What Do I do

All green links indicate a redirection to an appropriate FAQ

 

 

 

A TIVOLI job fails

  • Page the On-Call Production Management person
Index

 

 

 

A Server goes down

  • Wait about 15 to 20 minutes they have a tendency to pop back up again
  • If it doesn’t come back up, first click on the server having the problem
    and try to “ping” the server, if it works – it should come up momentarily
  • Note the owner of the server (i.e. COMTECH) and press the page button
  • Page the primary person for that server
  • If no response within 15 minutes, page the next person on the list
  • Keep paging until you get somebody
Index

 

 

 

A NCState.Net device goes down

if it’s YELLOW

  • Wait one hour or until a complaint is called in
  • If business hours call NOC at 513-9675, Otherwise Page the On-Call COMTECH person
  • If no response within 15 minutes, page next person on the list
  • Keep paging until you get somebody

if it’s RED

  • If business hours call NOC at 513-9675 immediately, Otherwise Page the On-Call COMTECH person immediately
  • If no response within 15 minutes, page next person on the list
  • Keep paging until you get somebody
Index

 

 

 

On-Call Procedure for TELE group

 

Index

 

 

There is an alarm on a piece of equipment

 

  • There should be a sticker on the part telling you what server it belongs to
    (usually this equipment is a RAID unit), knowing this go here to the servers page, click on the server you just read from the sticker and page the appropriate group
  • If the problem is with some communications equipment ( or anything you assume to be communications equipment ) page the On-Call COMTECH person
  • If no response within 15 minutes, page the next person on the list
  • Keep paging until you get somebody

 

Index

 

 

 

The air conditioner needs repair

 

  • During the day, tell Dana or Tony
  • After hours, contact Physical Plant and tell them the problem and it is in the Data Center  ( 5-2991).  The acct code for AC units in either Data Center is # 2-71740

 

Index

 

 

Help Desk After Hours Policy

  • After hours and on weekends there is no Help Desk available.  If you receive a call, please refer user to call back 515-(HELP)4357 and leave a message, OR send an email to help@ncsu.edu, OR call back the next business day.
  • They may also go to the Walk-in-center for non Campus-wide emergencies.
  • There is no need to page the HelpDesk group for user issues.
  • For campus-wide outages, page the appropriate group as normal (ComTech, Systems).

 

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I need to report a crime

 

  • Call Public Safety ( 5-3333 )

 

Index

 

 

 

I need to call the Non-Emergency Public Safety Number

 

  • Call Public Safety at ( 5-3000 )

 

Index

 

 

 

FIRE or HALON Alarm

 

  • If there is Fire and/or Halon alarm, leave the building immediately.  On your way out, please look around to make sure your coworkers have left the building and close all interior Computer Room doors.  We are asked to meet in the parking lot behind the building (NOT IN THE ALLEY).

 

Index

 

 

PHONE Authorization Code

 

  • Each employee has been given a long distance phone access code in case you are required to place a long distance work call (contact programmer or on call person that lives outside the local zone).
  • To use:  From Operator main phone, you will dial long distance as normal, 7 for outside line, 1, area code & phone number, then you will hear beep beep,  then you enter your authorization code, it will let call go thru.

 

Index

 

Hacking Attempt

 

  • Tell the person to send all evidence of the attempt to abuse@ncsu.edu
  • Contact the CCCADM on call person to notify them of the abuse

 

Index

 

Generator Messages (OmniMetrix)

 

 

VMware

  • If you receive a call from systems requesting you to push a special reset button on one of theVM machines, they should tell you the machine name.  There are two types of machines. Here is the button locations of each.  Just to the right of the power button is a small button that needs to be pushed, this requires something small and pointy, that will trigger the interrupt.
  • R900 – It is item #2 in this image.
  • R910 – It is item #3 in this image.
Index

 

 

 

Class Tech

 

  • If you get calls after hours from professors about problems with Class Tech equipment, the only thing we can do is send an email to ClassTech@ncsu.edu.  This will automatically create a ServiceNow call and put it in their call queue.  We do not page or anything else.

 

Index

 

 

Sensaphone (automated sensors)

 

  • You get a call from the sensaphone stating there is water, power, noise, or AC problems.  Note the cause, building and location of issue in room and go check on it.
  • DC2 number is 513-0776.  POE is 515-5631.  The sensaphone will continue to call Operations about every 5 minutes, until the phone message has been acknowledged.
  • To acknowledge the DC2 phone, enter “555” when prompted to acknowledge with code.  You may be able to enter code during the message.
  • To acknowledge POE phone, enter “555” at end of message. You may be able to enter code during the message.
  • IF you correctly acknowledge code, then it will not phone again unless it is a new alarm or change in the one you acknowledged.

 

Index