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Command Center Work Request System User Guide Version 1.0 Table of Contents Table of Contents 2 Introduction 3 Welcome 4 Purpose 4 How it works 4 Working With the Request System 6 Accessing the Work Request System 7 Submitting a Work Request 7 Viewing Status of Submitted Work Request 8 Returned For More Information 9 Declined Requests 9 Work Request Forms 10 Computer Operations 11 Initiator Change 11 Job Priority Change 11 Job Performance Change 12 General Request 12 Requests not covered in Work Request 12 Distributed Systems Operations (DSO) 13 File Restore Requests 13 Password Reset Requests 13 Restart Process Requests 14 User ID Request 14 General Requests 15 Network Operations (NOC) 15 Concord Report 15 Firewall Request 16 Sniffer Trace Request 17 General NOC Request 18 Production Control 18 Job Run Request 18 General Production Control Request 19 Tape Library 19 Add Tape to Library 19 Call Back Request 20 Job Run Request 20 Tape Copy Request 211 f~a Introduction fa In This Chapterfae Welcome fae Purpose fae How it worksWelcomeThank you for using the Command Center Work Request System. This guide will provide you with the instructions for using the system to request services from the Command Center. If you should have any questions, please feel free to contact a Command Center Associates for assistance. Purpose The Command Center Work Request System not only protects the Check Free business, but also protects you as a user.

The tool will allow the Command Center Staff to track all requests being created. This provides a centralized location for both the user and our associates to access these requests, and eliminates the need for multiple emails, same time messages, and voicemail. An audit trail is created whenever you initiate the work request process. Monthly reporting will allow our associates to see the type of requests being made, and enhance any processes that may help you do your job more efficiently. Finally, this tool will allow the Command Center Associates to better prioritize their workflow between support issues, and work requests. How it works The Command Center Work Request System works in the following manner: When a work request is submitted, a Command Center Associate receives an email notification of the request.

The associate will review the request and take appropriate action. The status of the work request will show if the request is in draft, open, pending, or closed. You can check on the status of any work request you submit by clicking on the! SSBy Requester!" link on the left hand navigation menu.

A description of each status code and what each means follows:" P DRAFT! V The request is in draft status, or is currently being constructed. A request in Draft status has not been submitted for work". P OPEN! V The request is in open status, or has been submitted for work. A request in Open status has been sent to a Command Center Associate for completion"P PENDING!

V The request is in a pending status. A request in pending status is waiting for more information from the request or, or is waiting for some task to complete". P COMPLETED! V The request is in a closed status. A Command Center Associate has completed the request, and no further action is required.

Be sure to provide all of the necessary information (as outlined in subsequent sections) that may be needed to complete the work request. Please note that this system is not intended as a replacement for the change control process. More information concerning change control requests can be obtained from a change control coordinator. The work request system is a first-in, first-out system. Therefore, your requests will be addressed in the order they are received. If you have an emergency, please fill in a work request, and call the group you need help from.

This will help expedite your request to the top of the queue. 2 f~working With the Request System fa In This Chapterfae Accessing the work request Submitting a work Viewing state of submitted work request Accessing the Work Request System Accessing the Command Center Work Request System is quick and easy: 1. In Lotus Notes, click File "^3 Database "^3 Open 2. Select the AT LDB 2 server 3. Scroll down the list of databases, and select the! Shops!" folder and click the [OPEN] button 4.

Select the! SS Command Center Work Requests!" database (opsCmdCntrWorkReqs. nsf) and click the [OPEN] button After you open this database for the first time, a link should appear in your workspace, or your databases list. Simply click on the database in your list, or double click the database from your workspace to open the work request system in the future. Submitting a Work Request After opening the database (as described above), you will see a welcome screen, along with view options on the left hand navigation area of the screen. Above the list of views, you will see a pull-down listing of request forms you can submit. The request forms are broken down into the following groups:" P Computer Operations!

V This is the computer operations group"P DSO! V This is the distributed systems support group"P NOC! V This is the network operations support group"P Production Control! V This is production control daily support"P Tape Library!

V This is the tape library When you choose the request type that you need to submit, you will see a list of fields that you need to complete. While each form has specific fields in regards to the request type (will be explained in more detail later), there are several fields that are standard on every from. These fields and their descriptions are as follows:" P Requester Manager! V This is your manager automatically pulled from who's who"P Instructions!

V This is where you provide any special instructions for the request"P Reason / Description! V This is where you provide the reason you are making the request. This allows the Command Center Associates to better assess prioritization with requests. When you have filled out your request, you may either save the request, or submit the request.

