Incident Details Page 1

Incident

Number: INC1530853 Opened: 2019-10-08 00:34:48

Correlation ID: Opened by: Enterprise Care II, Syntax Nagios
Caller: Enterprise Care II, Syntax Nagios Contact type: Alert
Caller Email: nagios-issues@coreservices.com State: Resolved
Caller Business phone: Postponed date:
Caller Mobile phone: Postponed reason: Requested by Customer
End User Name: Assignment group: Wintel
End User Email Address: Assigned to: Iordache, Cornel (Syntax)
Company: Chanel Inc. Disturbance Start: 2019-10-08 00:34:48
Location: Disturbance End: 2019-10-08 07:36:54
Category: Enterprise Care Time worked: 0 Seconds
Subcategory: Nagios Time Worked Attendance Type:
Customer Category: Time Worked Billing Motives:
Customer Subcategory: Time Worked Statistical Key Figure:
Service Offering: TIme Worked Units:
Affected CI: cacanms002 Time Worked Comments: cacanms002 Windows
*PRODUCTION* Chanel is DOWN
Business Criticality: Medium
SLA due: UNKNOWN
Impact: Medium (The affected Service is
restricted available or degraded or a Parent Incident:
workaround exists)
Major Incident: false
Priority: 3 - Normal
Security Incident: false
Security Breach Reason:
Reason to unmark Security Incident:
CMS #:
Short Description:
cacanms002 Windows *PRODUCTION* Chanel is DOWN
Description:
cacanms002 Windows *PRODUCTION* Chanel is DOWN
Current Status:

Notes

Watch list: Work notes list:

Run by: Iordache, Cornel (Syntax) 2019-10-09 11:26:08 Eastern Daylight Time
Incident Details Page 2

Additional comments:
2019-10-08 07:36:54 - Iordache, Cornel (Syntax) (Additional comments)
Solved (Permanently)
Validate server logs. Validate uptime. No issue on the server side.
Monitoring issue caused by VPN connectivity reported all Chanel's server being down.
Closed all INC caused by this event.

2019-10-08 02:39:56 - Enterprise Care II, Syntax Nagios (Additional comments)

New alert was received for this incident from: nagios-issues@coreservices.com

cacanms002 Windows *PRODUCTION* Chanel is UP as of Tue Oct 8 02:39:09 EDT 2019

Address: 10.247.17.4

PING OK - Packet loss = 0%, RTA = 13.59 ms

2019-10-08 00:34:48 - Enterprise Care II, Syntax Nagios (Additional comments)

received from: support@syntax.com

cacanms002 Windows *PRODUCTION* Chanel is DOWN as of Tue Oct 8 00:34:16 EDT 2019
Address: 10.247.17.4

(Host Check Timed Out)

Work notes:
2019-10-08 07:32:16 - Iordache, Cornel (Syntax) (Work notes)
Iordache, Cornel (Syntax) self-assigned this ticket to group Wintel.

Related Records

Problem: Change Request:

Previous Incident: Caused by Change:
Catalog Item:

Resolution

Knowledge: false Resolved by: Iordache, Cornel (Syntax)

Contract Review: false Resolved: 2019-10-08 07:36:54
Resolution code: Solved (Permanently)
Resolution notes:
Validate server logs. Validate uptime. No issue on the server side.
Monitoring issue caused by VPN connectivity reported all Chanel's server being down.
Closed all INC caused by this event.

