[41464] in Resnet-Forum
Re: How do people communicate with other groups during outages>
daemon@ATHENA.MIT.EDU (Wendy Worlund)
Tue Nov 8 14:26:03 2016
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Date: Tue, 8 Nov 2016 13:20:46 -0600
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Wendy Worlund <wendy.worlund@UAH.EDU>
To: RESNET-L@listserv.nd.edu
In-Reply-To: <CAFp8_RB6wOipqJOTd8zv4LiiStDujOWMkoQg5JzWovCB4MXUjg@mail.gmail.com>
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We're a G Suite shop (I'm trying to force myself to use "G Suite" instead
of "Google Apps;" that is a difficult habit to break). Google Apps is down
so rarely that we can usually email and use Hangouts when other systems are
offline. If the network is down, many of us still have access to email and
hangouts on our phones. If Google Mail or Google Hangouts is down, we use
whatever Google Apps isn't down or do revert to calling or texting each
other.
Our university uses Blackboard Connect for "UAlert" emergency outage
notices. We've looking into setting up another instance of Connect just for
OIT outage announcements that are opt-in. We didn't go through with it
because it was extra $ and there was a concern that our users would confuse
the two and/or miss an important emergency notification.
Social media *has* been used in a pinch...
Wendy Worlund
Manager of Client Services
UAH - Office of Information Technology
VBH C14
(256) 824-2616
wendy.worlund@uah.edu
On Mon, Nov 7, 2016 at 4:15 PM, Josh Tackitt <tackittj@reed.edu> wrote:
> 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
>> ___________________________________________________
>>
>
>
>
> --
> Reed College
> Computer Hardware Services
> ETC 114
> 503-788-6661
> ___________________________________________________ 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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<div dir=3D"ltr">We're a G Suite shop (I'm trying to force myself t=
o use "G Suite" instead of "Google Apps;" that is a dif=
ficult habit to break). Google Apps is down so rarely that we can usually e=
mail and use Hangouts when other systems are offline. If the network is dow=
n, many of us still have access to email and hangouts on our phones. If Goo=
gle Mail or Google Hangouts is down, we use whatever Google Apps isn't =
down or do revert to calling or texting each other.<div><br></div><div>Our =
university uses Blackboard Connect for "UAlert" emergency outage =
notices. We've looking into setting up another instance of Connect just=
for OIT outage announcements that are opt-in. We didn't go through wit=
h it because it was extra $ and there was a concern that our users would co=
nfuse the two and/or miss an important emergency notification.</div><div><b=
r></div><div>Social media=C2=A0<i>has</i>=C2=A0been used in a pinch...</div=
></div><div class=3D"gmail_extra"><br clear=3D"all"><div><div class=3D"gmai=
l_signature" data-smartmail=3D"gmail_signature"><div dir=3D"ltr"><div><div =
dir=3D"ltr"><br>Wendy Worlund<br>Manager of Client Services<br>UAH - Office=
of Information Technology<br>VBH C14<br>(256) 824-2616<br><a href=3D"mailt=
o:wendy.worlund@uah.edu" target=3D"_blank">wendy.worlund@uah.edu</a></div><=
/div></div></div></div>
<br><div class=3D"gmail_quote">On Mon, Nov 7, 2016 at 4:15 PM, Josh Tackitt=
<span dir=3D"ltr"><<a href=3D"mailto:tackittj@reed.edu" target=3D"_blan=
k">tackittj@reed.edu</a>></span> wrote:<br><blockquote class=3D"gmail_qu=
ote" style=3D"margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex=
"><div dir=3D"ltr">All of our I.T. staff use Slack.=C2=A0 We have a #situat=
ion channel that all of us monitor.=C2=A0 If there is a potential outage we=
post it in #situation and everyone is notified.=C2=A0 Once everyone knows =
about the situation those who are able to help will communicate about the d=
etails in our #general channel.=C2=A0 This prevents the #situation channel =
from blowing up everyone's devices with alerts.<div><br></div><div>Stud=
ent Help Desk staff are only single-channel guests in Slack and are not par=
t of the #situation channel.=C2=A0 If they suspect an outage outside of nor=
mal business hours they ping the full time Help Desk staff and we report it=
in #situation.</div><div><br></div><div>One of the big benefits to Slack i=
s that it is not hosted on-site.=C2=A0 This means that even if all of our o=
n-campus systems fail we can communicate from off-campus or via a cell conn=
ection using the same tool that we use when everything is working.</div><di=
v><br></div><div>After the outage is resolved a message is posted in #situa=
tion.</div><div><br></div><div><br></div></div><div class=3D"gmail_extra"><=
br><div class=3D"gmail_quote"><span class=3D"">On Tue, Nov 1, 2016 at 5:34 =
AM, Bud Hiller <span dir=3D"ltr"><<a href=3D"mailto:dhiller@bucknell.edu=
" target=3D"_blank">dhiller@bucknell.edu</a>></span> wrote:<br></span><d=
iv><div class=3D"h5"><blockquote class=3D"gmail_quote" style=3D"margin:0 0 =
0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir=3D"ltr"><div c=
lass=3D"gmail_default" style=3D"font-size:small;color:#000000">Hey all,=C2=
=A0</div><div class=3D"gmail_default" style=3D"font-size:small;color:#00000=
0"><br></div><div class=3D"gmail_default" style=3D"font-size:small;color:#0=
00000">Happy Post-Halloween!</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">We've had a couple of off hour outages =
recently (Moodle down at 8am on a Sunday, DHCP logs that filled up at 6:30p=
m on a Sat) and as always, our inter-group communication was abysmal. It wa=
s 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 . . .=C2=A0</div><div class=3D"gmail_default" style=3D"f=
ont-size:small;color:#000000"><br></div><div class=3D"gmail_default" style=
=3D"font-size:small;color:#000000">How do other people communicate with sta=
ff in different groups when systems go down during non-business hours? Do y=
ou have a standard method of getting 'I have no wifi' and 'Mood=
le'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.=C2=A0=
</div><div class=3D"gmail_default" style=3D"font-size:small;color:#000000">=
<br></div><div class=3D"gmail_default" style=3D"font-size:small;color:#0000=
00">Bud Hiller</div><div class=3D"gmail_default" style=3D"font-size:small;c=
olor:#000000">Bucknell Univ</div><div class=3D"gmail_default" style=3D"font=
-size:small;color:#000000">Lewisburg, PA</div></div>
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</p></blockquote></div></div></div><span class=3D"HOEnZb"><font color=3D"#8=
88888"><br><br clear=3D"all"><div><br></div>-- <br><div class=3D"m_88509894=
98403880231gmail_signature" data-smartmail=3D"gmail_signature"><div dir=3D"=
ltr"><div>Reed College</div><div>Computer Hardware Services</div><div>ETC 1=
14</div><div><a href=3D"tel:503-788-6661" value=3D"+15037886661" target=3D"=
_blank">503-788-6661</a></div></div></div>
</font></span></div><div class=3D"HOEnZb"><div class=3D"h5">
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</p></div></div></blockquote></div><br></div>
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