Save & Close will allow you to save the request in draft status. The request will show under your name in the! SSBy Requester!" view under the category of Draft. You will be able to make updates to the work request until you are ready to submit the request. By clicking on this button, Command Center Associates are not notified of a new request, and no work towards the request will be done.

Submit Request allows you to submit the request to the Command Center Associates. An email notification is generated and sent to the appropriate associate for the type of request you created. By clicking this button, you will no longer be able to edit the request, and work will begin towards completing the request. Upon the completion of a work request, the requester will receive an email notification stating that the work request has been completed.

You will then have the option to view the work request, and see any comments made by the Command Center Associate in regards to completing your request. Viewing Status of Submitted Work Request Open the work request system as described above. Once open, you will see the navigation area on the left as displayed below: To view request that you have previous saved or submitted: 1. Click on the!

SSBy Requester!" view from the navigation area within the work request system 2. Search for your name in the panel on the right 3. Expand your name and you will see the status of requests you have created (Draft, Open, Pending, Completed) 4. Expand the status that the request is in. Remember, requests in Draft status have not been submitted for work.

You have the ability to edit requests in draft status. 5. Double click the request you wish to view Returned For More Information In the event that enough information was not provided to the Command Center Support Analysts, your request may be routed back to you for more information. You will receive an email notice specifying your request was routed for more information, along with the information the support team is looking for. You may then edit the request, supply the needed information, and re-submit the request back to the support team. Declined Requests There may be a time when your request will be declined from the support team.

When your request is declined, you will receive an email notification stating so. The email will explain why the request was denied. Once a request is denied, you cannot resubmit it. You will need to open a new work request. 3 f~work Request Form sfa In This Chapterfae Computer Operations far Distributed Systems Operations (DSO) far Network Operations (NOC) far Production Control fae Tape Library Computer Operations There are four forms associated with computer operations: Initiator Change, Job Priority Change, Job Performance Change, and General Requests.

Initiator Change This form allows you to request temporary changes to the initiator structure to recover from queue backlogs, etc. Estimated completion time: 1 Hour Implementation Time! V This field allows you to specify the time at which you would like the initiators changed. Duration! V This field allows you to specify the duration time the initiators should be changed. Instructions!

V This field allows you to specify any instructions for the computer operations staff for making the requested changes. Please detail the changes you are requesting. Reason / Description! V This field is for you to explain the purpose for requesting the change, and to give a description of what impact this change may create.

This is a required field. Job Priority Change This form allows you to request that a job currently waiting in the mainframe input queue to have its priority changed. This will change the order in which the job actually begins executing on the mainframe. Estimated completion time: 1 Hour Requested Job Name! V This field is used for the job that you are requesting production control to run. Priority Requested!

V This field is used to specify the priority being requested for the batch job. This is a number between 1 and 12 (1 being lowest, 12 being highest). Instructions! V This field allows you to specify any instructions for the computer operations staff in regards to upgrading the priority of a job. If there are JCL changes that may need to take place, or if you need the job to point to a temporary data set, you can specify these instructions here. Reason / Description!

V This field is for you to explain the purpose for requesting the priority change, and to give a description of what impact this change may create. Job Performance Change This form allows you to request temporary changes to job priority and performance. Please Note: this change will occur based on the current workload of the system at the time of the request. Estimated completion time: 1 Hour. Job name: Name of the job to be manipulated.

Performance requested: Low, Med, High, and Hot. Instructions! V Please detail changes you are requesting for the job performance here. Also, please include any specific instructions.

Reason / Description! V This field allows you to specify the reason and description for making this request, and to give a description of what impact this change may create. General Request This form allows you to enter a general Mainframe related request for the Computer Operations analysts. Please use this form only if your request does not fit the other categories. Estimated completion time: dependent on request content. Requested Date!

V Date you wish your request to be completed on. Requested Time! V Time you wish your requested to be completed by. Change Control Number! V Change control number related to this request (if applicable). CIRT Ticket Number!

V CIRT Ticket related to this request (if applicable). Instructions! V Detailed instructions explaining this request to the Computer Operations. Reason / Description! V This field allows you to specify the reason and description for making this request. Requests not covered in Work Request There are several types of requests that are not covered under the Work Request System.

