Re: SORBS on autopilot?

[Michelle Sullivan <matthew () sorbs net>]

Ken Chase wrote:
> Anyone got some pointers on how to get off SORBS' Dynamic IP lists?
>
> We've followed their RFC proposed static reverse DNS assignment naming and all
> elements of their FAQ.
>
> We are not spammers. The /24 in question isnt listed on any RBLs except SORBS DUL.
>
> We've submitted requests in various different formats, but get a robot reply
> and -ENOJOY.
>
> We've even had our upstream that is listed at the RIR as managing the supernet
> of our BGP announced prefixes submit requests to delist for the /24, but
> we are only ever replied to by a robot that lists 67.196.137.0/24 as
> dynamic except .163 (somehow manually excluded from their db, I think when
> they werent adrift in years past). Our upstream's techs are also at a loss now
> and suggested I seek arcane clue amongst the sages here.
>
> Pointers appreciated.
>
> /kc
>   

OK, following my last post I have been given 4 ticket numbers for the 
same network.  3 appear to be from Ken using a different email address 
(hence why we couldn't find a ticket from him.)

Normally I would not post a public response, but this case is what seems 
to be a reoccurring theme, so maybe it's time to post comment.

Each of the tickets are similar in that they all refer to the same 
space.  All were rejected by the robot with the following text at the 
end of the reply:

> I'm now marking this request as 'answered' as I think there's nothing
> more for me to do. If you feel otherwise, please reply to this message
> to re-open your ticket. In particular, if you change your rDNS
> information.


Each of the 4 tickets (the three by Ken) are all sitting in the state of 
"Answered" ... so at no point has a human had chance to see the issue 
and override the bot's decision.

The common a reoccurring issue is the response by the robot has given 
the next logical step to progress any delisting request (as has been 
stated here recently, in another thread)..  and the requester has either 
not read the response or chosen to ignore the response or <insert other 
reason which results in not responding to the ticket>... then the come 
here complaining about not getting a response from SORBS.  The reality 
is they got a response from SORBS and did not act upon the response.  
Sorry Ken, this is not having a go at you, but it is a very common theme 
and deserves airing.  Other issues are where the appropriate contact (as 
listed in the whois record at the RIR) also ignore the same two 
sentences, get rejected by the robot and choose to log a new ticket only 
to get the same response over and over again.

Is it bad English?  Is it not clear?  Can anyone else give better 
wording that might result in less of an issue?  The process is 
relatively simple:

For fast approval:

Log ticket -> robot checks rDNS for all networks listed in ticket -> 
robot confirms all space is static and submits the ticket to the 
removals queue where it is manually checked by a human and processed.

For manual approval:

Log ticket -> robot checks rDNS for all networks listed in ticket -> 
robot denies delisting request sending response -> OP changes something 
and replies, just states they are the whois listed appropriate contact, 
or gives some reason why the robot is wrong and reopens the ticket with 
the reply -> SORBS volunteer reviews the available information from the 
robot and the subsequent reply from the OP and manually submits to the 
removals queue or rejects and gives a human response as to why (eg like 
with Shaw, Road Runner, Verizon, etc listings) the information is 
provided by the ISP and any delisting will be reversed within a week.

No NANOG is not about SORBS and SORBS should not really be discussed 
here, but telling people they would be better discussing it on Spam-L 
will not help you at all as I cannot post there and consequently I have 
since unsubscribed, as I have suggested to all my staff.  Messaging me 
directly about listings will not help your case, unless something has 
gone wrong (and since Jan 09 I have only had one issue where something 
went wrong in the SORBS systems, all other requests were without tickets 
or twits that logged a ticket and sent me the ticket number before the 
robot had replied because they thought they might get special attention.)

The best thing anyone can do is read the automated responses (some are 
from the system as the ticket is logged, some are from the robots) 
completely, and act upon what they say as majority of the time this will 
result in a fast delisting..  Christmas Eve 2009, DUHL delisting 
requests were happening within an hour of requesting a delisting.  My 
moving internationally and 30 hours in the air have slowed that process, 
but I intend to get it back to within 60 minute responses again by the 
end of January. 

Michelle