Problem Tracking
Data Center Services' in-house developed problem tracking system functions as notification to various support personnel and as a means of tracking problems for DCS. This system is managed and maintained solely by DCS Operations support staff.
Mailing Lists Information
The system sends problem reports via UNIX mailing lists. Each user who is interested in the content of the various problem reports will need to subscribe to the corresponding list. The lists for PT and others are identified at ITS/Data Center Services - Listserves.
In order to become a member of a list, simply select the radio button under the Subscribe column corresponding tothe desired list serve. A message is sent on your behalf to majordomo@mail.rochester.edu. The first line of the body will read, 'subscribe pts-group', where group represents the group name of the corresponding list, followed by the word 'end' on the following line. For example, to subscribe to the NetBackup group, a message will need to be sent to the above address with the text, 'subscribe pts-netbackup' in the body, followed by the word end on the following line.
Once the message is sent, majordomo will send a message, to the EMAIL address you supplied, requesting confirmation. To confirm, reply to the message with the authorization code provided. For more information, click on the radio button on the botton of the list serve page requesting HELP.
Please see our online subscription form.
DCS Operations' Responsibilities
When a problem is encountered, a DCS operator will fill out a problem ticket form using Microsoft Access. This form requests information pertaining to the type of problem. For instance, an MVS batch failure ticket will request a job name, a job number and an ending code, whereas, a NetBackup problem will request the backup type, the job name and the job number. Once all of the requested information is entered, the operator will save the ticket, which will automatically send an e-mail to whomever has subscribed to the list.
Support Group's Responsibilities
Upon problem notification, it is requested by DCS Operations that the group member that remedies or addresses the problem replies to the mail with either a resolution or an update. This information will be added to our database to provide a means of reporting and a tool for the operators to pre-diagnose future problems.
Further Operation's Responsibilities
Upon response from the support group, a member of DCS Operations will enter all updates and closures into the database ensuring accuracy as well as providing follow-up to unresolved reports.
Fore more information, please contact DCS Operations Technical Support.
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