| 1. |
Agency end user will report trouble to his agency's help desk. Agency help desk will screen troubles to determine network related issues. |
| 2. |
Agency help desk will report network trouble to CMS by calling 225-219-4CMS (4267). Additionally, CMS monitoring system may detect network trouble. |
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a.
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The number of contacts within the agency help desk that will be calling CMS will be limited. CMS will verify that the caller is on their agency contact list. |
| 3. |
CMS opens trouble ticket in Remedy and assigns it to OTM Network Services (OTM NS). |
| |
a. |
Agency contact will be asked for: Agency name, contact name, call back phone #, description of problem (including location), alternate contact, agency's ticket number. |
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b. |
CMS will provide a trouble ticket number, as well as an entry date & time to agency contact. |
| 4. |
OTM NS will review the ticket, gather more detailed information from the caller if necessary, and troubleshoot the problem. |
| 5. |
OTM NS will verify if the trouble is with the LAN infrastructure. |
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a. |
Narrow down the problem; is it one person or multiple; isolate to switch/floor/building. |
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b. |
On-site evaluation may be performed. |
| 6. |
If OTM NS determines that the problem is an agency related problem and NOT due to LAN infrastructure, they will refer the trouble to the agency and close out the Remedy ticket. |
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a. |
All application problems, power problems, or problems isolated to the computer itself will be referred back to the agency. |
| 7. |
If the problem is in the LAN infrastructure OTM NS will execute repair and restore service. |
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a. |
Agency can check ticket status by calling 225-219-4CMS (4267). No web interface available at this time. |
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b. |
If the repair involves port re-assignment, OTM and agency records need to be updated. |
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i) |
OTM NS will email the primary agency technical contact so they can update their database.
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c. |
For hardware or software maintenance OTM NS will use the standard maintenance window of 3:00am - 7:00am Saturday mornings. On some occasions, however, emergency maintenance may be required. |
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|
i) |
Agencies will be notified via email regarding network maintenance. For high impact maintenance, agencies will be notified by 5pm on Wednesday. For emergency maintenance, as much notice as is practical will be given.
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d. |
For wiring issues, OTM NS will forward relevant information to OTM Advanced Services Unit who will initiate a trouble repair ticket through an OTM wiring vendor. |
| 8. |
OTM NS will close ticket with agency contact or alternate contact and will reference the agency's ticket number. |
| 9. |
Trouble ticket information will be recorded and analyzed for trends and problem areas. |
