************************************************************************** * * * Copyright (c) 1992 MCNC, CONCERT Network * * All rights reserved. * * * * Permission to use, copy, modify, and distribute this software and * * its documentation for any purpose and without fee is hereby granted, * * provided that the above copyright notice appears in all copies and * * that both the copyright notice and this permission notice appear in * * supporting documentation. MCNC makes no representations about the * * suitability of this software for any purpose. It is provided "as is" * * without express or implied warranty. * * * ************************************************************************** CONCERT Trouble Ticket System User's Guide When a network problem is detected, it should be logged into the trouble ticket system. Creating a trouble ticket will allow us to reference the problem via the unique trouble ticket number assigned to the problem, and will give us a record of the problem. Any action taken in reference to the problem should be entered as an update the the trouble ticket. The trouble ticket number should be given out to affected parties, and they should use that number if they need to contact us about the problem. To access the trouble ticket database, run "tt". This will put you into the main trouble ticket menu. The trouble ticket system menus and forms are based on the shell form package - see the man page for "sf" to find out more about the shellform interface. In general, there are two types of fields on the menus - "selection" fields which only allow you to choose from a set of allowed entries, and "free text" fields where you can enter any text. All "selection" fields are marked with an "*". The trouble ticket main menu is as follows: CONCERT Trouble Ticket System 1) Create a new ticket 2) Display an existing ticket 3) Update an existing ticket 4) Close an existing ticket 5) Delete an existing ticket 6) Handoff to another NOC 7) List open tickets 8) Exit Selection: 1 [Enter selection and Press RETURN] To select a function, enter the corresponding number and hit the return key. CREATING NEW TICKETS -------------------- If you are creating a new trouble ticket, the menu for a new ticket will be brought up, looking like the following: CONCERT Trouble Ticket System - Enter New Ticket Return to Main Menu? n [y/n] Number: 10034 *Scope: *Status: open *Source: *Site Circuit: *Type: *Priority: Owner: tom Ticket Opened: Apr 26 16:32:46 1993 Problem Start: Next Alarm: days Site Contact: Problem: Action: Note that the "Number", "Status", "Owner", and "Ticket Opened" fields will already have been filled in. When entering a new ticket, ALL fields except "Circuit", "Problem Start", "Next Alarm", and "Site Contact" must be entered before the ticket will be accepted. When you are done, hit <\>. The new ticket will be entered into the database, and a mail message containing the ticket data will be mailed out to the MAILLIST. SELECTING EXISTING TICKETS -------------------------- When retrieving an existing ticket (to display, update, close, delete it), you will first be given a menu to enter the parameters which are used to select the ticket from the database. This selection menu looks like: CONCERT Trouble Ticket System - Enter Ticket Query Parameters Return to Main Menu? n [y/n] Number: *Scope: *Status: *Source: *Site: Circuit: *Type: *Priority: Owner: Ticket Opened: Problem Start: Ticket Closed: Problem End: Last Update: *Close Code: In this case, just enter any field, or fields, which you know are valid for the ticket you are searching for, and the system will return with a message indicating the number of matches found in the database. You can be specific (enter a ticket number, which is unique) to find a single ticket, or you can be general (enter status=open to search all open tickets). The ticket system will then proceed to display each ticket in turn, until you indicate that the ticket you wanted has been found. The tickets will be displayed for verification as follows: CONCERT Trouble Ticket System - Verify Ticket Selection Is this the correct ticket? y [y/n] Return to Main Menu? n [y/n] Number: 10026 Scope: internet Status: open Source: phone Site: epsp Circuit: Type: planned Priority: low Owner: tom Ticket Opened: Apr 26 16:32:46 1993 Problem Start: 04/27/93 5:00 Ticket Closed: Problem End: 04/27/93 6:00 Last Update: Apr 26 16:48.32 1993 Close Code: Site Contact: MERIT NOC 1-800-456-6300 Problem: Merit is going to take down the ENSS for maintenance and to install new routing software If this is the correct ticket, entering a "y" to the question will cause it to be selected and then to proceed to the function (display, update, close, delete) in question. Entering a "n" to the question will cause the next match to be displayed. DISPLAYING A TICKET ------------------- If you chose to "display" a ticket, the ticket will be presented in the following format: CONCERT Trouble Ticket System - Display Ticket Return to Main Menu: n [y/n] View Additional Info: n [y/n] View Update History: n [y/n] Number: 10026 Scope: internet Status: open Source: phone Site: epsp Circuit: Type: planned Priority: low Owner: tom Ticket Opened: Apr 26 16:32:46 1993 Problem Start: 04/27/93 5:00 Last Update: Apr 26 16:48.32 1993 Next Alarm: 5 days Site Contact: MERIT NOC 1-800-456-6300 Problem: Merit is going to take down the ENSS for maintenance and to install new routing software Action: No action on our part Additional information (e.g., any included e-mail files) can be viewed by entering a "y" to the View Additional Info question. Likewise, to view the history of updates to the ticket, enter a "y" to the View Update History question. Each will cause the data to be scrolled on the screen (like the "more" command) and then return to the display screen. UPDATING A TICKET ----------------- If you chose to "update" a ticket, the ticket will be presented in the following format: CONCERT Trouble Ticket System - Update Ticket Return to Main Menu (Do Not Update): n [y/n] Number: 10026 Scope: internet Status: open Source: phone Site: epsp Circuit: Type: planned Priority: low Owner: tom *Close Code: Ticket Opened: Apr 26 16:32:46 1993 Problem Start: 04/27/93 5:00 Ticket Closed: Problem End: 04/27/93 6:00 Last Update: Apr 26 16:48.32 1993 Next Alarm: 5 days Site Contact: MERIT NOC 1-800-456-6300 Action: Additional Info: [filename] Any field (except the ticket number, and the open, close and update times) can be modified. The Action field must be filled in for each update. Filenames entered as Additional Info should be full path names. The files will be copied into the ticket system file structure, so the files do not need to be kept after being included in the ticket. CLOSING A TICKET ---------------- If you chose to "close" a ticket, the ticket will be presented in the following format: CONCERT Trouble Ticket System - Close Ticket Return to Main Menu (Do Not Close): n [y/n] Number: 10026 Scope: internet Status: open Source: phone Site: epsp Circuit: Type: planned Priority: low Owner: tom Ticket Opened: Apr 26 16:32:46 1993 Problem Start: 04/27/93 5:00 Ticket Closed: Apr 27 07:42:22 1993 Problem End: 04/27/93 6:00 Last Update: Apr 26 16:48.32 1993 *Close Code: maintenance Site Contact: MERIT NOC 1-800-456-6300 Problem: Merit is going to take down the ENSS for maintenance and to install new routing software Resolution: All went as planned. Some fields (except the ticket number, status, the open, close and update times, priority, site contact, and problem fields) can be modified. The Close Code and the Resolution fields must be filled in. When a ticket is closed, a mail message stating the closure will be mailed out to MAILLIST. TICKET HANDOFF TO ANOTHER NOC ----------------------------- Not yet implemented. DELETING A TICKET ----------------- If you chose to "delete" a ticket, the system will come back and ask you to verify that you want to delete it, and if you answer yes, it will mark the ticket as "cancelled". The ticket will not actually be deleted from the database. Any associated files included with the ticket will be deleted, however. LIST OPEN TICKETS ----------------- If you chose to list all open tickets, the system will display them in the following format: Ticket Number Site Priority Opened ------------- ---- -------- ------ 10026 enss low Apr 26 16:32:46 1993