On Sat 27/Feb/2021 01:40:01 +0100 Ángel González Berdasco wrote:
Cynthia Revström writes:
if you want a human to read your emails, you shouldn't automate the
sending so you end up with potential situations like that. >
No. You should actually love automated reports.
[...automated classification of automated abuse reports...]
[...held in esteem but not quoted...]
Note I'm not covering the quality of the information. In either cases,
Joe notifications could generally be either good or bad. If you find
Joe to provide reliable information, you may even want to trust their
reports automatically. If they have a lot of noise, you probably will
want to prioritize them at the bottom of your queue.
It's also to be noted that abuse teams do reply. If the quality isn't good,
the human who read the report replies and points out what is missing in order
to make it actionable. Some replies are fully automated and repetitive, some
are based on a template on which the operator on duty can add manually written
text. Thus, while reports are generated automatically, replies have to be
handled by hands, possibly deploying regexes or eyeballs to classify them.
That begs the question of whether abuse reports have valid reply addresses.
Don't assume people are lacking in basic knowledge, rather consider
that some people might have requirements other than yours, and that
it might not be as simple as you suggest.
Sadly, problems often lie at the management level, out of the hands of
the technicians which suffer them.
How much to invest in abuse handling is obviously a management decision. It
shapes an ISP's characteristics, quality, and costs.
From my POV, the best way to implement a couldn't-give-a-damn attitude is to
not register an abuse address at all. Having an automated abuse reporting
system driven by firewall events, it is straightforward to multiply the banning
period by months when the abuse address is empty. Unfortunately, RIPE seems to
have it mandatory to fill abuse-c, so one has to manually track bounces,
distinguishing temporary hiccups from permanent failures, and equate the latter
to empty addresses.
Best
Ale
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