AMS

Additional Effort Estimate:

Summed approved effort:
Transport :
Order Number:
Test Q-System:
false
Enable productive:
false
Approval:
Not Yet Requested
Approval comments (Customer visible):

Related List Title: Approval List

Run by: Iordache, Cornel (Syntax) 2019-10-09 11:26:08 Eastern Daylight Time
Incident Details Page 3

Table name: sysapproval_approver

Query Condition: Approval for = INC1530853
Sort Order: Order in ascending order

None

Related List Title: CIs Affected List

Table name: task_ci
Query Condition: Task = INC1530853
Sort Order: None

1 CIs Affected

Configuration Item

cacanms002

Related List Title: Task List

Table name: task
Query Condition: Affected CI = cacanms002 AND Sys ID != a8917226dbd84c54c0accdf505961980 AND Affected CI != (empty)
Sort Order: in ascending order

None

Related List Title: Incident List

Table name: incident
Query Condition: Opened >= 2019-07-09 11:26:09 AND Service Offering = (empty) AND Company = Chanel Inc. AND Sys ID !=
a8917226dbd84c54c0accdf505961980
Sort Order: in ascending order

9 Incidents

Short Service Assignment

Number Caller State Priority ▲ Company Assigned to Opened
Description Offering group

INC1530858 Enterprise cacanapalt1 Resolved 3 - Normal Chanel Inc. Wintel Iordache, 2019-10-08
Care II, Windows Cornel 00:37:21
Syntax *PRODUCTI (Syntax)
Nagios ON* Chanel
is DOWN

INC1530862 Enterprise cacanbitst Resolved 3 - Normal Chanel Inc. Wintel Iordache, 2019-10-08
Care II, Windows Cornel 00:37:24
Syntax *PRODUCTI (Syntax)
Nagios ON* Chanel
is DOWN

INC1530856 Enterprise cacanappos Resolved 3 - Normal Chanel Inc. Wintel Iordache, 2019-10-08
Care II, Windows Cornel 00:37:01
Syntax *PRODUCTI (Syntax)
Nagios ON* Chanel
is DOWN

Run by: Iordache, Cornel (Syntax) 2019-10-09 11:26:08 Eastern Daylight Time
Incident Details Page 4

Short Service Assignment

Number Caller State Priority ▲ Company Assigned to Opened
Description Offering group

INC1530860 Enterprise cacanapedi Resolved 3 - Normal Chanel Inc. Wintel Iordache, 2019-10-08
Care II, Windows Cornel 00:37:23
Syntax *PRODUCTI (Syntax)
Nagios ON* Chanel
is DOWN

INC1530851 Enterprise cacanbi001 Resolved 3 - Normal Chanel Inc. Wintel Iordache, 2019-10-08
Care II, Windows Cornel 00:27:28
Syntax *PRODUCTI (Syntax)
Nagios ON* Chanel
is DOWN

INC1530857 Enterprise btqserver Resolved 3 - Normal Chanel Inc. Wintel Iordache, 2019-10-08
Care II, Windows Cornel 00:37:02
Syntax *PRODUCTI (Syntax)
Nagios ON* Chanel
is DOWN

INC1530861 Enterprise cacanaxval Resolved 3 - Normal Chanel Inc. Wintel Iordache, 2019-10-08
Care II, Windows Cornel 00:37:23
Syntax *PRODUCTI (Syntax)
Nagios ON* Chanel
is DOWN

INC1530854 Enterprise cacansavse Resolved 3 - Normal Chanel Inc. Wintel Iordache, 2019-10-08
Care II, p1 Windows Cornel 00:36:51
Syntax *PRODUCTI (Syntax)
Nagios ON* Chanel
is DOWN

INC1530865 Enterprise cacandbax2 Resolved 3 - Normal Chanel Inc. Wintel Iordache, 2019-10-08
Care II, Windows Cornel 00:37:43
Syntax *PRODUCTI (Syntax)
Nagios ON* Chanel
is DOWN

Related List Title: Event List

Table name: em_event
Query Condition: Alert Task = INC1530853
Sort Order: None

None

Related List Title: Task Relationship List

Table name: task_rel_task
Query Condition: Parent = INC1530853 AND Child Task type = AMS Change
Sort Order: None

None

Run by: Iordache, Cornel (Syntax) 2019-10-09 11:26:08 Eastern Daylight Time