Versions Compared

Version Old Version 49 New Version Current
Changes made by

Andrew Majewski

Steven Fletcher

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Global issues are similar to regular issues, with the primary difference being workflow and reporting. A global ticket will be needed when an issue is reported by multiple users affecting the same system or when an issue is identified by ITS staff.

  1. 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, then hold off creating the Global Issue until you can confirm with people responsible for the change that there is in fact an issue.

  2. If it is an unplanned outage, notify the team team that manages the app/program. View the ITS Services page and Org Chart to determine the appropriate team.

  3. Create a new issue by selecting the Create icon.

  4. Set Project to ITS Service Desk (ISD).

  5. Set Issue Type to Global Issue.

  6. Write a Summary for the issue.

  7. Set the Assignee to the technician working on it; leave this field blank if the issue is being sent to a team.

  8. 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.

  9. Add the relevant Component(s) that are working on the issue and must be notified, and assign the GI to Technology Support Center.

  10. Select an option for Incident Type.

    1. Status “No" will not post to the IT Status webpage.

    2. Status "Degraded": Issues that are causing services to be slow or issues that have deteriorated since the initial creation of the issue.

      degraded

    3. Status "Issue Reported": Issues that have been reported, and action is being taken for the issue.

      issue reported

    4. Status "Monitoring": Issues that have been resolved but will not be removed from the IT Status page.

      monitoring

    5. Status "Unavailable": Use to report complete unavailability of a service.

      unavailable

  11. image-20241105-180448.png

    Choose an option from the Service Impacted category. Select the most appropriate service for the current issue or select Other. 

    1. 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.

  12. IT Status Wording will be the message that is posted to the IT Status webpage. Message that should currently be posted: "Technicians are aware of the outage and are working to restore service." The Team Lead may want to modify this wording and will notify us.
    (warning) Note: This note will be publicly available to all students, staff, faculty, and visitors, so clear information free of technical jargon is advised.

  13. Select Create.
    (warning) Note: A regular workflow will be followed when working on a global issue. Regular updates to Incident Type and IT Status Wording to reflect the current status of the issue.

...