http://3.86.49.49/ 2026-04-17T11:55:25+00:00 http://3.86.49.49/ http://3.86.49.49/lib/tpl/docnavwiki/images/favicon.ico text/html 2023-06-22T15:54:50+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:add_new_mdc_sync&rev=1687445690&do=diff MDC Sync Setup Instructions Author: Paddy Murphy Overview Performance and Configuration syncs need to be set up to populate widgets in EMS-Nova. Instruction below are for a SEO environment where snmp port forwarding is used. You will still need to verify the snmp settings are correct where port forwarding is not used. Syncs are set up at the controller level. Before you start you will need a connection to the rdf database. text/html 2022-09-16T11:30:50+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:add_user_to_text_alerts&rev=1663324250&do=diff Add New User to Text Alerts Author: Eoin Hearne Add to Watchdog Groovlet Our watchdog system, running on cerberus server, is set up to send a text alert for critical alarms. This process is handled by a groovlet in the cerberus ticketer database. text/html 2025-01-08T17:27:19+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:alarm_sync_failures&rev=1736357239&do=diff Author: Paddy Murphy This wiki was created to assist if you encounter issues with Alarm Sync. Please note that an Alarm Severity Sync should be run before an Active Alarm Sync Troubleshooting Checklist * Verify that you can login into the Controller and successfully reach a landing page with data. Some Controllers can only be accessed through a text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:american_tower_-_brocade_and_mikrotik&rev=1624612196&do=diff Brocade and Mikrotik Overview These technologies represent Switches and Routers. When these systems were initially loaded into the IDMS, there were done so as child elements of the Ruckus CGWF controllers. The reason for this is because each Ruckus CGWF site is made up of a number of Access Points (AP's), Core Routers (CR's) and Core Switches (CS's), with the AP's being Wi-Fi and the CR's/CR's being routers and switches respectively. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:american_tower_-_ruckus&rev=1624612196&do=diff Ruckus Smart Zone Overview The implementation of the Ruckus technology on American Tower differs from the implementation of a traditional technology in several ways. Each Ruckus controller sends its traps to a single, centralised controller which then forwards the traps onto the Errigal. Because of this, all Ruckus traps are received from a single IP address which is the IP address of the centralised controller: text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:atc_availability&rev=1624612196&do=diff ATC Availability Reports Reports * Availability Raw Data * . BreakDown /List of Alarms – Quite Heavy, should only be run for a specific site or for a short period (e.g. 2 days) * Availability Report by Region - 1 report for the whole system, can be filtered by regions text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:atc_ticket_escalation_process&rev=1624612196&do=diff ATC Ticket Escalation Process Introduction ATC's technical support staff have a standard operational time of 7 AM to 8 PM 5 days a week, Monday to Friday. ATC need to ensure that service affecting outages and issues are still responded to appropriately and efficiently out of hours. ATC provide this cover by having a TSE(Technical Service Engineer) on-call. The TSE on call is rotated amongst the technical support staff in ATC each week. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:available_amchart_4_report_settings&rev=1624612196&do=diff Axis Add new Axis builder.addXAxis(new Axis()) builder.addYAxis(new Axis()) Axis Fields * type * AxisType.CategoryAxis * AxisType.ValueAxis * AxisType.DateAxis text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:backing_up_a_table&rev=1624612196&do=diff Backing Up A Table Author: Michelle McCausland * In the command line or in putty navigate to the home/scotty level of a database. (In this instance I am on Errigal QA - qadb2.err). * It is important to back up tables on the slave system as opposed to the master to prevent any load/locking issues. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:component_discovery&rev=1624612196&do=diff A customer reports that a Controller is not visible in the Component Discovery drop down list. The relevant fields to check are: * http_session_manager_configuration_id * remote_system_info_discovery_configuration_id Find a controller with the same technology that appears in the Component Discovery drop down list and compare the fields listed above. Update if values are null or are different from from the second Controller text/html 2024-05-30T15:11:27+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:critical_text_management&rev=1717078287&do=diff [[support:Critical Text Management]] Two forms of critical notifications exist 1. Critical@errigal.com 2. Watchdog Critical notifications. A cross-team notification list maintained by <https://www.world-text.com/>. - Username is in ErrigalSupport, Password is in the IT Management pwSafe. text/html 2023-01-29T21:25:13+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:customercontact&rev=1675027513&do=diff Customer Contacts * ATC * ExteNet * Netrio * SCO * KLA text/html 2024-04-12T12:36:45+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:customer_wireguard_configuration&rev=1712921805&do=diff Configure Wiregaurd Client for Customers Author: Eoin Hearne Introduction We have customers that cannot connect to their network through a public network. Customers that have an Errigal device (Edge) deployed in their network can utilise the wiregard network config to tunnel into their network. