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8:00 AM to 5:00 PM, Monday through Friday:           

Outside of 8:00 AM to 5:00 PM, Monday through Friday:          

Network Incident On-Call Process

For all SQUARED UP alarms, trouble calls, and StruxureWare alarms: ERHT 5A/5B, LAMB 20, LYNN B168, or TEL 210 follow the on-call triage process:

For alarms originating from StruxureWare, DCM (Data Center Management) personnel should be notified in addition to proceeding with the Data Networking (ITIS) notification steps outlined below.

1. Verify that the building that is showing the alarm has electrical power. Pass this information to the on-call and in the follow up email.
   

   To determine if a device is down on Squared Up due to power outage please start checking the middle screen that networking maintains.

   • If it is on this list do not call.
   • If a building near the building listed on the power outage list is on Squared Up do not call. (Please only call if it is still showing on Squared Up once the power outage time listed is over.)
   (You can look on Purdue Campus Map https://www.purdue.edu/campus_map/ to tell if where buildings are located)

2. For alarms originating from StruxureWare, DCM personnel should be notified in addition to proceeding with the Data Networking notification steps outlined below.

3. Call Data Networking (ITIS) Primary On-Call phone (765-494-1591). If no answer, voice mail should be left on the phone and you should wait 5 minutes before proceeding.
   
   
4. A Footprints ticket needs to be made and assigned to ITIS Networking. Put the ticket number in the follow up email. Contact info is the on-calls name.
   
   
   
5. An email should be sent to itns-pdnhlog-ext@lists.purdue.edu. Justin McIntyre would like to be cc'd in the email also: mcintyrj@purdue.edu
   You do not need to send another email when you try to reach someone. If you leave a message, include this sentence in the body of the email: "We will escalate the on-call process if there is no response within 5 minutes."
   
   
6. Call Data Networking (ITIS) Secondary On-Call phone (765-494-1530). If no answer, voice mail should be left on the phone and you should wait 5 minutes before proceeding.
   
   

7. Call Justin McIntyre at 630-675-7640. If no answer, call Richard Letts 206-790-5837. Wait 5 minutes before proceeding to Step 7.

   
   

8. In the event that none of the individuals from Steps 3 through 6 above has responded, repeat those steps until contact is made. 

Special Notes:

• Data Networking personnel who are contacted by IOC staff are responsible for providing issue status updates to IOC in a timely fashion.  As a general rule this means that such feedback should be provided once you start investigating an issue, whenever an ETA for resolution has been determined and again when the issue has been resolved.  Additional updates are always welcome as well, especially for extended outages.
• If Squared Up, itself, ever goes down for more than 20 mins make sure to let Data Networks know that we cannot monitor their devices while it is down. (If it is the Xymon part down do NOT call Data Networks as it does not pertain to their devices, only when "Network Devices" section is down). IT Service Management (ITSMO) 765-496-6390/ itcr-itsmo@lists.purdue.edu will be the on-call if Squared Up is down.  (If it is the Xymon part down do NOT call Data Networks as it does not pertain to their devices.)
  
• Battery Alarms in Squared Up: Email Data Networks only. Do NOT call. Make FP ticket, assign to Networking and contact can be left blank or jpublic. Ex's: anything with "APC" in it.
  
  
  Ignore the following list of buildings outside of normal business hours:
  

  Cases where it is outside of business hours (as is also defined below), please do not call the data networks on-call staff for Squared Up alarms in any of the locations listed in the table down below.  Essentially if the hostname value of the alarm contains a value from the “Squared Up Value” column of the list down below, it should be ignored.  These values are typically fairly static but should any updates need to occur we’ll forward you an updated list.

  • Business Hours are Monday through Friday from 7:00 AM to 5:00 PM
  • Official Purdue Holidays and Weekends Adjoining those Holiday Dates are Considered to be Non-Business Hours, Superseding the Monday through Friday Standard

  Example: 5/25/19 through 5/27/19 (Memorial Day and the weekend adjoining it) would not be considered business hours.

  Building 2550 Northwestern AveSubaru of Indiana AutomotivesiaStatewide Tech Office #2 in Indianapolis-100

