Network, Intermapper, OpsGenie Notification AITS After Hours Procedure

Details on how to handle the receipt of a notification from Intermapper and page Tech Services using Opsgenie.

A notification has been received from Intermapper via a Service Desk ticket.  You will need to do the following:
  1. Verify which device(s) that are down using Intermapper
  2. After locating which item(s) were the cause of the notification, determine if it is on the Tech Svc Data Centers map or not
    1. If it is, go ahead and page Netops by sending them an email:
      • Copy the information about the device, as shown in the Intermapper Drill Down Document
      • The subject line of the email should be: Critical Incident: [device(s)] reported down in Intermapper
      • The email body should include information on all devices down, list multiple devices (if necessary) in the same email.
      • Mention if  the power status of the devices has been verified. See step 3.
      • Include your name and the Service Desk phone number in the email body
      • Send the email to: network_operations@techservices.opsgenie.net
      • If no response in 20 minutes follow escalation procedures below
  3. If it is NOT on the Tech Svc Data Centers map, determine if the downtime is power related by calling Public safety non-emergency line at 217-333-1216
      1. Ask if they are aware of any power outages that they know of that would affect downed devices
      2. If the downtime is power related, use ITProLookup Tool to send email to Affected 24x7 nets
      3. If the downtime is NOT power related, use ITProLookup Tool to determine if any nets are 24x7
        1. https://ctweb1.cites.illinois.edu/itpro-contact/main.php
        2. Click the "Exclude CITES service networks" box then search
        3. 24x7?  YES
        1. 24x7? NO
  4. In all cases after following above procedures, log the action you took, whether the alert was acknowledged or who you had to call. Then mark the ticket Resolved and assign to yourself and AITS-Service Desk.  Do not assign the ticket to Technology Services Network Support.
      Network Operations Escalation Procedure

      If no response in 20 minutes or possible email outage, call (in order):
        1. Chris Skaar: 217-778-4479
        2. Aaron Brown:  217-377-8765
        3. Mary Stevens: 217-244-2767



      Keywords:NETWORKING OPSGENIE AFTERHOURS NOTIFICATION, intermapper, netmon9   Doc ID:78729
      Owner:Brad M.Group:University of Illinois Technology Services
      Created:2017-12-13 12:58 CSTUpdated:2018-09-14 17:51 CST
      Sites:University of Illinois System, University of Illinois Technology Services
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