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:daily_status_report&rev=1624612196&do=diff Daily Applications Status Report Author: Cathal O'Keeffe The Daily Applications Status Report is an email that is sent out from each of the application servers each day. It contains a list of exceptions that occurred in each application as well as data on potential trap parsing issues. text/html 2023-02-15T15:19:37+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:dealing_with_emails&rev=1676474377&do=diff Dealing With Emails Author: Michelle McCausland Updated: Loughlin Moore Note: The below content was written before the Support Request App was introduced but is relevant for times we do have to respond or send an email to the customer. The section on content is valuable advice for updates added in the Ops tickets. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:device_missing_alarm_handling&rev=1624612196&do=diff Device Missing Alarm Handling Author: Yanjun Wang Device Missing Alarm Device Missing Alarm from the IDMS is to alert users that a trap was received and processed which referenced an unknown child network element. Unknown meaning there is no such child element under the particular controller in the SNMP-Manager knowledgebase. (this alarm can be assigned to the controller level at this stage depending on the trap rule) text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:dig_portal&rev=1624612196&do=diff Dig Portal * Restarting the Dig Portal * Dig Portal Connection Guide text/html 2023-01-28T23:20:29+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:errigal_support_reports&rev=1674948029&do=diff ====== Errigal Support Reports ====== Author: Michelle McCausland Updated: Loughlin Moore NOTE: Report is now automated, I will add details on how to run report soon. The below information is no longer applicable ===== Introduction ===== The Errigal support reports, or internal support reports, are used to provide an overview of the active tickets from the previous week eg. tickets opened, tickets closed, ticket aging, total backlog etc. text/html 2023-02-14T16:32:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:extenet&rev=1676392376&do=diff ExteNet Time Zone - Central Escalation Order * ExteNet NOC: +1 866 892 5327 * Leo: +1 708 710 8012 * Lea: +1 708 870 0105 * Matt Simpson: +1 847 878 4320 text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:extenet_-_mnet&rev=1624612196&do=diff mNET Technology Author: Paddy Murphy Overview mNET is a system that allows 4G-LTE services to be provided to rural areas in the US, there is also a migration path for 5G. mNET can support standalone rural networks, private and virtual private wireless networks, network expansion and wireless roaming, integrated LTE and Wi-Fi networks and multi-carrier small cell networks. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:extenet_approval_process_-_feb_2018&rev=1624612196&do=diff ExteNet Approval Process text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:extenet_support_reports&rev=1624612196&do=diff Extenet Support Reports Author: Michelle McCausland Updated: Loughlin Moore NOTE: This report is no longer run, Keith runs the ExteNet Combined report each Friday for Mondays call A delta report showing if any new ticket or ticket changes status is sent to Keith before the call on Monday so he can update his priority sheet. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:fa_codes&rev=1624612196&do=diff FA Code * FA codes are used to identify equipment for traps forwarded to AT&T. * The FA code refers to the carrier_hub_id in the network_element table. * FA codes are set at the Controller level See trap forwarding for detailed information on this subject. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:form_creation&rev=1624612196&do=diff Form Creation Author: Michelle McCausland Form Template Document When a customer requests any work relating to forms i.e. form creation, form modification, it is necessary for them to fill in a form template document. The aim of this document is to allow the customer to accurately convey requirements for form creation to us. