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- Locate the night's planned maintenance in the Footprints Change and Release Management workspace calendar to ensure the device is not scheduled to be down.
- Action should be considered for any Squared Up alarm that shows up in the Normal Operations Network View for 20 minutes or longer in duration. The appropriate steps should be taken as outlined in Section II, Incident On-Call Process found elsewhere in this document.
- Action should be taken for network issues reported by I-Light (GigaPOP), the ITaP help desk, campus personnel, students, and/or visitors.
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8:00 AM to 5:00 PM, Monday through Friday: | Issue | Action |
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- Wireless/PAL issues that are being experienced by multiple clients.
- Reports of multiple data PIC service issues in an area.
- Report of single HIGH PRIORITY data PIC or wireless PAL outage.
- Call from I-Light / GigaPOP
| - Follow the normal on-call procedures
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Outside of 8:00 AM to 5:00 PM, Monday through Friday: | Issue | Action |
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- Wireless/PAL issues that are being experienced by multiple clients in different buildings.
| - Send an email to itns-pdnhlog-ext@lists.purdue.edu to notify Data Networking. If this issue seems to be high priority or widespread it may be justified to escalate to our normal on-call procedures.
| - Reports of multiple data PIC service issues in an area.
- Report of single HIGH PRIORITY data PIC or wireless PAL outage.
- Call from I-Light / GigaPOP
| - Follow the normal on-call procedures.
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| networkincident |
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| networkincident |
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Network Incident On-Call ProcessFor 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. - 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.
- For alarms originating from StruxureWare, DCM personnel should be notified in addition to proceeding with the Data Networking notification steps outlined below.
- 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.
- A Footprints ticket needs to be made and assigned to ITIS Networking. Put the ticket number in the follow up email.
- An email should be sent to itns-pdnhlog-ext@lists.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."
- 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.
Call Garrett Williams at 440-429-7112. If no answer, call Chris Teague 765-357-1471. Wait 5 minutes before proceeding to Step 7. - 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 Operations staff are responsible for providing issue status updates to 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 Squared Up, itself, ever goes down for more than 20 mins make sure to let Data Networks know. When it's down, it means we cannot monitor their devices. Also reach out to Shawn Williams, Squared Up manager. His number is 765-494-2124 and can be found in the CMDB.
For Squared Up alarms report the following information from Squared Up when reporting issue: - Date/Time that alarm started (Example: October 26, 10:00 AM)
- Affected Device Name (Example: mrdh-285n-c2950-01)
- 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: - Date/Time that issue began or was first noticed (Example: October 26, 10:00 AM)
- Affected service (Examples: wireless/PAL, data PIC(s), or I-Light / GigaPOP call back)
- 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.
- 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
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