[41462] in Resnet-Forum
Re: How do people communicate with other groups during outages>
daemon@ATHENA.MIT.EDU (Josh Tackitt)
Mon Nov 7 18:20:00 2016
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Date: Mon, 7 Nov 2016 14:15:57 -0800
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Josh Tackitt <tackittj@REED.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <CAJYsP4aEQk1_P+rQW+Yx4XHQqOgxcwPdFv002+NL2GZhwZA43w@mail.gmail.com>
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All of our I.T. staff use Slack. We have a #situation channel that all of
us monitor. If there is a potential outage we post it in #situation and
everyone is notified. Once everyone knows about the situation those who
are able to help will communicate about the details in our #general
channel. This prevents the #situation channel from blowing up everyone's
devices with alerts.
Student Help Desk staff are only single-channel guests in Slack and are not
part of the #situation channel. If they suspect an outage outside of
normal business hours they ping the full time Help Desk staff and we report
it in #situation.
One of the big benefits to Slack is that it is not hosted on-site. This
means that even if all of our on-campus systems fail we can communicate
from off-campus or via a cell connection using the same tool that we use
when everything is working.
After the outage is resolved a message is posted in #situation.
On Tue, Nov 1, 2016 at 5:34 AM, Bud Hiller <dhiller@bucknell.edu> wrote:
> Hey all,
>
> Happy Post-Halloween!
>
> We've had a couple of off hour outages recently (Moodle down at 8am on a
> Sunday, DHCP logs that filled up at 6:30pm on a Sat) and as always, our
> inter-group communication was abysmal. It was a hodge-podge of texts,
> vmails, emails, and hangouts between our students at the desk who took the
> original calls, our tech desk staff, tech support, network, systems . . .
>
> How do other people communicate with staff in different groups when
> systems go down during non-business hours? Do you have a standard method of
> getting 'I have no wifi' and 'Moodle's down' type of calls from the
> students at the tech desk, where they're reported, to the staff who can
> resolve the issue? Thanks.
>
> Bud Hiller
> Bucknell Univ
> Lewisburg, PA
> ___________________________________________________ You are subscribed to
> the ResNet-L mailing list.
>
> To subscribe, unsubscribe or search the archives, go to
> http://LISTSERV.ND.EDU/archives/resnet-l.html
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>
--
Reed College
Computer Hardware Services
ETC 114
503-788-6661
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<div dir=3D"ltr">All of our I.T. staff use Slack.=C2=A0 We have a #situatio=
n channel that all of us monitor.=C2=A0 If there is a potential outage we p=
ost it in #situation and everyone is notified.=C2=A0 Once everyone knows ab=
out the situation those who are able to help will communicate about the det=
ails in our #general channel.=C2=A0 This prevents the #situation channel fr=
om blowing up everyone's devices with alerts.<div><br></div><div>Studen=
t Help Desk staff are only single-channel guests in Slack and are not part =
of the #situation channel.=C2=A0 If they suspect an outage outside of norma=
l business hours they ping the full time Help Desk staff and we report it i=
n #situation.</div><div><br></div><div>One of the big benefits to Slack is =
that it is not hosted on-site.=C2=A0 This means that even if all of our on-=
campus systems fail we can communicate from off-campus or via a cell connec=
tion using the same tool that we use when everything is working.</div><div>=
<br></div><div>After the outage is resolved a message is posted in #situati=
on.</div><div><br></div><div><br></div></div><div class=3D"gmail_extra"><br=
><div class=3D"gmail_quote">On Tue, Nov 1, 2016 at 5:34 AM, Bud Hiller <spa=
n dir=3D"ltr"><<a href=3D"mailto:dhiller@bucknell.edu" target=3D"_blank"=
>dhiller@bucknell.edu</a>></span> wrote:<br><blockquote class=3D"gmail_q=
uote" style=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1e=
x"><div dir=3D"ltr"><div class=3D"gmail_default" style=3D"font-size:small;c=
olor:#000000">Hey all,=C2=A0</div><div class=3D"gmail_default" style=3D"fon=
t-size:small;color:#000000"><br></div><div class=3D"gmail_default" style=3D=
"font-size:small;color:#000000">Happy Post-Halloween!</div><div class=3D"gm=
ail_default" style=3D"font-size:small;color:#000000"><br></div><div class=
=3D"gmail_default" style=3D"font-size:small;color:#000000">We've had a =
couple of off hour outages recently (Moodle down at 8am on a Sunday, DHCP l=
ogs that filled up at 6:30pm on a Sat) and as always, our inter-group commu=
nication was abysmal. It was a hodge-podge of texts, vmails, emails, and ha=
ngouts between our students at the desk who took the original calls, our te=
ch desk staff, tech support, network, systems . . .=C2=A0</div><div class=
=3D"gmail_default" style=3D"font-size:small;color:#000000"><br></div><div c=
lass=3D"gmail_default" style=3D"font-size:small;color:#000000">How do other=
people communicate with staff in different groups when systems go down dur=
ing non-business hours? Do you have a standard method of getting 'I hav=
e no wifi' and 'Moodle's down' type of calls from the stude=
nts at the tech desk, where they're reported, to the staff who can reso=
lve the issue? Thanks.=C2=A0</div><div class=3D"gmail_default" style=3D"fon=
t-size:small;color:#000000"><br></div><div class=3D"gmail_default" style=3D=
"font-size:small;color:#000000">Bud Hiller</div><div class=3D"gmail_default=
" style=3D"font-size:small;color:#000000">Bucknell Univ</div><div class=3D"=
gmail_default" style=3D"font-size:small;color:#000000">Lewisburg, PA</div><=
/div>
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You are subscribed to the ResNet-L mailing list.
<p>
To subscribe, unsubscribe or search the archives,
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______________________________<wbr>_____________________
</p></blockquote></div><br><br clear=3D"all"><div><br></div>-- <br><div cla=
ss=3D"gmail_signature" data-smartmail=3D"gmail_signature"><div dir=3D"ltr">=
<div>Reed College</div><div>Computer Hardware Services</div><div>ETC 114</d=
iv><div>503-788-6661</div></div></div>
</div>
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