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:general_resolutions&rev=1624612196&do=diff General Resolutions General resolutions are a category of general tips/tricks or observations and how to resolve them ranging from server service tips to deployment hacks. The goal is to provide a findable category of problems which have been encountered before and can be resolved text/html 2023-06-28T10:12:16+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:guardian&rev=1687943536&do=diff Guardian SNMP Traps Link to latest version of Guardian Mib: MIB Query to return guardian traps select * from trap where name_oid like '.1.3.6.1.4.1.33582.200%' order by id desc limit 10; Query to return guardian trap rules. select * from trap_rule where trap_oid like '.1.3.6.1.4.1.33582.200%'; text/html 2023-02-21T14:29:49+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:importantdistro&rev=1676989789&do=diff Important Groups/Addresses * Support@errigal.com * noreply@errigal.com * fallbacknotification@errigal.com * scofallback@errigal.com * notifications@errigal.com * errigalticketnotification@errigal.com * dailyexceptions@errigal.com * text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:information_radiator&rev=1624612196&do=diff Information Radiator PI Radiators Author: Colm Carew The information radiator is ran from the WiFi so it is in the 10.5.5.X range. The IP is set statically to be 10.5.5.100 and the user is pi so to connect to it from a terminal # Ensure you are connected to the WiFi ssh pi@10.5.5.10 text/html 2022-11-28T12:33:46+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:introduction_to_scotty_pro&rev=1669638826&do=diff Introduction to ScottyPro Author: Michelle McCausland Updated: Loughlin Moore (July 2019) ScottyPro Ticketer ScottyPro is a version of the Ticketer IDMS application that is used for support ticketing. The main difference between the IDMS Ticketer and ScottyPro is the use of the Kanban board view. text/html 2022-12-05T21:27:02+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:jira_template&rev=1670275622&do=diff Jira Templates - Standard format Below are the details on how to use the chrome extension to apply a template when creating a Jira ticket. There will be less need to clone tickets going forward. Make sure you are using the latest version of the extension. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:kla_server&rev=1624612196&do=diff Public IP for sending traps to: 3.90.121.19 klaapps1.err klapps2.err klalb1.err KLA has its own RDF and is own their own aws account (Access details on PW SAFE) With EC2 Instances on Private IPs (Aws KLA) lb1 172.31.69.130 ems 172.31.75.184 apps2 172.31.74.23 apps1 172.31.64.42 rdfesk 172.31.73.186 rdfoat2 172.31.64.90 rdfoat1 172.31.78.251 rdfrmq 172.31.73.47 (edited) text/html 2022-06-15T11:41:55+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:kla_ticket_escalation_process&rev=1655289715&do=diff KLA Ticket Escalation Process Introduction KLA's technical support staff have an operation time of 24×7 at Ford and need a system that will automatically escalte untouched tickets to a primary and a secondary on-call staff member. The escalation process is to be able to send a text and email to the primary on-call after 30 mins of a ticket's inactivity. After an additional 30 minutes, text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:login_credentials_for_controllers&rev=1624612196&do=diff Login Credentials for Controllers Author: Michelle McCausland If you cant find the correct Login Credentials below they may be stored in the SnmpManager master_controller_login table. Commscope Username: factory Password: ION4you2 Username: test Password: test text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:logs_backup_process&rev=1624612196&do=diff Logs Backup Process Author: Michelle McCausland When an outage occurs it is important to run the outage scripts that we have in place. These outage scripts take a backup of all relevant logs, heap and thread dumps and store them in a secure location to be used for investigation later. text/html 2022-04-01T11:59:28+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:monthly_co-ordination_tickets_-_billing_reporting&rev=1648810768&do=diff Operations Co-ordination and Management - Monthly Tickets Author: Dave Updated By Stephanie Updated By Loughlin Nov 2020 We have started creating “Operations Co-ordination and Management” tickets on our customers in an effort to try track unticketed support time to general tickets. We heard a lot of feedback about a lot of tasks that require < 15 minutes not needing tickets. I think this could help. text/html 2023-03-24T15:52:57+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:nova_threshold_alarms&rev=1679673177&do=diff Nova Threshold Alarms Author: Paddy Murphy Overview Threshold alarms allow a user to set a threshold on any Nova variable. If the threshold value is breached a ticket will be automatically generated. Query to return all thresholds select tr.id, e.entry_point_id, t.discovered_name, t.technology, e.technology_version, e.on_air, tr.operator , tr. parameter_key, t.alarm_level, tr.value, tr.breached from orchestrator.threshold_rule tr join orchestrator.threshold t on t.simple_thres… text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:on_air_status&rev=1624612196&do=diff Remove On Air Status Values Author: Paddy Murphy Two ON Air status that were removed from ExteNet by Operations are re-populated every time the Snmp Manager is restarted as the values auto populated from the Bootstrap.groovy file. List On Air Status Values text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:outage_process_backups&rev=1624612196&do=diff Outage Process Backups Author: Colum