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Revision Date Username Comment
219 Dec 2007 - 09:24IngridNuttall 
116 Jul 2007 - 13:49IngridNuttall 

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You are here: UMWiki>ASRwiki Web>SystemOutageCommunication (19 Dec 2007, IngridNuttall)

Draft - System Outage Communication - Draft

Note to all users

The information below is intended to assist anyone in Academic Support Resources who should need to report a system problem.

If you are a business analyst or another member of the information technology unit, you may find that this protocol does not align with your current practices. If this is the case, please contact a member of the ASR System Outage Communications Team member when you become aware of a system problem. This will reduce phone calls and questions directed at you and allow you to focus on resolving the problem.

ASR System Outage Communications Team

  • Ingrid Nuttall - 6-0075
  • Kasi Williamson - 5-5191
  • Tina Falkner - 5-1064
  • Heather Micek - 6-7206
  • Nancy Killian - 5-9080
  • Gary Andersen - 6-0306
  • Carrie Zastrow - 5-6051

Reporting the Problem

  1. First, you should determine that the problem you are experiencing is being caused by a system issue. Contact an ASR business analyst first to see if the problem can be replicated.
  2. Call 1-HELP (press option 4, then option 1) and write down the following information:
    1. Ask for the name of the person who answers and a direct contact number (i.e., not 1-HELP)
    2. Report the issue (write down what you are reporting)
    3. Ask what the next steps are
    4. Ask for second-tier contact names (Note: would like to work with OIT to define this process)
    5. Ask for service center ticket number (if it’s not a service center ticket, ask how the issue will be tracked)
    6. Ask for an estimated time of resolution
    7. Ask to be called back with any updates
    8. Note the time of your call
  3. Report problem to ASR System Outage Communications Team via telephone.
    1. Start at the top of the list and work your way down; once you reach someone on the list, stop calling:
      1. Ingrid Nuttall - 6-0075
      2. Kasi Williamson - 5-5191
      3. Tina Falkner - 5-1064
      4. Heather Micek - 6-7206
      5. Nancy Killian - 5-9080
      6. Gary Andersen - 6-0306
      7. Carrie Zastrow - 5-6051
    2. Report all of the information you wrote down
    3. The communications contact should make sure to note what time he/she received the contact
  4. At this point, the person who called 1-HELP and contacted the communications person is responsible for updating them with any additional information they may receive from 1-HELP/OIT; please not the time of any calls received and inform the communications contact if no one calls you back. The reporter of the problem is not responsible for sending communications unless he/she is a member of the communications team.

Notify ASR and determine additional communications needs (communications contact)

  1. Send a message to ASR-Emergency Contact list using the information received from reporter of the problem; note the time your message was sent
  2. Open an “Errors and Incidents” with the information; make sure to include times for every contact for which you are able
  3. Determine what additional communications should be sent; consult appropriate individuals
  4. Note any additional communications and the times they were executed in the “Errors and Incidents” report

Debriefing

  1. When the issue is resolved, the communications contact should send an “Issue is Resolved” e-mail to the ASR-Emergency Contact list and an “Issue is Resolved” email to any other individuals who were contacted
  2. Close the “Errors and Incidents” report with what the specific problem was and time of resolution

General Guidelines

  • Please include your name in any e-mails you send; never make them anonymous
  • State in every e-mail how any future updates will be communicated
Topic revision: r2 - 19 Dec 2007 - 09:24:37 - IngridNuttall
 
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