Shift Log Fields
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- This would be the "Group" responsible for the entry being made.
- There are times when ITSMO, ITSO Incident Managers, etc., will call in outages and outage status updates for other groups due to staffing levels, or severity of the work being done. When this happens, the "Group" reflected should be the group that is actually working on the issue.
- Make sure you are reviewing organizational charts on a regular basis as groups need to be reported as accurately as possible.Make the "Group" designation as granular as possible. Listing the "Group" as ITSO for a call from a Unix admin is technically correct as the Unix group is in ITSO, it would be best to list them as "Unix Administration".
- Calls from Instructors or their TA need to be reported as "Instructor". Calls from support staff for Instructors need to be reported as "Purdue Staff".
- If you think a group needs to be added to the drop down box or a change needs to be made to an existing group, please let the supervisors know.
- Combining log entries can have an effect on the selection that is being made here. This will be outlined in "Combining Log Entries".
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- This is how the action for the specific entry being made was initiated.
- There is a drop down box for specific pre-populated "Methods". If you think a "Method" is missing, or incorrect, please let the supervisors know. Also use the "Other" option in the drop down list if group is not listed.
- Brief explanation of the pre-populated methods:
- FootPrints
- There are times when a FP Issue will get assigned to us without us being notified via phone of an issue. This would be the method to us.
- We also generate FP Issues and assign them to other groups like AVS.
- In Person
- This is used when an individual notifies us in person about an issue.
- Incoming Call
- This is used when an individual notifies us via phone about an issue.
- Outage Notification
- This is used when posting outages and or status updates for outages.
- Outgoing Call
- This is used when placing calls about issues.
- Received e-mail
- This is used when we are notified about issues or updates on issues via email.
- Sent e-mail
- This is used when we notify groups / individuals about issues via email.
- Shift Turnover
- When making entries for "Shift Turnover", do not put the name or alias of the person who gave you turnover as it can be left blank.
- SpectrumSquared Up
- This is used when we have network alarms on SpectrumSquared Up. Most production Xymon alarms appear in Spectrum Squared Up so take care to report network alarms as appearing in Spectrum Squared Up and NOT Xymon alarms as they need to be reported as Xymon alarms(which are reported separately).
- StruxureWare
- This is used when recording StruxureWare alarms.
- This is used when reporting TIC machines up / down.
- UC4
- This is used when reporting UC4 issues that do / did not require PCA intervention.
- Xymon
- This is used when we have alarms in Xymon. Most production Xymon alarms will display in SpectrumSquared Up, but it is important to know they are Xymon alarms, not Spectrum Squared Up alarms and should be reported as such.
- FootPrints
- Combining log entries can have an effect on the selection that is being made here. This will be outlined in "Combining Log Entries".
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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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