These requests are handled by other means such as Change Controls and CIRT tickets. These include, but are not limited to: 1. System I PLs 2. Firewall Requests 3. Application Recycles (CICS, NDM, Etc.) Distributed Systems Operations (DSO) There are five forms associated with the Distributed Systems group: File Restore Requests, General Requests, Password Reset Requests, Restart Process Requests, and User ID Requests. File Restore Requests This from allows you to request DSO to restore a file system to a previous state.

This includes restoring single files, or complete systems. Estimated completion time: 2 hours + depending on urgency / impact costs. Server Name! V This field holds the name of the server where the files should be restored. Directory Structure for Restore! V This field holds the path to where the files should be restored.

Date of Restore Point! V This field holds the date that you wish to restore files from. Date / Time needed by! V This field allows you to specify a specific date and time that the restore needs to be completed by. Please note, this is a suggested time.

DSO cannot guarantee that your restore will be completed by this time. However, all attempts will be made to meet your time constraints. Cost Center! V This field holds the cost center for the area requesting the file restore. This is used in case any fees are incurred for recalling tape media from offsite storage.

Files to be restored! V Use this field to list all files that need to be restored. Instructions! V This field allows you to specify any special instructions for the DSO analyst to use while restoring the requested files. Enter! SSNONE!" if you have no special instructions.

Reason / Description! V This field holds the reason or a description of why the files are being restored. Password Reset Requests This form allows you to request your distributed system password be reset for a specific server. Username! V This field holds the username you use to sign on to the system that the password is being reset on. Server Name!

V This field holds the name of the system with the username you are requesting to have reset. Instructions! V This field allows you to specify any special instructions for the DSO analyst to follow when resetting your password. Reason / Description! V This are allows you to explain the reason and / or description of the request being made.

Restart Process Requests This form allows you to request DSO to restart processes on a specific server. Server Name! V This field holds the server name the process is running on that needs to be reset. This is required field.

Process Name! V This field holds the process name needing to be restarted. Process ID! V This field allows you to specify the process ID of the process needing to be restarted.

Directory Structure for Startup! V This field holds the directory structure or path of the startup script for the process being restarted. User to start process as! V This field holds the user name that the process should be started as.

Startup Script! V This field holds the name of the startup script for the process being restarted. Startup Parameters / Arguments! V This field holds any parameters or arguments that should be passed to the startup script for restarting the process. Enter! yen none! | if there are no parameters or arguments. Wallboard Impact!

V This field allows you to specify any wallboard messages that may be displayed once the process is restarted. This includes any shutdown and startup messages. Also use this area to explain any instructions for handling these messages. Instructions!

V This field allows you to specify the instructions for restarting the process. This is a required field Reason / Description! User ID Request This form allows a user to request a User ID for a specified server. Please note, only Manager's are allowed to submit these requests on behalf of their associates.

Estimated completion time: within 24 hours. Associate Name! V Use the link to the Check Free address book to select the associate who the new user ID request is being requested for. Please note, you may select multiple associates from the list for one request.

Platform! V This field allows you to choose which platforms the new user ID should be created on. Server Name! V This field holds the name of the server that the ID is being requested for. This field will only be shown if the platform selected is Legacy Systems. Group Membership!

V This field allows you to specify which user groups the new user ID should belong to. Instructions! V This field allows you to specify any instructions to the DSO analyst when creating the user ID. Reason / Description! V This field allows you to explain the reason and / or description of the request being made. Manager Verification & Approval!

V This field is for you to mark if you have obtained your managers approval for requesting a user ID to be created on the platform and groups notated in the request form. This field is required from a Security Audit perspective. General Requests This form allows you to request help from DSO on items that have not been categorized in the other forms. While this forms acts as a catch all, it should not be used whenever your item can be categorized with the other available forms. Username! V Specify your username for the system you are requested help on.

If you do not have a username, simply enter! SSnone. Server! V Specify the system you are requested help on.

If you do not need help with a server, simply enter! Request! V This area allows you to explain your request in detail. Please include as much information as possible to help expedite the completion of your request. Reason / Description! V This area allows you to explain the reason and / or the description of the request being made.

Network Operations (NOC) There are four forms associated with the network operations group: concord reports, firewall requests, general requests, and sniffer trace. Concord Report This form allows you to request reporting from the Concord application. Estimated completion time: 2 hours. Customer Name! V Enter the customer name for the report here. Server Name!

V Server to run the concord report on. Specific Switch Ports! V Switch Ports on the switch that traffic flows through for this server. Variables Wanted!

