Tech Computer Center User Consultant Handbook |  |
Tech Computer Center User Consultant Handbook | |
Every weekday morning there will be a five to fifteen minutes long Triage meeting, between the Director, Manager of Systems Engineering, Manager of Maintenance, and Services Coordinator to discuss the crashes/problems that have occurred in the last twenty-four hours. Tasks will be assigned to solve any identified problems.
To assist in the identification of problems, the following reports will be processed:
Node status,
System error log,
Operator log.
On 18-Sep-1998 it was decided that triage meetings would be suspended until further notice. Uptime has been rather good lately and a new approach is going to be tried. The Manager of Maintenance will email the department heads with a status report of the down equipment for the day instead (the email will be sent before 9:00AM). When needed triage meetings will be called by email or phone.
In the Spring of 2002 a change was made so that the UC opening the outside rooms will send email to the Manager of Maintenance, Director, and Services Coordinator about the status of the machines reported as DOWN in the triage report printed on the Speare 16 printer. If need be (like there isn't already a ticket filed, or somebody from Maintenance won't be able to get to the machine quickly) the opening UC will file tickets for any machines he can't fix.
In the July of 2007 it was decided that the opening UC would file an info based on the triage email the system automatically sends each day. Putting the triage findings in the ticket system will allow for better tracking on on-going and recurring problems.
The info ticket will have a one-line description of the form TRIAGE : 2007-Jul-25. and be categorized as Admin classroom . It will note what was wrong with each machine and what was done to fix it, of if you weren't able to fix it. Recipients of the ticket should include: tcc-maint, the Director of Academic Computing, and tcc-uc.
Note that the Triage Info ticket should be closed the same day it was filed. If any machines in the triage report can't be fixed same day they should have a separate ticket filed about their problem(s).
From Paul Jacobo, Tue Mar 25 07:55:38 2008
I talked to the library staff about this yesterday and forgot to mention it in the ticket. The library staff shuts these machines down each night and restarts them in the morning. I asked them to call us if there is actually a problem with the machines in this room.
Goal: To deliver 95% uptime of the Production System to the people who use our facilities.