  Building Short Name	Description	Squared Up Value	Building Long Name	SquaredUp Value
  -	Any APC Devices	"-apc******-"
  -	Any TRP Devices	"-trp******-"
  2550	State Farm		"2550-"
  AC20	Superintendent Dwelling (ACRE Farm) 844S	844 South River Road	" ac20 844s-"
  AC22	Field Research Facility (ACRE Farm)	"ac22-"
  AC35	Pest Lab and Storage Facility (ACRE Farm)	"ac35-"
  AC41	Grain Drying Complex - Grain Auger (ACRE Farm)	"ac41-"
  AC42	Scales House (ACRE Farm)	"ac42-"
  AC43	USDA Soybean Research Lab (ACRE Farm)	"ac43-"
  AC44	USDA Rainulator Building Soil Erosion (ACRE Farm)	"ac44-"
  AC45	Var Test Facility (ACRE Farm)	"ac45-"
  AC46	Headquarters and Shop (ACRE Farm)	"ac46-"
  AC51	Weather Facility (ACRE Farm)	"ac51-"	AF01
  Aquaculture ( AC54	Crop Diagnostic Training Center (ACRE Farm)	"ac54-"
  AF01	Aquaculture (ASREC Farm)	"af01-" Image Removed
  AFC	Anderson Flagship Center	"afc-"
  AIDC	Agricultural Information Distribution Center	"aidc-"
  ASB	Airport Service Building	"asb-"
  B201	Swine Evaluation Headquarters (ASREC Farm)	"b201-"
  B401	Poultry and Hatchery Facility (ASREC Farm)	"b401-"
  B501	Sheep Research and Teaching Facility (ASREC Farm)	"b501-"
  B602	Feed Mill (ASREC Farm)	"b602-"
  B701	Swine Office Metabolism Facility (ASREC Farm)	"b701-"
  B713	Environmental Research Facility (ASREC Farm)	"b713-"
  B801	Farm Operations Shop and Headquarters (ASREC Farm)	"b801-"
  B901	Teaching Center and Classroom (ASREC Farm)	"b901-"
  BBCH	Purdue Baseball Clubhouse	"bbch-"
  BBPB	Purdue Baseball Press Box	"bbpb-"
  BECK	Beck Agricultural Center (ACRE Farm)	"beck-"
  BTV	Boiler Television Building	"btv-"
  CB10	Beef Building (ASREC Farm)	"cb10-"
  FHBC	Family Health Clinic of Burlington (Carroll County)	"fhbc-"
  FHD2	Family Health Clinic 2 of Delphi (Carroll County)	"fhd2-"
  FHDC	Family Health Clinic 1 of Delphi (Carroll County)	"fhdc-"
  FHMW	Family Health Clinic of Monon (White County)	"fhmw-"
  FHWW	Family Health Clinic of Wolcott (White County)	"fhww-"
  GRO	Government Relations Office in Indianapolis	"-gro-"
  ICSC	Indiana Corn and Soybean Innovation Center	"icsc-"
  IDOT	Indiana Department of Transportation	"idot-"
  INOK	Investments Warehouse	"inok-"
  INTECH10	Technical Assistance Program in Fishers	"-intech10-"
  KPNR	1500 Kepner Drive Facility	"kpnr COAL	Coal Handling Control/Fire Pump Building	"coal-"
  GCMB	Golf Course Maintenance Barn	"gcmb-"
  GMF	Grounds Maintenance Facility	"gmf-"
  GMGF	Grounds Maintenance Greenhouse Facility	"gmgf-"
  ICSC	Indiana Corn and Soybean Innovation Center (ACRE Farm)	"icsc-"
  IDOT	Indiana Department of Transportation	"idot-"
  INOK	Investments Warehouse	"inok-"
  INSS	Intramural Storage Shed	"inss-"
  LMSB	Laboratory Material Storage Building	"lmsb-"
  NACC	Native American Educational and Cultural Center	"nacc-"
  PAGE	Thomas A. Page Pavilion	"page-"
  RALR	Stadium Area - Visiting Team Locker Room	"ralr-"
  SBCH	Purdue Softball Clubhouse	"sbch-"
  SBPB	Purdue Softball Press Box	"sbpb-"
  SCHO	Schowe House	"scho-"
  SD02	Dairy Research Unit (ASREC Farm)"sd02 (ASREC Farm)	"sd02-"
  SIA	Subaru of Indiana Automotive	"sia-"
  SOCC	Purdue Women’s Soccer Building	"socc-"	SIA
  SPUR	Spurgeon Golf Training Center	"	spur-"
  SWNA	State Wide New Albany	"swna-"
  SWSB	State Wide South Bend		"swsb-"
  TAP	Purdue Technical Assistance Program		"	tap-"
  TM02	Throckmorton Pesticide Building	"tm02-"
  TM08	Throckmorton Meigs Building	"tm08-"
  TM11	Throckmorton Fruit Barn	"tm11-"
  TM36	Throckmorton Farm Crop Barn	"tm36-"
  TPB	Rankin Track Press Box	"tpb-	"
  TURF	Intercollegiate Athletic Sports Turf Building	"turf-"
  UNPD	University Police Department	"unpd-"
  USDA	USDA Building 1 (ASREC Farm)	"usda-"
  VOIN	Voinoff (Samuel) Golf Pavilion	"voin-"
  WH9	Well House 9	"wh9-"
  WRIT	John S Wright Forestry Center	"writ-"

  
  

Information to Provide When Reporting Network Issues

For Squared Up alarms report the following information from Squared Up when reporting issue:

1. Date/Time that alarm started (Example: October 26, 10:00 AM)
2. Affected Device Name (Example: mrdh-285n-c2950-01)
3. Last Ping (Example: 2017-11-01 11:14:43)

For network issues reported by I-Light / GigaPOP or the ITaP help desk, campus personnel, students, or visitors, report the following information:

1. Date/Time that issue began or was first noticed (Example: October 26, 10:00 AM)
2. Affected service (Examples: wireless/PAL, data PIC(s), or I-Light / GigaPOP call back)
3. Location where problem is occurring (Examples: wireless on 2nd floor of Armstrong, all data PICs in the Forestry building, or I-Light / GigaPOP). Whenever possible obtain a specific building and nearest room number.
4. Name and phone number (or at least email) of person experiencing/reporting problem

More details can be found on the attached document below:

ITIS-Data Network Incident Resolution Process.docx