Trouble ticketing and monitoring

Contents

Pan-Net incident (and potentially change) management integration relies on relevant trouble ticket and change management tools. The process involves

  • Detection and Recording

  • Classification

  • Investigation and Diagnosis

  • Resolution and Recovery

  • Close Incident

During incident classification, impact analysis is performed and an incident priority set according to Table 1.

Priority

Description

1 - Critical

Full Region outage (including all RAZ in the Region) or major degradations in all RAZ in the Region simultaneously

2 - High

Outage of one RAZ or major degradation of one RAZ functionality

3 – Medium

System performance issue or bug affecting some, but not all functionalities in one RAZ. There is no significant impact on operation of the RAZ.

4 - Low

Inquiry regarding a routine technical issue, product feature, functionality or operation; minimal system impact affecting some minor functionalities.

Table 1. Classification of issues, priority and impact severity.

Issue detected by user - root cause in IaaS

In the situation where an incident is identified by the user and is related to the IaaS itself, the user needs to open a trouble ticket towards Pan-Net to resolve the incident. When an incident is detected, a formal trouble ticket has to be created and registered in Pan-Net’s ticketing tool on the self-service portal. For critical and major incidents, the user can report the incident and raise a trouble ticket by phone as well. While the ticket is under resolution, Pan-Net will continually inform the user about the progress. After the trouble ticket has been resolved, the user can either accept or reject the resolution. A rejection will lead to rework from Pan-Net’s side.

Issue detected by user - root cause in user application

In the situation where an incident detected by the user is related to an application that is under the user’s responsibility, the user needs to raise an incident notification ticket and inform Pan-Net about the resolution progress. After the incident has been resolved, the user needs to inform Pan-Net to close the incident notification ticket.

Issue detected by service provider - root cause in IaaS

In situations where an incident identified by Pan-Net is related to a service supplied by Pan-Net and the root cause is in the IaaS service itself, Pan-Net will investigate the incident internally but might involve the user.

For contact details to Pan-Net support, see https://pannet.atlassian.net/l/c/oXfJFaRL