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support:support_and_watchdog_rota
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| support:support_and_watchdog_rota [2021/06/25 10:09] – external edit 127.0.0.1 | support:support_and_watchdog_rota [2021/09/27 12:21] (current) – 10.5.5.90 | ||
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| ====== Support & Watchdog Rota ====== | ====== Support & Watchdog Rota ====== | ||
| - | Author: Michelle McCausland | + | Author: Michelle McCausland |
| + | Updated: Loughlin Moore | ||
| ===== Introduction ===== | ===== Introduction ===== | ||
| The support and watchdog rotas were created to ensure coverage of these tasks over the week. The Operations team are responsible for the support and watchdog rotas. | The support and watchdog rotas were created to ensure coverage of these tasks over the week. The Operations team are responsible for the support and watchdog rotas. | ||
| - | These rotas are updated every Monday morning and can be reviewed on the [[https:// | + | These rotas can be reviewed on the [[https:// |
| ===== Support Rota ===== | ===== Support Rota ===== | ||
| - | Check support emails from the previous day - create support tickets as needed | + | Check support emails from the previous day and check all Triage Queues in ScottyPro for the duration |
| - | **Note:** Use Jira for Internal Support, Use ScottyPro for ExteNet, American Tower and CTS. | + | See [[supportrequestpage:support_request|]] |
| - | Check support emails throughout the time you are on the rota and make sure tickets are created and assigned accordingly - check if similar ticket exists already. | + | **Note:** Use Jira for Internal Support Tickets ( Workflow Application Support ) |
| ===== Watchdog Rota ===== | ===== Watchdog Rota ===== | ||
| - | * Ensure | + | * Ensure |
| * Responsible for investigating watchdogs during your time on the rota | * Responsible for investigating watchdogs during your time on the rota | ||
| * If a watchdog comes in and hasn't cleared in 30 minutes, red alert! It needs investigation | * If a watchdog comes in and hasn't cleared in 30 minutes, red alert! It needs investigation | ||
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| Note: The requirements of the support and watchdog rota may change from time to time so be sure to check the rota sheet regularly. | Note: The requirements of the support and watchdog rota may change from time to time so be sure to check the rota sheet regularly. | ||
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| + | * [[resolution_area: | ||
| + | * [[resolution_area: | ||
support/support_and_watchdog_rota.1624612196.txt.gz · Last modified: 2021/06/25 10:09 by 127.0.0.1
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