Shift Log Fields
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- Default is to the current day. If starting a log for Third Shift, Keep in mind that all entries should start no earlier than Midnight of the shift day the log is for.
- i.e. If it is 23:45 on October 30, and the shift is mostly on October 31, the entry should be moved up to 00:00 on October 31.
Time
- All "Shift Turnover" entries are to have the same timestamp.
- Enter the time the specific entry occurred.
- When combining entries, the "Time" should reflect the initial contact made regarding the issue.
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- In an effort to streamline the log and make it more efficient please combine entries when applicable.
- Entries that can be combined are typically ones that involve the same issue or entries for machines that are down on TICMON that a TO investigates and resolves. Some examples:
- Combining Outage Entries:
- Non Combined
- 8:01 - CSC reports Blackboard is down.
- 8:03 - Notified Admin for reported BB issues.
- 8:10 - Admin reports BB is back up.
- 8:12 - Outage Resolution posted for BB.
- 8:15 - Notified CSC of outage resolution for BB
- 8:16 - Notified ITaP Comm of outage resolution for BB.
- Combined Entry
- 8:01 - CSC reports Blackboard is down. Admin notified.
- For "Group" and "Contact" use the group and name of the person you contacted to look into the issue.
- For "Status" use "Group Notified".
- 8:10 - Admin reports BB is back up. Service Alert Resolved. CSC and ITaP Comm notified.
- For "Group" and "Contact" use the group and the name of the person resolving the outage.
- For "Status" use "Service Alert Resolved"
- The above examples went from 6 to 2 entries. 1 for the reporting of the issue and 1 for the resolution of the issue. The entries were short and contained the pertinent information. The information about who we are contacting from the CSC as well as ITaP Comm is important, but the true meat of the issue is BB was down so the contact for the group/people responsible for fixing it is more important.
- 8:01 - CSC reports Blackboard is down. Admin notified.
- Non Combined
- Combining LS Entries:
- Non Combined
- 8:01 - SCG014P1 down on Ticmon. Site Op dispatched.
- 9:15 - SCG014P1 up on Ticmon. Site Op reports machine was powered off. Site Op powered on machine.
- 10:30 - LILY 1105 - Instructor reports no audio. Site Op Dispatched. FP#12345.
- 10:59 - Site Op reports no audio due to malfunctioning DVD player. FP#12345 updated and forwarded to AVS.
- Combined
- 8:01 - SCG014P1 down on Ticmon. Site Op dispatched reports machine powered off. Issue resolved as of 9:15. The "Status" would then be changed to "System Up" since it is now up.
- 10:30 - LILY 1105 - Instructor reports no audio. Site Op dispatched reports audio issues due to malfunctioning DVD player. FP#12345 updated and forwarded to AVS at 10:59.
- Non Combined
- Combining Outage Entries:
Classroom Calls
We will log calls when someone is sent to the classroom to help an instructor; this may be a call that was transferred to us, or a call from the CSC to let us know an instructor wanted immediate help.
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