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- Check the Change Order calendar to confirm that the outage is not related to a change currently in process. If there is a change occurring for that system, do NOT post a GI during the maintenance window (currently 5:30-7:30 am)
- If it is an unplanned outage, notify the team Team Lead of the team that manages the app / program. View the ITS Org Chart to determine correct Team Lead; link found at https://its.uconn.edu/about-its/
- Create new issue by selecting the
icon.
- Set "Project" to
ITS Service Desk (ISD). - Set "Issue Type" to
Global Issue. - Write a Summary for the issue.
- Set the Assignee to the technician working on it, or leave blank if the issue is being sent to a team.
- Write a description of the issue in the "Description" field. This field is for our internal use and will not display on the IT Status page.
- Add the relevant Component(s) that are working on the issue and must be notified. Also assign the GI to Technology Support Center.
Expand title Select an option for "Incident Type" This option selects the icon and status for different issues.
- Status "No" will not post to the IT Status webpage.
- Status "Degraded" - Issues that are causing services to be slow or issues that have deteriorated since the initial creation of the issue.
- Status "Issue Reported" - Issues that have been reported, and action is being taken for the issue.
- Status "Monitoring" - Issues that have been resolved but will not be removed in the IT Status page until further action is taken to resolve the Jira issue.
- Status "Unavailable" - is for reporting a complete unavailability of a service.
- Choose an option form the "Service Impacted". Select the most appropriate service for the current issue or select "Other".
- The "Service Impacted (Other)" text field is optional. The IT Status page will use this field only if you selected "Other" in the Service Impacted drop down mentioned in the previous step.
"IT Status Wording" will be the message that is posted to the IT Status webpage. Current message that should display: "Technicians are aware of the outage and are working to restore service." Team Lead may want to modify this wording and will notify us.
Warning title Warning This note will be publicly available to students, faculty, staff, and visitors. Discretion is advised in the wording of this message.
- Select Create. Note: A regular workflow will be followed when working on a global issue. When necessary, update Incident Type and IT Status Wording to reflect the current status of the issue. To remove the posting, select the Close Issue button on the global ticket. This will remove the posting from the IT Status page.
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