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This article is for ITS staff, student workers, and service managers creating global issues in Jira to be posted to the IT Status page. Specified information in the global issue will be available for public viewing, including the type of issue, impacted service, and a brief message. 

Note

Employees should consult a supervisor before creating a global issue, and pay careful attention to the information shown on the customer side. 

Creating a Global Issue: Daytime Process

Create a Global Issue ticket in Jira

Global issues act very 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 directly noticed by Technology Support Center 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, do NOT post a GI during the maintenance window (currently 5:30-7:30 am)
  2. 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/
  3. Create 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, or leave 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. Also 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.
    3. Status "Issue Reported": Issues that have been reported, and action is being taken for the issue.
    4. 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.
    5. Status "Unavailable": Report a complete unavailability of a service.

  11.  Choose an option form 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 mentioned in the previous step.

  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."  Team Lead may want to modify this wording and will notify us.

    Warning

    This note will be publicly available to students, faculty, staff, and visitors. Discretion is advised in the wording of this message.

  13. 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.

Additional information about Global Issues and IT Status:

  • To remove the posting, select the Resolve on the global ticket.  Doing so leaves the posting on IT Status and will provide a the exact timestamp.  To completely remove the posting from IT Status, select Closed. 
    • The issue will come off the IT Status page at midnight, when it is automatically set to Closed.

Linking Tickets

You can link subsequent tickets for a global issue to the original ticket in two ways; note however that the linking is static.  When the global is updated the linked tickets will not update; each ticket must be manually updated.

Link is found under the More menu.  It is recommended to select the relates to option, then select the global issue ticket from the Issue field.  Select the correct option (Respond to customer or Internal comment) for your comment.  Click Link to link to the global.

Tickets can be searched and linked from this screen individually or in bulk by a JQL query.

Once the link is completed, a new section will appear on the ticket with linked issue date and hyperlinks to all linked tickets:

In the case of major phishing or other incidents, the following linking procedure is recommended:

  1. Create new Global Issue (GI) with the IT Status posting field set to no
    1. Link all new incoming requests to the GI with a relates to link

Updating and resolving the phone line message

Dial #6-4357 # 2 782887 # 1 (to listen to an existing message, if any) or 2 to record a new message.  If there is already a recorded message, make note of it and add it to the new message you record.  (Note: 782887 is the numeric acronym for STATUS.)

Verbiage for the message: ‘Today’s date is [date] and we have X important notice(s).’  Record all open global issues.  Finish recording with ‘There are no other network or system outages at this time' (or 'There are no network or system outages at this time' if there are no other issues).

Outside hours (nights and weekends) procedures

The procedural steps for responding to widespread issues (most often unplanned service outages) are outlined below. Issues of this sort usually affect multiple users, major University systems, or both.

1. Initial diagnosis

  1. Issue reported by multiple users affecting the same system, or directly noticed by Technology Support Center staff.
    1. Gather all pertinent information such as
      1. how many users or areas are affected?
      2. what system(s) or applications, are affected?
        1. we test to verify outage, if possible
      3. obtain reporter's contact phone, NetID, building and room location

2. Escalation contact order

Contact only the following individuals, in order as available:

Sherry - 860-208-4149
1st backup, Steve Fletcher - 860-234-2408
2nd backup, Jo-Anne Hogan - 413-297-4000

3. Create the global issue ticket following the daytime process (above).


Hot Line Procedures (860-486-8487)  NOTE - As of Spring 2020, this process is not applicable as we are remote

The Technology Support Center answers the hotline during our day, night, and weekend hours.  Forward the Hotline at the end of the day's shift, and unforward when arriving first thing in the morning.

To activate the forward

  1. From a Lead phone (the large multi-line phones at the Lead desks) select the line that shows the Hotline number (860) 486-8487.
    1. Once the Hotline is selected, a softkey will appear with the option to Forward All.
    2. After pushing Forward All push the voicemail button (looks like a cassette tape) on the phone to forward all Hotline calls to voicemail.

To disable the forward

  1. From a Lead phone (the large phones at the Lead desks) select the line that shows the Hotline number (860) 486-8487.
    1. Once the Hotline is selected, a softkey will appear with the option to Unforward All. Select that option.
    2. All calls to the Hotline should no longer go to voicemail.

To check the Hotline for messages

  1. Pick up your phone.  Activate the Hotline by pressing the 486-8487 button, then either:
    1. dial #6-5555, then #, then the phone number followed by pound, 8604868487#, then the password followed by pound, 11339977#
      1. press the voicemail button (cassette tape icon), then enter the password followed by pound, 11339977#
    2. Follow prompts for listening to the voicemail.  Delete the message after you have made a note of it.


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