Publishing The Outage
Step 1: Open Fresh Service > Click Create > Ticket > Click the Select Template dropdown menu > Click Service Outage > Put yourself as the requester > Change the subject to list which service has an outage > Put yourself as the agent > Enter a description of the outage > Click Submit
Step 2: On the ticket, open Impacted Services > Associate services > select the service that’s down > click Associate
Step 3: To the right of the ticket, under Collaborate, click Status Page > Publish Incident > select the LCSO Information Technology – Status Page
Step 4: Click the Select Template dropdown menu and select the service that’s experiencing the outage (modify the description if needed) > Select whether it is a Partial Outage or Major Outage (see Outage Definitions) > click Publish
Outage Definitions
Partial Outage: The issue is only affecting some users.
Major Outage: The issue is affecting everyone.
Updating The Status (We’re Workin’ on It)
On the ticket, under Collaborate, click Post update > select the incident > Change the status to Investigating or Monitoring (see Status Definitions) > add a description > click Update
Status Definitions
Investigating: We know about the issue and are working to fix it.
Monitoring: We know about the issue, but the fix is outside of our control. We're monitoring the situation and will post updates as they become available.
Updating The Status (Resolved)
On the ticket, under Collaborate, click on the Service itself to open it > click Resolve > change the status to Resolved > add a message > click Resolve