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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 and trouble calls 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 8.

   
   

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 Operations staff are responsible for providing issue status updates to IOC Operations 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 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. Also send a ticket to the ITAP_Netwroking_II queue regarding it is down. Any part of it (Xymon, Network devices or whole page). Networking supports Squared Up now. Follow normal procedure after you call. i.e follow up email and log. 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 Alerts: Ignore all devices that have "APC" in it.
  Ignore the the title. DO NOT email or call about these alerts. If there is a Struxureware alert associated with it, please follow DCM guidelines.
  
  Ignore the following list of buildings only 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 – Monday through Friday – 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

  
  

  Pest Lab and Storage -""vprb-"

  Building Short Name	Building Long Name	SquaredUp Value	Reason for Ignoring
  -	Any APC Devices	"-apc******-"
  844S	844 South River Road	"844s-"
  AC22	Field Research Facility (ACRE Farm)	"ac22-"
  AC35	Always ignore APCs in Squared Up
  -	Any Device with the word "test"	"test"	Test devices are used for testing purposes and not on the production network.
  -	Any tents	"-tent****-"	Tents are subject to tampering/environment issues and are hard to access res hall buildings after hours
  844S	844 South River Road	"844s-"	No access, users aren't there after hours
  AC22	Field Research Facility (ACRE Farm)	"ac22-"	No access, users aren't there after hours, feeds off of BECK
  AC35	Pest Lab and Storage Facility (ACRE Farm)	"ac35-"	No access, users aren't there after hours, feeds off of BECK
  AC41	Grain Drying Complex - Grain Auger (ACRE Farm)"ac41-"Farm)	"ac41-"	No access, users aren't there after hours, feeds off of BECK
  AC42	Scales House (ACRE Farm)	"ac42-"	No access, users aren't there after hours, feeds off of BECK
  AC43	USDA Soybean Research Lab (ACRE Farm)	"ac43-"	No access, users aren't there after hours, feeds off of BECK
  AC44	USDA Rainulator Building Soil Erosion (ACRE Farm)	"ac44-"	No access, users aren't there after hours, feeds off of BECK
  AC45	Var Test Facility (ACRE Farm)"ac45-"Farm)	"ac45-"	No access, users aren't there after hours, feeds off of BECK
  AC46	Headquarters and Shop (ACRE Farm)	"ac46-"	No access, users aren't there after hours, feeds off of BECK
  AC51	Weather Facility (ACRE Farm)	"ac51-"	No access, users aren't there after hours, feeds off of BECK
  AC54	Crop Diagnostic Training Center (ACRE Farm)	"ac54-"	No access, users aren't there after hours, feeds off of BECK
  AF01	Aquaculture (ASREC Farm)	"af01-""af01-"	No access, users aren't there after hours, feeds off of BECK
  AFC	Anderson Flagship Center	"afc-"	Far remote site, no access
  AIDC	Agricultural Information Distribution Center	"aidc-"	No access, users aren't there after hours
  ASB	Airport Service Building	"asb-"	No access, airport hanger
  B201	Swine Evaluation Headquarters (ASREC Farm)	"b201-"	No access, users aren't there after hours, feeds off of BECK
  B401	Poultry and Hatchery Facility (ASREC Farm)	"b401-"	No access, users aren't there after hours, feeds off of BECK
  B501	Sheep Research and Teaching Facility (ASREC Farm)"b501-"Farm)	"b501-"	No access, users aren't there after hours, feeds off of BECK
  B701	Swine Office Metabolism Facility (ASREC Farm)	"b701-"	No access, users aren't there after hours, feeds off of BECK
  B713	Environmental Research Facility (ASREC Farm)	"b713-"	No access, users aren't there after hours, feeds off of BECK