Foskin, Edited by: Michelle McCausland Summary In the event of application outages it is necessary to run the outage scripts to gather data related at the time of the incident to refer back to at a later date. text/html 2021-09-15T09:29:09+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:percona&rev=1631694549&do=diff Percona Percona is a tool that aids us in creating database backups. There is a playbook in the database-setup project that can install it on a target server and there is work ongoing to automate the backups. Percona is useful for very large databases as it is much quicker than using standard mysqldump files to backup databases. One thing to make note of though is that you will need enough space on the disk to hold a complete backup or mirror of the mysql data directory. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:pm_of_poles_guideline&rev=1624612196&do=diff PM of Poles Guideline Author: Yanjun Wang ExteNet requested a Planned Maintenance process for their poles in CA which is different from their normal PM process. The information of these poles will be collected by their contractors and recorded in spreadsheets. We have developed an Import Tool mainly used for loading the pole info from spreadsheets and create tickets for poles in Ticketer (the pole info will be recorded in the forms of tickets). The infractions of each pole which collected in t… text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:proxy_setup&rev=1624612196&do=diff server { listen 80; server_name crcreports.errigal.com; rewrite ^/(.*) https://crcreports.errigal.com/$1 permanent; location / { proxy_pass http://10.91.100.138:80/; } } server { listen 80; server_name atcreports.errigal.com; rewrite ^/(.*) https://atcreports.errigal.com/$1 permanent; location / { proxy_pass http://10.91.100.138:80/; } text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:rca_doc_guidelines&rev=1624612196&do=diff RCA Document Guidelines Author: Michelle McCausland Root cause analysis documents or RCAs are requested by the customers following outages that may happen to applications. Once a formal RCA has been requested we are required to send this document to the customer within 20 business days of the incident being reported. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:re-add_deleted_form_in_ticketer&rev=1624612196&do=diff Re-Insert Ticket Form A customer sometimes asks for a deleted NOC Form to be re-added to a ticket. When a form is deleted an active boolean in the ticket_change table is set to false. The steps to re-add a form are: * Find the relevant ticket_change ID using the ticket_id field and contents field to identity correct form. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:re-insert_ticket_form&rev=1624612196&do=diff Re-Insert Ticket Form A customer sometimes asks for a deleted NOC Form to be re-added to a ticket. When a form is deleted an active boolean in the ticket_change table is set to false. The steps to re-add a form are: * Find the relevant ticket_change ID using the ticket_id field and contents field to identity correct form. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:remote_ticket&rev=1624612196&do=diff --- Anna Dowling 2020/03/27 06:11 Remote Ticket / Scheduler Information Link to slidedeck from show and tell: <https://docs.google.com/presentation/d/1r9n-maHimEtVwyA1oSzeOfzekUmlc-wF2lJ8oewe1qI/edit> Link to relevant queue on Rabbit: <http://atclb1.atc:15672/#/queues/ems/remote.ticket.dead.letter.queue> <http://extlb.ext:15672/#/queues/ems/remote.ticket.dead.letter.queue> * RemoteTicket Refactor Documentation: <https://docs.google.com/document/d/1BQ_apl92w5VtSmreIdwMJslkMUiUuTT48r9BhUx3… text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:remote_ticket_troubleshooting&rev=1624612196&do=diff Remote Ticket Troubleshooting --- Anna Dowling 2019/01/25 02:12 This wiki was created to assist if you encounter issues with remote ticket creation, particularly after a database re-init of a QA environment. Troubleshooting Checklist * DNS suffix was not included in the reinit script / environment configuration host name is wrong. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:reporting_manager&rev=1624612196&do=diff Reporting Manager * Report Writing Gotchas * Report Code Block Comment text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:report_checklist&rev=1624612196&do=diff Report Creation Author: Michelle McCausland Report Template Document When a customer requests any work relating to reports i.e. report creation, report modification, it is necessary for them to fill in a report template document. The aim of this document is to allow the customer to accurately convey requirements for report creation to us. text/html 2023-01-29T21:39:46+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:resolutions&rev=1675028386&do=diff See Resolution Area text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:row&rev=1624612196&do=diff ROW missing Cascade/ExteNet ID dropdown value Author: Paddy Murphy If a support request comes to investigate why a value is missing from the Cascade/ExteNet ID drop down list in the ROW(right of way) application check that the values listed below are