Platform user manual

A provider can use the platform as soon as the registration process has been completed. For some providers, an abuse ranking for their network is already available on the platform. More information about that ranking can be found here. More information about how to use the abuse and vulnerability notification aspects of the platform is given below.

Ticket overview

Via the Tickets button at the top of the screen, the logged in user can obtain an overview of the tickets (abuse/vulnerability notifications) for his or her organisation.

Ticket details

For each ticket, clicking the button Show will reveal more detailed information about the ticket. Under the tab Information, the metadata from the ticket can be seen. Just like each IP address is linked to a contact, each ticket is also linked to a contact. The contact can be found under IP Contact, as shown in the screenshot below.

If in the period since the ticket was made, the contact has been changed, then the button Update can be used to correctly link the new contact. A contact can be automatically notified about a new ticket. See the Registration page for further details. With the button Send Notification, a contact can be manually informed about the ticket. With the button Ticket Status, a logged-in user can change the ticket’s status.

Ticket evidence

The Evidence tab shows the actual notification. Insofar as it is possible, information from the notification has been extracted and displayed in standard fields. The View button can be used to see the notification from the notifier. The original email notification from the notifier can be downloaded via the Download button.

Please note: the original notification should not be shared with the end user. This original notification can contain information about other IP addresses and is therefore only intended for the abuse desk.

Via the Communication tab the contact linked to the ticket can be communicated with.

Self-help for contact

The user can automatically or manually inform a contact about an open ticket at an IP address linked to the contact. For AbuseIO installations at providers, contacts are therefore used for end users. The contact receives an email about a ticket that contains basic information about the ticket and a link to the ticket’s self-help page.

If the self-help link is opened, then the contact comes onto a page with the tab Basic Information open. This tab shows metadata about the ticket, which is similar to the Information tab of the user. The tab Technical Details is similar to the Evidence tab of the user but does not show the original notification of the notifier due to the reasons mentioned above. If generic solutions to the problem are known and described, then these are shown under the tab “What is this?”. Via the tab Questions/Resolved the portal user can be communicated with.

Self-help pages can be white labelled via Brands.