Enterprise Server Farm (ESF) Help Desk Procedures
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1 Enterprise Server Farm (ESF) Help Desk Procedures Version 1.1 Date: November 6, 2008 SECURITY WARNING The information contained herein is proprietary to the Commonwealth of Pennsylvania and must not be disclosed to un-authorized personnel. The recipient of this document, by its retention and use, agrees to protect the information contained herein. Readers are advised that this document may be subject to the terms of a non-disclosure agreement. DO NOT DISCLOSE ANY OF THIS INFORMATION WITHOUT OBTAINING PERMISSION FROM THE MANAGEMENT RESPONSIBLE FOR THIS DOCUMENT.
2 Version History Date Version Modified By / Approved By Section(s) Comment 08/18/ K. Arunachalam All Initial Draft C. Reber Created document 08/20/ K. Arunchalam All Initial Version C. Reber Approved and Released to the web portal 11/06/ C. Reber Cover page Insert new OA logo onto cover page ESF HELP DESK PROCEDURES PAGE 2 OF 6
3 Table of Contents 1 ESF HELP DESK PROCEDURES INTRODUCTION OVERVIEW HELP DESK PROCEDURES SUPPORT AND HELP DESK REPORTING REMEDY HELP DESK SYSTEM ESCALATION CHART...6 ESF HELP DESK PROCEDURES PAGE 3 OF 6
4 1 ESF Help Desk Procedures Introduction 1.1 OVERVIEW ESF Help Desk Support and Incident Management Procedures will guide you through the process that has been established for reporting issues to the Enterprise Server Farm. This document provides details about Help Desk support and reporting using the Call Center or the Remedy Help Desk System. Remedy tickets are created and a support hierarchy is implemented based on the priority of the tickets. Notification is then sent to the proper ESF support team and they respond to the incident. ESF HELP DESK PROCEDURES PAGE 4 OF 6
5 2 Help Desk Procedures 2.1 SUPPORT AND HELP DESK REPORTING The Enterprise Server Farm has established a ticket tracking system using Remedy Help Desk and has also implemented a Call Center, which will give our customers (Agencies, Development Groups, Vendors) the ability to contact the Server Farm 24 by 7 for assistance. The toll free number is (877) and the local number is (717) Upon receipt of the call, the Call Center will create a Remedy ticket, which will be submitted to the proper ESF Team and then will go through an escalation procedure as described below. If your call is submitted via Voice Mail and an urgent response is needed before your call is addressed, please follow the escalation procedures below. All requests should be coordinated through the primary contacts of the Application specified by the Agency in the Application ESF document. These professionals are authorized to escalate agency/application issues to the ESF Service Desk. Note: Development groups (internal and vendor) should be sure to coordinate service request calls with the Agency Application Contacts. 2.2 REMEDY HELP DESK SYSTEM Remedy Help Desk System is used to manage incidents and their escalations. Provisions are available for Agencies to use the Remedy System to create tickets through their internal Help Desk. During Business hours, agencies can leverage the Remedy System to send Remedy tickets directly to the ESF. When a ticket is created a notification is sent to the proper ESF support team and they will respond to the incident. For tickets related to Managed Services and Managed Services Lite, the Remedy ticket should be assigned to the following Category/Type/Item (CTI) Category: OAESF Application Mgmt Team Type: (Select your Application Name) o Application Names are of the format XXAAAA where XX is the two digit agency code and AAAA is the Application Name Item: (Select the appropriate item) For tickets related to Co-Location, the Remedy ticket should be assigned to the following Category/ Type/Item (CTI) Category: OAESF Tech Ops Team Type: (Select the appropriate item) Item: (Select the appropriate item) ESF HELP DESK PROCEDURES PAGE 5 OF 6
6 2.3 ESCALATION CHART Based on the priority of the Remedy tickets created, the tickets will escalate within the ESF support hierarchy, as shown in the chart below: No. *Priority *Rule Type Time Trigger Frequency Method Recipient 1 Urgent Assignment 30 min 1 time Cell & Team Lead 2 Urgent Assignment 45 min 1 time Cell & Support Team Manager 3 Urgent Assignment 1 hour 1 time Cell & Server Farm Manager 4 High Assignment 2 hr 1 time Cell & Team Lead 5 High Assignment 3 hr 1 time Cell & Support Team Manager 6 High Assignment 4 hr 1 time Cell & Server Farm Manager 7 Medium Assignment 4 hr 1 time Cell & Team Lead 8 Medium Assignment 6 hr 1 time Cell & Support Team Manager 9 Medium Assignment 8 hr 1 time Cell & Server Farm Manager 10 Low Assignment 8 hr 1 time Cell & Team Lead 11 Low Assignment 12 Hour 1 time Cell & Support Team Manager 12 Low Assignment 16 Hour 1 Time Cell & Server Farm Manager 13 Urgent Resolution 2 hour 1 time Cell & Team Lead 14 Urgent Resolution 2.5 hours 1 time Cell & Support Team Manager 15 Urgent Resolution 3 hours 1 time Cell & Server Farm Manager 16 High Resolution 4 hr 1 time Cell & Team Lead 17 High Resolution 6 hr 1 time Cell & Support Team Manager 18 High Resolution 8 hr 1 time Cell & Server Farm Manager 19 Medium Resolution 48 hr 1 time Cell & Team Lead 20 Medium Resolution 72 hr 1 time Cell & Support Team Manager 21 Medium Resolution 96 hr 1 time Cell & Server Farm Manager 22 Low Resolution 5 days 1 time Cell & Team Lead 23 Low Resolution 6 Days 1 time Cell & Support Team Manager 24 Low Resolution 7 Days 1 time Cell & Server Farm Manager * Priority Definitions: Urgent: High: Medium: Low: Production Application or Service is inaccessible. Portions of a Production Application or Service are not functional; affecting the primary business of the agency. Minor issue that does not require immediate attention. Question or information requests. Low priority items will be escalated to Medium priority after 10 business days. * Rule Type Definitions: Assignment Status <= Assigned : Resolution Status <= Pending : Ticket remains in the New or Assigned states past the trigger time. Ticket is not Resolved or Closed before the trigger time has passed. ESF HELP DESK PROCEDURES PAGE 6 OF 6
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