  B801	Farm Operations Shop and Headquarters (ASREC Farm)	"b801-"	No access, users aren't there after hours, feeds off of BECK
  B901	Teaching Center and Classroom (ASREC Farm)"b901-"	"b901-"	No access, users aren't there after hours, feeds off of BECK
  BBCH	Purdue Baseball Clubhouse	"bbch-"	Seasonal
  BBPB	Purdue Baseball Press Box	"bbpb-"	Seasonal
  BTV	Boiler Television Building	"btv-"	No access
  CB10	Beef Building (ASREC Farm)	"cb10-"	No access, users aren't there after hours, feeds off of BECK
  COAL	Coal Handling Control/Fire Pump Building	"coal-"	No access
  FSHR	TAP Fishers Remote Site	"fshr"	Charles Garwood, no access, remote site
  GCMB	Golf Course Maintenance Barn	"gcmb-"	No access
  GMF	Grounds Maintenance Facility	"gmf-"	No access
  GMGF	Grounds Maintenance Greenhouse Facility	"gmgf-"	No access
  ICSC	Indiana Corn and Soybean Innovation Center (ACRE Farm)	"icsc-"	No access, users aren't there after hours, feeds off of BECK
  IDOT	Indiana Department of Transportation	"idot	-"	Andy Sydelko says they can be ignored
  INDY	Indianapolis External Site	"indy-"	Gro site - Susan Brock says ignore | Esk site - Mark Sharp says ignore
  INOK	Investments Warehouse	"inok-"	Andy Sydelko says they can be ignored
  INSS	Intramural Storage Shed	"inss-"	No access, only one user
  KKM	TAP Kokomo Site	"kkm-"	Charles Garwood, no access, remote site
  LMSB	Laboratory Material Storage Building	"lmsb-"	No access
  NA	TAP New Albany Site	"na-"	Charles Garwood, no access, remote site
  NACC	Native American Educational and Cultural Center	"nacc-"	No access
  PAGE	Thomas A. Page Pavilion	"page-"	No access
  PWB	Purdue West Annex - Building B"pwb-"	"pwb-"	Dennis Lord - Ignore outside of 7:30AM to 4:30 PM
  PWC	Purdue West - Building C	"pwc-"	Dennis Lord - Ignore outside of 7:30AM to 4:30 PM
  RALR	Stadium Area - Visiting Team Locker Room	"ralr-"	No access, Seasonal
  SBCH	Purdue Softball Clubhouse	"sbch-"	Seasonal
  SBPB	Purdue Softball Press Box	"sbpb-"	Seasonal
  SCHO	Schowe House	"scho-"	No access
  SD02	Dairy Research Unit (ASREC Farm)	"sd02-"	No access, users aren't there after hours, feeds off of BECK
  SIA	Subaru of Indiana Automotive	"sia-"	No access
  SOCC	Purdue Women’s Soccer Building	"socc-"	No access
  SPUR	Spurgeon Golf Training Center	"spur-"	No access
  SWNA	State Wide New Albany	"swna-"	Off campus
  SWSB	State Wide South Bend	"swsb-"	Off campus
  TM02	Throckmorton Pesticide Building	"tm02-""	No access, users aren't there after hours
  TM08	Throckmorton Meigs Building	"tm08-"	No access, users aren't there after hours
  TM11	Throckmorton Fruit Barn	"tm11-"	No access, users aren't there after hours
  TM36	Throckmorton Farm Crop Barn	"tm36-"	No access, users aren't there after hours
  TPB	Rankin Track Press Box	"tpb-"	Seasonal
  TURF	Intercollegiate Athletic Sports Turf Building	"turf-"	No access, users aren't there after hours
  UNPD	University Police Department	"unpd-"	This is a backup connection, Mick Kiefer says ignore outside business hours
  USDA	USDA Building 1 (ASREC Farm)"usda-"Farm)	"usda-"	No access, users aren't there after hours, feeds off of BECK
  VCPR	Veterinary Center for Paralysis Research	"vcpr-"	Dennis Barnett says ignore until business hours
  VLAB	Veterinary Laboratory Animal Building	"vlab-"	Dennis Barnett says ignore until business hours
  VOIN	Voinoff (Samuel) Golf Pavilion	"voin-"	Seasonal, no access
  VTCH	Vision Technology 1 Building	"vtch-"	No access, not a Purdue building
  VPRB	Veterinary Pathobiology Research Building	"vprb-"	Dennis Barnett says ignore until business hours
  WH9	Well House 9	"wh9-"	One user, no access
  WRIT	John S Wright Forestry Center	"writ-"	VPRB	Veterinary Pathobiology Research Building	No access, users aren't there after hours
  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