V Types of variables include CPU Utilization, Memory Usage, Bandwidth, Error rates, and various other variables can be polled for these reports. Timeframe! V The beginning Date and Time of the report as well as the length of the report. Type of Report! V Trend report allows you to graph statistics over a window of time (example, bandwidth utilization on switch port for web server from 9 am to 5 pm). Top report gives you a listing of all elements in a group and the bottom line number for the variables requested (example, a listing of all trunk ports on a switch and their CRC rates).

Instructions! V Any specifics not covered by the other fields on the form. Firewall Request This form allows you to request changes or additions to firewall rules. Estimated completion time: 12 hours. Location of Change! V The location where access is needed Requested Implementation Date!

V Request's made on Friday or within the week before will be implemented on the following Friday. Any less lead-time requires a CIRT and 2 VP approvals. Please provide detail of the Emergency in the instructions sections. Is this an Emergency Request?! V Does this require implementation before a week from Friday?

Customer's Name! V Customer that is requesting access to the Check Free network Customer's IP Info: Source IP! V The customer device needed access to the Check Free network. Must not be a private IP host or range such as 10.0.

0.0! V 10.255. 255.255,172.16. 0.0! V 172.31. 255.255,192.168.

0.0! V 192.168. 255.255. Source Name!

V Customer's Name. Destination IP! V The Check Free service the customer needs access to (example, 208.235. 248.3 for Internet FTP, 208.243.

171.23 for Frame FTP). Destination Name! V The name of the Check Free service the customer needs access to (example, Internet FTP, Frame FTP, Genesis Customer Care, etc). Port Numbers! V Port number of the service that the customer needs access to (FTP = 20 & 21, NDM = 1364, Telnet for GCC = 23, etc). Direction of Access Needed: In-Bound!

V The customer needs access only into the network. Out-Bound! V The customer needs outbound access only. Bi-directional! V The customer needs inbound and outbound access to the network.

Customer Access! V Will the customer be access our network over the Internet, VPN, or over a Frame Circuit. Instructions! V Anything not covered in this form that is needed to service this request. In addition, any details for emergency request. Sniffer Trace Request This form allows you to request a sniffer trace to be completed within the Check Free network infrastructure.

This request may help in troubleshooting connection issues. Estimated completion time: 1! V 4 hours to setup trace if request for is filled out ENTIRELY, 8! V 16 working hours for decode if issue is recurring in timely manner, depending on request. CIRT Ticket! V This field allows you to specify the CIRT Ticket number that prompted this request.

Operating System! V Type of software running on the device that we are sniffing (IOS on router, OS on server, etc). Patch Levels! V Current patch levels on this device (example, windows 2 k with service pack 4). Patch Levels Current! V Select if the patch levels are current (yes or no selection).

Source IP! V This field hosts the one side of the conversation in question. Destination IP! V This field hosts the other side of the conversation that is in question. CPU Utilization over 24 hrs!

V This field holds an estimate for the CPU utilization on the server you are performing the sniffer trace on over the past 24 hours. Memory Utilization over 24 hrs! V This field holds an estimate for the Memory utilization on the server you are performing the sniffer trace on over the past 24 hours. Random / Reoccurring!

V This field allows you to specify if the problem is random or has been reoccurring. This will aid the NOC staff in troubleshooting the problem being investigated. Problem Description! V This field allows you to provide a detailed description of the problem you are noticing that has prompted the request for a sniffer trace.

Please be as specific as possible. Switch Name! V Name of the switch that traffic flows through for this server. Switch Ports!

V Ports on the switch that traffic flows through for this server. TCP Source Port! V A TCP port is an endpoint to a logical connection and the way a client program specifies a specific server program on a computer in a network. TCP Destination Port!

General NOC Request This form allows you to enter a general network related request for the NOC analysts. Please use this form only if your request does not fit the other categories (Concord Reports, Firewall Requests, or Sniffer Traces). Requested Date! Requested Time!

Change Control Number! CIRT Ticket Number! Cable Length! V Length of Cat 5 or Fiber cable needed for this request (if applicable). Instructions! V Detailed instructions explaining this request to the NOC.

Production Control There are two work request forms for Production Control: Job Run Request, and Batch Priority Upgrade. Job Run Request This form will allow the user to request the production control daily support team to demand in a non-scheduled job. Estimated completion time: One job "^3 1 hour, Two or more jobs "^3 2 hours Requested Run Date! V This field should be used to specify the date in which the job should be run. This allows the user to forecast jobs to be run by production control daily support. Requested Run Time!

