| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 180.1 | | KERNEL::ANTHONY | | Wed May 11 1994 01:48 | 11 |
|
can someone (Norman?) put a list of their names and phone nos. here
of these groups... the biggest problem I have is contacting them.
Also (Norman?) can you lay down the guidelines for reporting
problems, and which problems should get reported where..
I get really confused where the split is between IS and ops support
Brian
|
| 180.2 | OPS Support or I.S.??? | KERNEL::BLAND | Norman Bland 833 3797 CSC, Basingstoke | Wed May 11 1994 16:09 | 36 |
| re .1
Here's the first part. This is an almost exact extract from ROUTER. If
it is does not reflect the real world, then ROUTER needs updating. The
search clue is the first line.
Norman
OPS Support or I.S.???
OPS SUPPORT: Tel:4300
============
The Operations Support group should be called on problems with
APPLICATIONS used by Customer Services.
Currently the applications supported by Ops Support are:
NICE, ECSO/CLD, TIMA/STARS, AES/DSN, DSIN/DECtel, MODEM SERVER,
RSF/DSDN, PAMS, WHO IS, ROTA, X-SITE, CANASTA.
I.S. (INFORMATION SERVICES): Tel:3030
============================
Information Services should be called on problems with the
production environment e.g:
KERNEL, NICES, UBOHUB nodes, NETWORK (all-in-1, Message Router),
WORKSTATIONS, PRINTERS, EASYNET (DIGITAL INTERNAL NETWORK), NQM,
PASSWORD CHANGES, VMS ACCOUNTS ..etc...
NOTE: The NORTHERN NICE node (NICEN) is looked after by Warrington
I.S. for
Password changes and vms accounts etc.
Tel: 7851-3030
|
| 180.3 | | KERNEL::ANTHONY | | Wed May 11 1994 19:05 | 3 |
|
thanks
|
| 180.4 | some guidelines | KERNEL::BLAND | Norman Bland 833 3797 CSC, Basingstoke | Thu May 12 1994 14:25 | 41 |
| re .1
Now for the second part. I did not expect to be asked this question and
I feel that it would be better for people to express their
problems/issues in their own words. However if it is guidelines you
want, I'll have a go. Others may have useful suggestions too. More
importantly, if you do not put your problems/issues forward, then the
perception will be that there aren't any.
Norman.
GUIDELINES FOR REPORTING ISSUES WITH THE PERCEIVED SERVICE FROM
===============================================================
INFORMATION SERVICES & OPERATIONS SUPPORT
=========================================
a) A brief description of the problem/issue that you have requested
to be resolved. NOTE: You may only be requesting information.
b) Did you receive a log #?. State the log # (useful for tracking).
c) If you did not get a log # (might not be applicable), with whom
did you speak; does he or she work in IS or OPS Support.
d) Did the problem/issue get resolved to your satisfaction. If no,
were you given any reason.
e) If the problem/issue has not been resolved, have IS or OPS
Support escalated the problem. If yes, with whom.
The above could be summarised as:-
1) PROBLEM STATEMENT or REQUEST.
2) LOG #.
3) NAME OF PERSON YOU SPOKE TO and WHAT FUNCTION (IS/OPS Support)
4) PROBLEM RESOLVED (Yes/No). If No, WHAT REASONS were given.
5) PROBLEM BEEN ESCALATED - to WHOM.
|
| 180.5 | | KERNEL::ANTHONY | | Sat May 14 1994 00:07 | 16 |
|
Norman,
I didn't make myself clear..
My reference to "reporting problems" was in the context of
problem reporting to IS/Ops Support not here in the notesfile.
My "problem" was the disctinction between IS and Ops Support
(now answered - thanks) and general guideline for reporting
problems to them. Also a list of their names -vs- the applications
they support would be helpfull.
hopefully clearer
Brian
|
| 180.6 | It all makes sense now - I think! | KERNEL::BLAND | Norman Bland 833 3797 CSC, Basingstoke | Sat May 14 1994 00:57 | 3 |
| I am glad you made that clear - I'll will supply a list of names.
Norman
|
| 180.7 | And they call this service......... | KERNEL::PETTET | Norm Pettet CSC Basingstoke | Tue May 17 1994 13:18 | 15 |
| I had a problem with starting BOOKREADER on my workstation.
1) Problem logged at 16-May-1994:10:30 IS log number #10965
2) Donna from the Crescent rang at 13:30
3) Problem thought to be fixed at 14:10 but wasn't
4) Problem finally fixed at 17:00 (after I had gone home)
It's a real issue that IS don't have a sense of urgency with these
problems!!
Perhaps they ought to have a users charter - if problem is NOT
fixed in 1 hour they pay us!!
Regards,
Norm
|
| 180.8 | What a load of !!!!! | KERNEL::ADAMS | Brian Adams CSC-Viables '833-3026 | Sat Jun 18 1994 13:48 | 25 |
|
I had problems this last week, with my workstation hanging up.
I phoned IS and was told "Well, it probably needs rebooting"
My response was "WHY !!!!!"
The IS person was very offhand and not only didn't seem interested
but didn't suggest that he would investigate etc etc. There was no
concern that we were in a live environment.
While talking to him, I found that Ken's workstation also hung in the
same way as mine.
While I was trying to push the IS person into looking at Boot Servers
etc, our two workstations came back to life.
Obviously no problem with the wortkstations, but something on the
network or boot servers.
When will IS appreciate that we need them to respond positively and in
real time, when we have a problem. If we were real customers, paying
real contract money to such a bunch of $%^&*, then they would have to
get their act sorted out, or else.
|
| 180.9 | WS crashes/hangs | KERNEL::BLAND | Norman Bland 833 3797 CSC, Basingstoke | Sat Jun 18 1994 18:50 | 17 |
|
I have been out of the office for a week and so I had turned the power
off to my WS monitor. On returning to work 09:00 Saturday 18-JUN-94, I
powered my monitor back on. I preceded to use the WS until I had need
to read outstanding mail.
NOTE that the sessions I was using had been started a week or two
before.
When I clicked on the READ NEW MAIL button, the three open windows that
I had went blank; I waited for them to be re-painted. This did not
happen, so I hit the RETURN key and found the WS at the >>> prompt.
Within the last two weeks I have come in on shift to find that my WS
has rebooted but my colleagues WS's have been OK.
Also, recently we have had a problem where the SESSION MANAGER has
disappeared - the only fix was to reboot.
|
| 180.10 | lost session manager AGAIN !!!!! | KERNEL::PETTET | Norm Pettet CSC Basingstoke | Sat Jun 25 1994 07:34 | 5 |
| Lost my session manager at about 25-Jun-1994:02:00 during my night
shift. This problem needs to be resolved as its now beyond a joke!!
Perhaps someone can raise this with IS during the week.
Norm
|
| 180.11 | Not just that, but also. | KERNEL::ADAMS | Brian Adams CSC-Viables '833-3026 | Mon Jun 27 1994 16:00 | 6 |
|
Looks like all of us had the same problem.
Any paused workstations were unlocked and open to abuse, by anyone else
around.
|
| 180.12 | | KERNEL::WRIGHTON | I'll call you back later, alright ! | Mon Jul 04 1994 12:02 | 16 |
|
Looks like the problem was induced by IS themselves. They were
trying to apply some security update to V18 that was complaining
about file access and file protections. The only way that they
could fix this was by killing processes. Finally, they managed
to do the work on the weekend of the 24/25 JUN at 03:00.
Now that the security update has been applied there should be
no more tinkering with processes, certainly my workstation has
been ok since then.
Nice to know that the left and right hands of IS are in full
communication at all times.
Dave
|