(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:

  1. 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
  2. Click the Fill Form button.

    Note: The Ellipse button identifies the server, system, application etc....   Step 2
  3. Click the Search object.

    Note: Leave Blank or enter appropriate information to filter your search.   Step 3
  4. Click the 12 link.

    Note: This selection is specifically for server, system, application etc....   Step 4
  5. Click the Open Calendar button.   Step 5
  6. Click the 22 object.   Step 6
  7. 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
  8. Click the Activities link.   Step 8
  9. Click the Expand List button.   Step 9
  10. 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
  11. Enter the desired information into the Required Field field. Enter "template".   Step 11
  12. Click the Save Incident Record object.

    Caution: The WATCH OUTAGES Group will be notified.    Step 12
  13. Click the Expand List button.   Step 13
  14. 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
  15. Enter the desired information into the Required Field field. Enter "template".   Step 15
  16. Click the Save Incident Record object.

    Caution: The WATCH OUTAGES Group will be notified.    Step 16
  17. Click the Notification link.

    Note: This tab must be filled, in order to classify the Incident as a CSA.   Step 17
  18. Click the Open Calendar button.   Step 18
  19. Click the 22 object.   Step 19
  20. 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
  21. Click the Activities link.   Step 21
  22. Click the Expand List button.   Step 22
  23. 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
  24. Enter the desired information into the Required Field field. Enter "template".   Step 24
  25. 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
  26. Click the Resolve object.   Step 26
  27. Click the Permanent option.   Step 27
  28. Click the Fill Form button.   Step 28
  29. Click the Fault link.   Step 29
  30. Enter the desired information into the Required Field field. Enter "reboot completed ticket resolved".   Step 30
  31. Click the Save Incident Record object.   Step 31

End of Topic

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