Creating ticket

• NORDUnet/SUNET
  • Scheduled/Unscheduled
    • Scope?
    • (Link), (Software), (Hardware), (Routing)
      • List of templates depending on scope, other = all

Updating ticket

• External update
  • Informative info
• Internal update
  • Information not wanted seen in external update

Resolving ticket

• Monitoring issue before closing

Closing ticket

• Verify if problem is fixed
• Outage MUST be filled in, even when planned maintenance
• Informative final ticket report