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MSO Incident Management 129931 Madrid connectivity issues Status: Incident Resolved
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Instructions
Instructions
Summary
Incident Handling … Use this form to report MMS Incidents.
The fields with * require your input.
NOC Please provide as much information as
possible for a speedy resolution.
Incident Report
Notes
Status Manager writes and sends incident
report to the NOC, MSO and MSD
References managers. The report includes: incident
effect, description of resolution, and
corrective actions. This needs to happen
within 48 hours. An automatic reminder
will be sent to the manager if the report
is not sent within 48 hours.
Corrective actions should be as
concrete as possible (esars).
The manager attaches the incident
report to the ticket, creates relevant
downtime events in MSO SLA, and
presses Send Incident Report.
NOC: Fill out the NOC fields in the NOC
section, and press "NOC Report".
Summary
Request No.:
129931
Requested By:
Patricia Hernandez
Phone Number: Mobile Number:
Location: Email Address:
lphernandez@hp.com
Request Type:
MSO Incident
Management
Created On:
November 11, 2015
Request Status:
https://essentials.saas.hp.com/itg/web/knta/crt/RequestDetail.jsp?REQUEST_ID=129931&ID_CACHE_NAME=REQ_SEARCH_0 1/6
1/17/2016 Req #129931: Details
Incident Resolved
*Incident Name:
Madrid connectivity issues
Incident Manager:
ido.mendes
Troubleshooter:
eric.chang3; guangming.fei; ajith.menon
Communicator:
patricia.hernandez
NOC Dispatcher:
patricia.hernandez
FYI:
mso_prod_ww
Incident Effect:
General Availability
Product Line:
Cross Services
Farm:
Other
If "Other", please write here:
Host:
Other
If "Other" please write here:
External Incident When an incident should be defined as external:
Yes http://wiki.mercury.com/confluence/display/mms/Inciden…
Incident Handling Details
*Date of Failure: Time of Failure (PT):
November 11, 2015 4:18:36 PM PST
*Date of Resolution: Time of Resolution (PT):
November 11, 2015 5:02:36 PM PST
Time of Alert (PT):
1557
Customers Impacted:
Yes
GCL Group:
MSO
NOC
Alerts Received:
https://essentials.saas.hp.com/itg/web/knta/crt/RequestDetail.jsp?REQUEST_ID=129931&ID_CACHE_NAME=REQ_SEARCH_0 2/6
1/17/2016 Req #129931: Details
Ping failure
Customer(s) who called (including call time):
Time NOC Notified …
1629
Ops Initial Respons…
Time Ops Notified N…
1641
Customers Notified:
Yes
Customer CC List:
1 ALITALIA 62394 Alitalia APM(HP Austin NGDC,Austin NGDC)
2 APM Demo (HPES) 64308 APM Demo_HPES APM(HP Austin NGDC,Austin
NGDC)
Notification Message:
to resolve the issue.
Reference: Internal HPE SaaS case #129931
Next Update: Up to 6 hours
Time Notified Custo…
Time Notified Custo…
SR #:
Incident Report
*Description Of Failure:
Timeline:
11/11/2015 03:59 PM PST GOC and NOC notice
alerts from BPM and Firewall
11/11/2015 04:07 PM PST NOC reports of errors in
14F that occurred at 03:51 PM but were cleared out
11/11/2015 04:08 PM PST GOC can now RDP to
CUTLFMAD01 which wasn't possible a few minutes
*Description Of Resolution:
Sporadic connectivity issues related to ISP the failures
got cleared with no intervention
*Root Cause Of Problem:
Unknown no response from ISP SAW ticket#283747
for investigating RCA
https://essentials.saas.hp.com/itg/web/knta/crt/RequestDetail.jsp?REQUEST_ID=129931&ID_CACHE_NAME=REQ_SEARCH_0 3/6
1/17/2016 Req #129931: Details
*POP incident *Security related *Product Related
Yes No No
Corrective Actions / investigation:
Edit
*Due to Change: Change #:
No
Change (link to ITG …
*Incident Type
IS network
Implemented Corrective Action
Notes
Add notes
Existing Notes
Note Author: Changed Field: Show Only User
ALL ALL Notes
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1/17/2016 Req #129931: Details
Patricia Hernandez (patricia.hernandez) Incident in Progress
November 11, 2015 07:36:54 PM PST 7:04 Send another email to
ISP for monitoring
7:14 ran a calibration report
and monitors are fine for
several hours
7:15 check servers and they
ping and internet is
established
7:27 send the notification of
resolved
close incident
November 11, 2015 06:07:15 PM PST 5:51 the ISP replied back
We are unaware of any issues
in our Madrid site.
Please specify for which
customer this is and whether
the intervention of an Interxion
engineer is required or this
can be handled during
business hours.
Regards
Miguel SansCatchot
Interxion European Customer
Service Centre
Toll Free Telephone number
when calling from Europe +
800 00 999 222
Toll Free Telephone number
Status
Completed
Seq Workflow Step Name Step Status Date
By
Patricia
1 Impact Analysis Notify NOC November 11, 2015 0
Hernandez
2 Incident Update Timeout Alert
3 Mail Now Incident Update
Patricia
4 Incident in Progress Incident Resolved November 11, 2015 0
Hernandez
5 Notify Noc Timeout Alert
6 Mail Now Notify NOC
7 NOC Report
9 Incident Report Timeout Alert
10 Mail Now Incident Report
11 Incident Follow Up
12 Follow Up Timeout Alert
13 Mail Now Incident Follow Up
14 Close (Immediate success)
15 MSO Auto Step
16 MSO Auto Step
Patricia
17 Confirm info Success Hernandez November 11, 2015 0
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1/17/2016 Req #129931: Details
References
Attached Documents
Siz
Name Author Added By Date
e
HPE SaaS
Unplanned
Connectivit.. Patricia
91
Details . Hernan Patricia Hernandez 11/11/15
KB
Madrid dez
connectivity
issues
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