[139952] in North American Network Operators' Group
Re: Outage Management/Log Book
daemon@ATHENA.MIT.EDU (Payam Poursaied)
Mon Apr 25 13:30:33 2011
In-Reply-To: <1951D25F-7EE6-44F0-915D-78CC7D21ABAC@stluke.com.ph>
Date: Mon, 25 Apr 2011 22:00:25 +0430
From: Payam Poursaied <me@payam124.com>
To: Nathanael Cariaga <nccariaga@stluke.com.ph>
Cc: "<nanog@nanog.org>" <nanog@nanog.org>
Errors-To: nanog-bounces+nanog.discuss=bloom-picayune.mit.edu@nanog.org
Hi
Otrs seems to be a ticketing system. We are using RT (bestpractical)
as our ticketing system and our monitoring guys use RT to issue a
trouble ticket to our maintenance team.
Sometimes something happened by our upstream provider and for example
in less than 7 minutes resolved.
In all cases monitoring staff log the start time, type of failure and
resolved time in thei log-book. Later they tried to put these data
including the affected sites and it would be used to create mane
reports regarding sites uptime.
S I'm looking for an application with very easy and handy interface to
simulate their log book for outages.
I can create some custom fields in our RT to maintain these data, but
there are some problems:
1- not all of the incidents are recorded in our ticketing system,
because they should be followed by someone out of our system
2- some problems may get resolved in a few minutes, I.e. By. Phone
call. So, creating a ticket may not make sense.
3- the interface of RT is not good enough to be used as a fast
log-book system for our outage
On Monday, April 25, 2011, Nathanael Cariaga <nccariaga@stluke.com.ph> wrot=
e:
> Have you tried otrs?
>
>
>
> On Apr 25, 2011, at 6:47 PM, "Payam Poursaied" <me@payam124.com> wrote:
>
>> Hi all
>> May I have your recommendation =A0regarding any outage management softwa=
re and NOC log book(preferably open source) .
>> I want to get fresh ideas about available software in this area.
>>
>> The below scenario may explain what I am looking for:
>> One of the sites gets down, monitoring team would log it. Technical staf=
fs follow it, they find there is something wrong
>> in the site. Someone gets to the site and find there is a power failure.=
Make it correct. Monitoring team again see that
>> site UP and update their log book put the recovery time and the reason (=
i.e. power failure)
>> One of the simplest report from this system would be downtime per site/p=
er reason.
>>
>> The ability to record group outage - manually or automatically based on =
network topology - (i.e. failure of a core
>> router in a city which would be caused several sites failure) would be a=
lso useful.
>>
>> Best Regards
>> Payam Poursaied
>>
>>
>