V This field should be used to specify the time of day in which the job should be run. This also allows the user to plan outside of the 9: 00 am! V 3: 00 pm peak time on Genesis. Requested Job Name! Sched ID! V This field is used to identify any special CA 7 Schedule ID that should be used when production control runs the job.

If your job is not in CA 7, then you may leave this field blank. With Triggers?! V This selection will allow you to choose if the job should kick off any trigger jobs as outlined in the job stream for CA 7. If you wish for the job to kick off any trigger jobs, click yes. Otherwise, you may leave the field set to the default value of no. This field is required.

Estimated Run Length! V This field allows you to specify the estimated run length for the job. This will help production control daily support monitor for long-running jobs. If the job runs outside of the estimated run length, the job may be cancelled. Instructions! V This field allows you to specify any instructions for the production control daily support staff in running your job.

Reason / Description! V This field is for you to explain the purpose for requesting the job, and to give a description of what functions the job performs. General Production Control Request This form allows you to enter a general request for the Production Control analysts. Please use this form only if your request does not fit the Job Request category. Estimated completion time: dependent of request content. Requested Date!

Requested Time! V Time you wish the requested to be completed by. Change Control Number! CIRT Ticket Number! Instructions! V Detailed instructions explaining this request.

Reason / Description! V This field allows you to explain the purpose for this request. Tape Library There are four forms associated with tape library functions: add tape to library, tape copy request, call back request, and job run request. Add Tape to Library This form will allow you to request that a vendor tape, or outside tape be added to the tape library. Estimated completion time: 30 minutes. Volser!

V This field holds the volume serial number for the tape being added to the library. Expiration Date! V This field holds the expiration date for the tape being added to the library. Contents! V This field allows you to explain the contents of the tape. Instructions!

V This field allows you to provide any instructions for the tape librarian to follow when adding your tape to the library. Reason / Description! V This field allows you to explain the reason for having the tape added to the library. Call Back Request This form allows you to request a single tape, or a closed container from our off-site storage facility. If you have an emergency and need to call back a container, please contact the tape library during business hours or computer operations after hours via phone. Estimated completion time: Next business day (sooner for critical requests).

Tape / Container send out date! V This field allows you to specify the date the tape or container was sent off-site. This is usually the day after the creation date of the tape. Tape vols er / Container number! V This field allows you to specify the volume serial of the tape to be recalled.

If the container number is known, you may specify that here. Cost Center! V This field allows you to specify the cost center for the person requesting the tape or container. Any special fees incurred for requesting the tape and / or container back to Check Free before its scheduled return date will be billed back to the cost center specified here. DR?! V This field allows you to specify if the call back request is in relation to DR (Disaster Recovery).

This helps the tape librarian assess priority for fulfilling this request. Instructions! V This field allows you to provide any special instructions for the tape librarian to follow when the call back the requested tape or container. Reason / Description!

V This field allows you to explain the purpose for the tape / container call back request. Job Run Request This form allows you to schedule a job that requires a tape mount with the librarian. The types of jobs affected by this request are vendor jobs, program updates, etc. Estimated completion time: 24 hours. Requested Job Name! V This field allows you to specify that job name that will be ran.

This is a required field Sched ID! V This is the schedule id for CA 7 jobs that should be used when running the job. Estimated Run Length! V This field allows you to estimate the run length for the job. This allows the librarians to plan schedules around the job running. Estimated Number of Tape Mounts!

V This field allows you to estimate the number of tape mounts that will be required for the job. Instructions! V This field allows you to specify any special instructions the tape librarian should follow when the job is running. Reason / Description!

V This field allows you to explain the purpose for the job being run. Tape Copy Request This form allows you to request tape copies to be made for customers, or vendors. Please allow at least 24-hours for tape copy requests to be completed. Estimated completion time: Next business day.

Date Needed! V This field allows you to specify a date when the tape copies should be completed by. Copy Quantity! V This field allows you to specify the number of tape copies that are needed.

Media Type! V This field allows you to specify the media type to have the copies created on. Your choices are 3480 and 3490. Volser! V This field allows you to specify the volume serial number for the tape that is to be copied.

Dataset (s)! V This field allows you to specify what data sets should be copied to tape. Billable Cost Center! V This field allows you to specify a cost center to charge the shipping costs to for sending tape copies to customers.

Mailing Address! V This field allows you to specify the mailing address that the tapes should be sent to once complete. Instructions! V This field allows you to provide any special instructions for the tape librarian to follow when they create your tape copies. Reason / Description! V This field allows you to explain the reason for creating the tape copy.