assigned. text/html 2023-02-14T16:26:58+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:scottyprosupport_reports&rev=1676392018&do=diff coming soon text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:scottypro_architecture&rev=1624612196&do=diff ScottyPro Ticketer Environment Author: Avi D' Silva The current ScottyPro Ticketer runs on an AWS instance, and it was being pointed to using an Iframe. This entry documents all the changes that were done to move away from the Iframe approach and use the text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:scotty_main&rev=1624612196&do=diff * Introduction to Scotty Pro * ScottyPro Support Forms * Operations Ticket Summary * ScottyPro Support Workflow * Scotty Pro Reporting * Scotty Pro QA text/html 2023-03-07T11:32:31+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:scotty_pro_support_forms&rev=1678188751&do=diff ScottyPro Support Forms and Important Fields Updated: Loughlin Moore Introduction This page contains details about the forms used on support tickets in ScottyPro. ---------- Important Fields * Summary * Latest Update * Estimate Support Request Details Form text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:scotty_pro_support_workflows&rev=1624612196&do=diff ScottyPro Support Workflow Author: Loughlin Moore (July 2019) Updated: Loughlin Moore (February 2020) Introduction This page outlines the workflows used in the support process on ScottyPro. Each customer has its own workflow in Scotty Pro. Current Workflows text/html 2023-01-27T14:27:51+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:scotty_pro_visibilities&rev=1674829671&do=diff Scotty Pro Visibilities Author: Michelle McCausland Updated: Loughlin Moore Introduction This page outlines the support visibilities used in Scotty Pro. ---------- Support Visibilities All of the support-related visibilities in Scotty Pro are contained under the Support visibility. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:scotty_reporting&rev=1624612196&do=diff Working in progress text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:setup_open_vpn_2018_edition&rev=1624612196&do=diff * Download Google Authenticator iOS or Android * Go to <https://olympus.err:943/> * Login with admin login credentials * Scan barcode by Google Authenticator * Check new OpenVPN entry in your Google Authenticator with admin account name * Click “I Scanned the QR code” button text/html 2021-11-16T17:07:17+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:site_tracker&rev=1637082437&do=diff ExteNet Site Tracker Important Tips Database Query Example SELECT ne.id, ne.name, ne.jde_contract_id as 'Site Tracker Revenue Product Id', ne.circuit_id, stpc.identifier as 'Site Tracker Project Identifier', stpc.id as 'Site Tracker Project Id', stpc.name as 'Site Tracker Project Name', stsc.identifier as 'Site Tracker Site Identifier', stsc.name as 'Site Tracker Site Name', stpc.identifier as 'Site Tracker Program Name', stpc.name as 'Site Tracke… text/html 2025-05-09T10:24:47+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:small_customer_offering_sco&rev=1746782687&do=diff The Small Customer Offering (SCO)environment, branded to customers as MyNocInABox, is Errigal's 'plug and play' solution for attending smaller customers. Errigal takes care of the general system maintenance and multiple customers use the same system. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:snmpmanager_configuration&rev=1624612196&do=diff TrapCountThreshold runs as a Quartz job and can be seen via the controller (/SnmpManager/quartz/list) or as a config entry: select * from snmp_manager.QRTZ_CLUSTER_TRIGGERS where JOB_NAME = 'com.errigal.snmpmanager.jobs.TrapCountThresholdJob'; SCHED_NAME text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:snmp_manager&rev=1624612196&do=diff Snmp Manager * How to Check Trap Fowarding * Finding an alarm clear pair * Login Credentials for Controllers text/html 2025-02-10T12:55:06+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:start&rev=1739192106&do=diff Support Process Ticket Management * Support Request Application * ScottyPro * Customer Ticket Management * Internal Tickets * Jira Template * Ops_Dev Process * Support and Watchdog Rota * Dealing With Emails * Important email Groups/Addresses * The Weekly Report Process * Logs Backup Process * RCA Doc Guidelines * Daily Applications Status Report * Login credentials for controllers * Co-ordination Tickets * Available AmChart 4 Report Settings * SCO * … text/html 2021-09-27T12:21:43+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:support_and_watchdog_rota&rev=1632741703&do=diff Support & Watchdog Rota Author: Michelle McCausland Updated: Loughlin Moore 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. