesn't even need non-standard servers - just wire them all in series. On Tue, May 26, 2009 at 03:23:46PM -0500, Kurt Anderson wrote: Why stop there? Grab a 20,000 volt feeder and create a Tesla datacenter. Think of all the copper you will save... -- Prediction is very difficult, especially about the future. Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
Re: Why choose 120 volts?
Ugh, please don't remind me of the hell that was coax. On Tue, 2009-05-26 at 13:45 -0700, Owen DeLong wrote: On May 26, 2009, at 1:34 PM, Ray Sanders wrote: So when one server fails, all the rest fail too? Sorting out holiday lighting is bad enough could you imagine having to go through rack after rack finding the one burned out server? Who has to imagine? Some of us remember thinnet (10base2). Owen -- Prediction is very difficult, especially about the future. Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
RE: Colo on the West Coast
Pshem, Datapipe and hurricane electric come to mind. Mobile email powered by the force... Original Message From: Pshem Kowalczyk pshe...@gmail.com Date: 5/26/09 4:03 pm To: nanog@nanog.org nanog@nanog.org Subj: Colo on the West Coast Hi, I'm looking for a colo provider somewhere on the west coast, preferably somewhere close to one of the peering exchanges. A virtual machine will do. I want to use it to run a small performance monitoring box (traceroutes, pings, etc). I also would like to get a full bgp feed into it so I can monitor bgp as well. Who do you think would be the best one to do it with? (answers can be off-list) kind regards Pshem
Re: how many BGP routers, how many ASes
Irfan, This is sent weekly to the list: Routing Table Report 04:00 +10GMT Sat 09 May, 2009 Report Website: http://thyme.apnic.net Detailed Analysis: http://thyme.apnic.net/current/ Analysis Summary BGP routing table entries examined: 288037 Prefixes after maximum aggregation: 136199 Deaggregation factor: 2.11 Unique aggregates announced to Internet: 140785 Total ASes present in the Internet Routing Table: 31199 Prefixes per ASN: 9.23 Origin-only ASes present in the Internet Routing Table: 27142 Origin ASes announcing only one prefix: 13239 Transit ASes present in the Internet Routing Table:4057 Transit-only ASes present in the Internet Routing Table: 96 Average AS path length visible in the Internet Routing Table: 3.6 Max AS path length visible: 33 Max AS path prepend of ASN (43683) 31 Prefixes from unregistered ASNs in the Routing Table: 461 Unregistered ASNs in the Routing Table: 151 Number of 32-bit ASNs allocated by the RIRs:142 Prefixes from 32-bit ASNs in the Routing Table: 30 Special use prefixes present in the Routing Table:0 Prefixes being announced from unallocated address space:194 Number of addresses announced to Internet: 2039977920 Equivalent to 121 /8s, 151 /16s and 151 /24s Percentage of available address space announced: 55.0 Percentage of allocated address space announced: 63.7 Percentage of available address space allocated: 86.4 Percentage of address space in use by end-sites: 76.9 Total number of prefixes smaller than registry allocations: 142407 On Wed, 2009-05-13 at 16:53 +0100, Irfan Zakiuddin wrote: Hi all, I have scouted around for this information, but not get very far. I'm hoping someone will have answers at hand. What I want to know is roughly how many : 1. ASes there are in the world today? 2. BGP routers there are, for intra-domain as well as inter-domain routing, in total in the world? 3. BGP routers do the largest ASes have? Really interesting would then be to say either how fast the above numbers are growing, or to give estimates for what the answers to 1-3 will be in 5 years time. An Internet source that provides the above information would be most useful - though I can't seem to find it with google. I'd be grateful for answer to be sent to me directly, whether you also post to NANOG is up to you. thanks in advance. irfan -- Prediction is very difficult, especially about the future. Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
Phoenix Area Network Issues?
Are there any fiber cuts or other routing issues anyone in the Phoenix area is aware of? Thanks. -- Prediction is very difficult, especially about the future. Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
L.A Area network Issues the past few days?
Has anyone seen any network issues the past few days? Yesterday we had some content delivery issues in the l.a area. Not getting any sort of response from our CDN, Limelight. Thanks in advance -- Prediction is very difficult, especially about the future. Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
Re: L.A Area network Issues the past few days?
Could you elaborate on that a bit, please? off list is fine On Wed, 2009-04-22 at 14:07 -0700, Wayne E. Bouchard wrote: I can't speak to specific upper level issues but I can confirm that there was a slightly insane piece of network equipment yesterday AM. We sat it down and had a good conversation about manners and behavior in public and it shaped up. -Wayne On Wed, Apr 22, 2009 at 01:52:35PM -0700, Ray Sanders wrote: Has anyone seen any network issues the past few days? Yesterday we had some content delivery issues in the l.a area. Not getting any sort of response from our CDN, Limelight. Thanks in advance -- Prediction is very difficult, especially about the future. Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344 --- Wayne Bouchard w...@typo.org Network Dude http://www.typo.org/~web/ -- Prediction is very difficult, especially about the future. Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
Re: cogent issues?
From the outages list: Cogent is currently experiencing problems on their backbone in Chicago, manifesting as packet loss and latency. The master ticket # is 853582. On Wed, 2009-01-28 at 12:27 -0800, John Martinez wrote: http://www.internetpulse.net/ -- Prediction is very difficult, especially about the future. Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
Re: RE:
Draggin my heart around. -Original Message- From: Aaron Imbrock [mailto:aimbr...@gmail.com] Sent: Monday, January 12, 2009 1:12 AM To: NANOG@nanog.org Subject: Stop -- Prediction is very difficult, especially about the future. Niels Bohr -- Ray Sanders Linux Administrator Village Voice Media Office: 602-744-6547 Cell: 602-300-4344
