Description of essential fields in tickets
Page index
Scope
Unscheduled tickets
Scheduled Tickets
Scope
The Scope describes what kind of fault or what kind of planned work will take place. To define the scope is important for knowledge management, generating reports and to make it easier for the person on NOC duty to differentiate between issues.
Fiber:
All problems regarding fiber or leased services, such as leased wavelengths or leased capacity, should have the scope fiber.
Hardware:
If there issues with a hardware, if it needs to replaced, upgraded, rebooted etc or if a site has issues like cooling or power, the scope should be Hardware.
Service:
All problems regarding any issues regarding services the scope should be service. This could for example be routing issues, mail-services etc.
Unscheduled tickets:
Assignee:
Who is responsible for the ticket? This is important since without any proactive work nothing will get done. If unsure, put NOC.
Next action due date:
The day when next action on the ticket is required. This is important since tickets needs to get resolved as quickly as possible. Leave empty if unsure.
Problem start:
When the problem started(does not matter if it was traffic affecting or not)
Problem end:
When the problem ended(when all alarms and all outstanding issues have been cleared)
Outages
Outages are important to monitor. Firstly it denotes if a service is currently down or not but also both for statistics and for reporting. Try to keep outages as accurate as possible due to troubleshooting internally and together with a external party.
Outage start:
Service affecting outage start(if a service flaps minimum outage is 1 min)
Outage stop:
Service affecting outage stop
Service:
Service ID for the affected services. These field contains the affected customers affected services. It is important that they are filled in, both for our customers and for reporting, statistics and troubleshooting.
Connection:
Vendors fiber id. This is very important(mandatory) if the fault concerns a fiber/leased service and if the Scope, described above, is fiber.
Equipment:
If the fault is located to some hardware this field should contain the affected hardware. It is important that this field is filled in correctly when closing the ticket. This field is mandatory when the Scope is Hardware, but it also useful for other faults eg. a fiber fault between two nodes. This field is important for knowledge management, for example if some hardware has problem that is reoccurring it should be possible to easlily search for problems where that specific hardware was involved.
Site:
The site field should contain site where we have an actual problem, i.e hardware failure, power outage etc. This field is important for knowledge management, for example if a problem is reoccurring at a site it should be possible to easlily search for problems where a specific site were involved.
Affected organisations:
This field should hold all customers that are affected by the ticket. It is important for customers so they can easily spot if they are affected by the ticket or not.
Description:
Informative short description of the problem so that both customers and NORDUnet can understand what the problem is. This field could be updated if more information of the problem is available but should not be used as a update field described below. Also whenever updating the Description field, note what you have done in the Update field.
Impact:
This field describes the impact of the problem described in the ticket. If you don't know what the impact is you should state that in this field otherwise fill in the impact of the problem.
Update:
When ever progress is made on the ticket that is relevant for our customers or when you made changes to public information in the ticket the Update field should be updated.
Internal update:
This field should hold information of what kind of actions you have take in this ticket and information relevant to us.
Escalation time:
Time when you raise a problem to a vendor. This is important so we know how long the vendor has worked on it and if it needs to be escalated to higher levels.
Escalated to:
Name of vendor.
External reference:
When you have raised an issue with a vendor you should receive case number from that vendor. This is important so we know that a case has been opened and also which number we should use when communicating to the vendors.
Final ticket report:
Short description of what the problem of the ticket was and how it was solved. You should be able to read this field independent from the rest of the ticket and still get a basic understanding of the ticket.
Fixer:
If the problem was escalated to an external vendor and that vendor was responsible for a solution of the problem, put that vendor name in this field. If NORDUnet/NUNOC did not escalate it to a vendor or if problem is not the vendors responsibility put NUNOC as fixer or if the problem turned out to be another vendors responsibility put that vendor as the fixer. If the problem was the customer fault put the name of the customer.
Scheduled tickets
Scheduled tickets only have three fields that are unique from Unscheduled tickets.
Maintenance window starts:
The time when the planned event should start.
Maintenance window ends:
The time when the planned event should start.
Estimated outage:
An approximation of the outage in minutes during the time window specified in Maintenance window.
