(Engineer) Initiate a CSA from a Incident
initiate topic CSA The Customer Service Alerts are notifications used to report significant outages or conditions that likely have high external visibility.
A Operator may create a Customer Service Alert from an Incident when it is determined to be a necessary action.
Steps:
- Click the Notification link.
Note: Select from this field the agency or area affected by the outage or condition. This tab is mandatory.
Step 1 - Click the Fill Form button.
Note: The Ellipse button identifies the server, system, application etc.... Step 2 - Click the Search object.
Note: Leave Blank or enter appropriate information to filter your search. Step 3 - Click the 12 link.
Note: This selection is specifically for server, system, application etc.... Step 4 - Click the Open Calendar button. Step 5
- Click the 22 object. Step 6
- Enter the desired information into the Down: field. Enter "13".
Note: The clock must be set to the appropriate time, 13:00:00 Step 7 - Click the Activities link. Step 8
- Click the Expand List button. Step 9
- Click the CSA Initial list item.
Note: Use this selection for the Initial CSA notification
Caution: The WATCH OUTAGES Group will be notified. Step 10 - Enter the desired information into the Required Field field. Enter "template". Step 11
- Click the Save Incident Record object.
Caution: The WATCH OUTAGES Group will be notified. Step 12 - Click the Expand List button. Step 13
- Click the CSA Update list item.
Note: Use this selection for the Update CSA notification
Caution: The WATCH OUTAGES Group will be notified. Step 14 - Enter the desired information into the Required Field field. Enter "template". Step 15
- Click the Save Incident Record object.
Caution: The WATCH OUTAGES Group will be notified. Step 16 - Click the Notification link.
Note: This tab must be filled, in order to classify the Incident as a CSA. Step 17 - Click the Open Calendar button. Step 18
- Click the 22 object. Step 19
- Enter the desired information into the Up: field. Enter "14".
Note: The clock must be set to the appropriate time, 14:00:00 Step 20 - Click the Activities link. Step 21
- Click the Expand List button. Step 22
- Click the CSA Resolved list item.
Note: Use this selection for the Resolved CSA notification
Caution: The WATCH OUTAGES Group will be notified. Step 23 - Enter the desired information into the Required Field field. Enter "template". Step 24
- Note: When the CSA has been verified as resolved, click the Resolve button at the top of the page, and complete the required fields.
Note: Don't forget to save your changes. Step 25 - Click the Resolve object. Step 26
- Click the Permanent option. Step 27
- Click the Fill Form button. Step 28
- Click the Fault link. Step 29
- Enter the desired information into the Required Field field. Enter "reboot completed ticket resolved". Step 30
- Click the Save Incident Record object. Step 31
End of Topic
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