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onboarding:ticketer:ofn_incident_-_workflow [2019/09/26 17:59] – pmurphyonboarding:ticketer:ofn_incident_-_workflow [2021/06/25 10:09] (current) – external edit 127.0.0.1
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 +====== OFN Incident Workflow ======
 +
 +Author: Paddy Murphy
 +
 +
 +The OFN Incident Workflow is used for OFN (Optical Fiber Networks) tickets and open imported iNOC tickets.
 +{{:onboarding:ticketer:ofn_incident_workflow.png}}
 +
 +  * **Start state:** New OFN Incident
 +  * **End state:** Resolved Auto Close
 +
 +
 +===== OFN Forms automatically added =====
 +==== New OFN Incident State ====
 +
 +Different forms are added depending on the type of OFN Ticket created; currently there are three different types. Logic for form addition is in the 'New OFN Incident' groovlet.
 +
 +**NetAce Auto Ticket** - API POST - Ticket created by netace_auto
 +  * OFN SNMP Trap
 +  * OFN Information Form
 +
 +**Netace Manual Ticket** - API POST - Ticket created by netace_manual
 +  * OFN Information Form
 +
 +**IDMS Manual Ticket** - Manually created in Ticketer by any user
 +  * OFN Incident Report Form
 +
 +
 +==== Under Investigation Tier 1 State ====
 +OFN NOC Form added
 +
 +==== Field Tech Dispatch State ====
 +OFN Field Tech Dispatch Form added
 +
 +
 +==== RFO Required State ====
 +OFN RFO Form added
 +
 +
 +===== OFN Auto Close =====
 +If an OFN ticket is in the "OFN Incident Resolved" or "RFO Issued" state for 24 hours is is automatically moved to the "Resolved Auto-Close" state. Logic is in the "OFN Auto Close" groovlet. 
 +
 +
 +
 +===== OFN Forms =====
 +==== OFN Information Form ====
 +{{:onboarding:ticketer:ofn_information_form.png}}
 +
 +This form uses the new Ticketer tree component. Entity tree "Data Groovlet" populates the tree components and assigns labels. Default label name is Unknown,if a label has Unknown the information is not available. The tree component groovlet populates the Entity Field. Clicking on a label displays the relevant data.
 +
 +
 +
 +==== OFN NOC Form ====
 +{{:onboarding:ticketer:ofn_noc_form.png|}}
 +
 +The "OFN NOC Form" gathers general information that is common to all issue types. An additional "OFN Issue .." form is added When the "OFN NOC Form" is saved; the logic for this is in the "OFN NOC FORM" on save groovlet. The following forms should be added when an issue type is selected are:
 +
 +  * Alarm Trap - No form added
 +  * Hard Down - OFN Issue Hard Down
 +  * Bounce - OFN Issue Bounce
 +  * Errors - OFN Issue Errors
 +  * Low Light Levels - OFN Issue Low Light Levels
 +  * High Latency - OFN Issue High Latency
 +  * IP related - OFN Issue IP related
 +
 +
 +==== OFN RFO Form ====
 +{{:onboarding:ticketer:ofn_rfo_form.png|}}
 +
 +The RFO (Reason for Outage) is used to gather information about the outage. The resolution drop down lists are dynamically populated depending what is chosen in the previous drop down list. The "RFO Root Cause" field is automatically populated depending on what resolution values are selected.This information in this form is used to generate a "OFN Reason for Outage" email.
 +
 +===== OFN Email Templates =====
 +{{:onboarding:ticketer:iterated_email_template.png|}}
 +
 +The OFN email templates use the new iterated email feature; the Iterated email checkbox is used to enable this. It allows the relevant customers to be informed about their services that are impacted. The "Iterated Template Data" field must be filled in to use this feature; this returns a list of customers and what effected elements. The iterated email uses a customer to identify what services are impacted. As there is a potential for an issue to affect hundreds of customers an Aysnc Email feature was developed. Emails are queued in RabbitMQ before sending. This feature is enabled using the "Async Alarm" checkbox.
 +
 +{{:onboarding:ticketer:iterated_email_recipients.png}}
 +
 +The affected customers can be viewed in the email preview recipients dropdown list. If there are no customers assigned the fallback email address is used; a user can change this before sending email.
 +
 +{{:onboarding:ticketer:email_template_example.png|}}
 +
 +We now have the ability to design email templates using HTML & CSS. OFN email templates use the OFN style. A new style can be added in Ticketer Admin using the "Email Styling Admin" controller. See example ONF email template preview above.
 +
 +
 +===== OFN API Documentation =====
 +[[https://extenetqa.errigal.com/adapter/netace/docs/netace-adapter-api.html|ExteNet QA Netace API]]
  

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