Shift Log Fields
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- Any and every contact made or attempted with groups outside of the CSC/IOC require follow-up communication. For most teams, this will take the form of an email to the team's mail-list or group. Contacts with Networking will use a Footprints ticket, as described in Grafana IOC Dashboard/ Network Device Alerts, utilizing the template "CSC.IOC. Network Follow Up".
- These emails will always include at least two recipients:
- The group of the contact
- The IOC
- Any additional related group may be added as necessary
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| Initial Contact | Follow-up Communication | How it is logged | More information | Exceptions |
|---|---|---|---|---|
| IOC receives call from Admin/user who is not Networking | Email group to whom contact belongs. Include IOC in email. | Specify that an email has been sent in log entry. | if contact is from CSC/IOC | |
| IOC receives call from Admin/user who is Networking | Create FootPrints ticket (this generates email automatically). Add ioc@purdue.edu to cc. | Specify that a FootPrints ticket has been created and reference the ticket number in log entry | Grafana IOC Dashboard/ Network Device Alerts | none at time of writing |
| IOC calls out to Admin/user who is not Networking | Email group to whom contact belongs. Include IOC in email. | Specify that an email has been sent in log entry. | calls to PUPD/PUFD to notify of certain service disruptions do not require follow-up emails | |
| IOC calls out to Admin/user who is Networking | Create FootPrints ticket (this generates email automatically). Add ioc@purdue.edu to cc. | Specify that a FootPrints ticket has been created and reference the ticket number in log entry | Grafana IOC Dashboard/ Network Device Alerts | none at time of writing |
| IOC receives an email from Admin/user (including Networking) that contains information or an imperative | Reply to email, acknowledging request or notification. Include IOC in reply. | Specify that an email has been sent in log entry. | if contact is from CSC/IOC | |
| IOC sends an email to group or user | no follow-up communication required | Method of contact should make clear that an email has been sent. Log any subsequent responses. | none at time of writing | |
| IOC is contacted via means not specified above (Teams, in-person, some sort of message-delivery bird, etc.) | Email group to whom contact belongs. Include IOC in email. | Specify that an email has been sent in log entry. | if contact is from CSC/IOC |
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