IT Operations and Ticket Management Procedures

Not all request tickets have a routing matrix. While many types of tickets use routing matrices for proper assignment and escalation, some request tickets may be handled differently without a formal routing matrix.

FOB (likely Freight on Board or similar operational request) requests are submitted using standardized ticket templates to ensure all required information is captured consistently.

Hardware replacements require formal approval to ensure proper asset management, budget control, and authorization. This mandate prevents unauthorized replacements and maintains proper inventory records.

Network High Priority request tickets typically involve outage-related critical issues and require two-way escalation to GNS (Global Network Services) for proper handling and resolution. They are not treated as normal tickets or directly actioned by engineers without formal escalation.

This is a duplicate of question 151640. Network High Priority request tickets typically involve outage-related critical issues and require two-way escalation to GNS for proper handling and resolution.

Escalation should only be done when procedures specifically require it. Escalating arbitrarily (whenever you want) or never escalating are both incorrect approaches. Following defined procedures ensures proper escalation hierarchy and prevents unnecessary escalations.

UTS, IMC, and iAdmin are all tools used in day-to-day activities for this role. Since each individual tool is used, the correct answer is All of the above, indicating that multiple tools are utilized regularly.

Diaries and IMC (Issue Management Console) are the primary tools for tracking and viewing work items. iAdmin is for admin tasks, and vipnet is a VPN tool, not work tracking.

DCS escalation can be done via telephone (direct contact), T0ES (escalation system), and UTS (unified ticket system). iAdmin is an administrative tool, not an escalation channel.

Close tickets only when explicitly asked by the customer or when the routing matrix indicates closure is appropriate. Never close tickets without cause, and 'all the time' is incorrect procedure.

Tickets originate from UTS (Unified Ticket System) and IMC (Issue Management Console). Email requests should be converted to tickets, not treated as direct sources. 'air' is not a ticketing system.

Always create tickets for emails to ensure proper tracking. Specifically, tickets are needed when directed to escalate/engage teams or when work needs tracking. 'Never' is incorrect as it contradicts tracking requirements.

Advise AOD/OM when customer impact is unknown (risk assessment) or definite (confirmed impact). Never advising (B) is incorrect - leadership needs awareness. Not knowing the issue (C) doesn't determine whether to advise; impact does.

Customer impact must be reported to AOD (Assistant Operations Director) and OM (Operations Manager) - leadership roles. Engineers and Networking are teams that might resolve issues, not leadership notification paths.

Before ticket creation, you need the Issue (what's wrong) and Alias (customer/system identifier). The Escalation Team is determined after ticket creation, and Gossip is irrelevant to ticket creation.

Answer messenger pings after verifying the alias to ensure legitimacy. Simply closing the window ignores customer needs. The customer-focused approach (B) seems correct but is marked wrong - likely because verifying alias takes priority over immediate help.

Same-alert floods should be grouped, and ping failures for related servers in same functional group can be combined. Many alarms on console or unmanageable volume don't determine grouping - alert similarity and functional relationship do.

Tickets can be escalated using Escalation Service, UTS (for routing), and IMC (for tracking). iAdmin is for administrative tasks, not ticket escalation workflows.

Sev 0 and Sev 1 are severity classifications for critical issues, but not all critical issues result in complete service outage. A system can have severe degradation (Sev 0/1) while still partially operational.

High-priority alarms require append tickets to ensure proper documentation, tracking, and workflow management. This maintains audit trail and prevents ad-hoc responses.