Several registrars have expressed a desire for 'request update'
functionality to be built in to the RDRS. I thought it would be
worth discussing before submitting it as a formal request in the
Impressions Doc.
As reminder, there is no 'pending input' status; instead, a ticket
is submitted and remains in 'open' status until the registrar
closes it with a response outcome. This leads to some tickets
remaining open for extended periods, as the registrar awaits input
external to the RDRS.
What I hear from registrars is:
I would like to to close a
ticket because I asked for more info and then later when they
provide it, change the outcome (to disclosed or denied as
appropriate). This would let me log outcomes more accurately
(indicating when I responded to the request)
I want to put tickets in a
'pending input' status and have them automatically close if
the requestor does not provide more info within a specific
timeframe. In that case then it would be useful to be able
reopen the ticket instead of create a new one if the requestor
comes back after that timeframe.
Registrars are also sensitive that the
ability to adjust an outcome would cause fluctuation on the
reporting metrics, however I think that since it would result in
(a) fewer re-requests and (b) more accurate reported outcomes, and
also since our purpose is primarily to track request volume which
would be more correct if requests can be adjusted rather than
duplicative requests being created, this seems like a positive
change to me.
It would perhaps be worth
considering if we could add a new metric to show how many
requests were closed as requiring more info and then adjusted to
a different outcome later on.