A process whereby other U of S College IT Support units, who provide end-user support, are notified and kept abreast of ICT service
Those working with end users will be in a better
position to provide support during a disruption.
*This process is not to replace other mailing lists or communication procedures already in place.
Upon notification of a significant outage, it is
the ICT Help Desk, Client Services, responsibility to create a Global Ticket and
notify college and administration IT Support units via an opt
in mailing list. This notification will be sent as soon as possible -- notwithstanding a small delay to assess
the scope of the problem, or to determine if it can be quickly solved. Responsibility for ongoing communication
regarding the outage remains with the ICT Help Desk.
Changes to the severity, scope, or estimated
recovery time should initiate a follow-up communication to the units. This includes updating a recovery time from
unknown to known, when a recovery time has been exceeded (what is the new
time?), or when the services involved or the users impacted have changed.
The ICT Help
Desk will create a Tracks ticket with the template for IT outages: priority high/critical,
global. On creation, the information contained
within the ticket will be sent to the opt in mailing list.
Support units can communicate back via the Tracks system by replying to the
notification email. The subject line
should not be changed, or should contain the keywords ISSUE=(originating ticket
number) PROJ=1 in the subject line.