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:support_labels&rev=1624612196&do=diff Support Labels Author: Loughlin Moore Current Ticket Labels Admin Customer Success Development Required Integration Internal Request On-site Visit RCA Required ---------- Author: Michelle McCausland Old Ticket Labels Labels are added to tickets to add extra detail and classification to them. text/html 2023-02-14T15:24:45+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:support_process_overview&rev=1676388285&do=diff See Ticket Management text/html 2023-03-01T17:23:00+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:support_process_overview_internal&rev=1677691380&do=diff Internal Application Support Tickets ( Jira ) Internal ( Jira ) Application Support Tickets Format: Context - Area Action/Type - Short Details Although internal tickets don't have the Area and Action menus you should try and think of appropriate Area and Action choices where possible when creating tickets. There may be some exceptions to using Area/Action for some issues. text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:support_request_page&rev=1624612196&do=diff - text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:support_ticket_creation&rev=1624612196&do=diff ExteNet Support Ticket Creation Process Author: Michelle McCausland Updated: Loughlin Moore ExteNet now use the Support Request Application Please see * Support Request Application ExteNet Ticket Creation Guidelines Ticket Creation * Tickets should be created for all emails. With the exception of those that are small questions that take less than 15 minutes to resolve. text/html 2023-01-29T21:16:21+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:technologyspecifictips&rev=1675026981&do=diff Technology Specific Tips * American Tower - Ruckus * American Tower - Brocade and Mikrotik * ExteNet - mNET text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:ticketer&rev=1624612196&do=diff Ticketer Troubleshooting Service Entitlements text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:topology_sync_failures&rev=1624612196&do=diff Topology Rediscovery Sync Failures Author: Paddy Murphy This wiki was created to assist if you encounter issues with Topology Rediscovery Sync. Troubleshooting Checklist Run the following query on the Controller been investigated. select id, name, technology, assigned_technology_id, ip_address, port, link_down, login_credentials_id, http_session_manager_configuration_id, remote_discovery_configuration_id, software_version from network_element where id = <network element id>; text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:transfer_script&rev=1624612196&do=diff Transfer Script --- Yanjun Wang 2019/12/16 20:15 This wiki was created to introduce Transfer Script usually used during QA Reinit. Purpose * Transfer Script usually used during QA Reinit. * It's running against DB. * To replace some of customer data with Errigal data, e.g. customer emails. To prevent some QA notifications send to customer to mess up with production info. text/html 2024-03-08T12:10:39+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:troubleshootingtips&rev=1709899839&do=diff Troubleshooting Tips * Remote Ticket Troubleshooting * Transfer Script * Topology Sync Failures * Alarm Sync Failures text/html 2021-08-06T15:08:22+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:tunneling&rev=1628258902&do=diff How to tunnel from outside the office Source:How to Tunnel in Firefox on Mac Introduction Many times it can be convenient to tunnel your web traffic through a proxy, particularly an encrypted one. This web page shows how to easily tunnel your traffic through an ssh-encrypted proxy on Mac text/html 2023-06-28T09:45:39+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:usefuldocs&rev=1687941939&do=diff Useful Docs * Information Radiator * Form Creation * Report Code Block Comment * Report Creation * Report Writing Gotchas * User Creation * ATC Ticket Escalation Process * KLA Ticket Escalation Process * Device Missing Alarm Handling * Re-Add deleted form in Ticketer * FA Code * Controller missing from Component Discovery * Remove Network Element ON Air Status * ROW value missing from Cascade/ExteNet ID dropdown * ATC Availability Breakdown * KLA Det… text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:user_creation_checklist&rev=1624612196&do=diff User Creation Author: Michelle McCausland User Template Document When a customer requests any work relating to users i.e. user creation, user modification, it is necessary for them to fill in a user template document. The aim of this document is to allow the customer to accurately convey requirements for user creation to us. text/html 2023-11-07T14:40:09+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:weekly_reports&rev=1699368009&do=diff How To Run The Weekly Report Weekly Report Step 1: Export Ticket Data ScottyPro Tickets In the ScottyPro Reporting Manager run the Weekly Reports - All Support Tickets this will return all ScottyPro tickets required for the report. Internal Tickets (Jira) Bookmark this Jira filter. Export it with the text/html 2021-06-25T10:09:56+00:00 Anonymous (anonymous@undisclosed.example.com) http://3.86.49.49/doku.php?id=support:what_is_escalated_priority&rev=1624612196&do=diff What is Escalated Priority? Author: Michelle McCausland Updated: Loughlin The below process no longer applies, We work from the Top of the Open queue. The Customer sets the preferences based on agreed processes. Support requests that require immediate attention are referred to as escalated priority items. To denote this, they should have the