Computing System Downtime - How to Report Problems and Stay Informed

08/26/2012

Contributed by Karen Sunderland

Information Technology Services (ITS) wants to remind all IC community members of several ways to keep informed about computing system and network downtimes, either scheduled or unexpected, as well as how to report large-scale problems that affect multiple users.

Helpdesk Phone System Status Line
If you're having a problem with a network service (like email or the Internet) call 4-1000 and choose option #1 to find out if there is a campus-wide problem that might be affecting your access to such services. See After Hours, below, for problems that occur outside of normal business hours.

Helpdesk-Alert Mailing List
Helpdesk-Alert is a moderated, low-volume mailing list used for alerts regarding major computer system or network problems, system maintenance notices, and reminders about scheduled power outages. You can subscribe to the list by logging into the Netpass Manager at https://www.ithaca.edu/passwords.

Web System Notices
The ITS and Intercom home pages have a System Notices section to provide you with information about current computer system or network problems, as well as future scheduled system maintenance that will result in downtime.

myHome ITS Status Portlet
Use the myHome "Add Content" feature to add the ITS Status portlet to your myHome page for convenient access to system notice information.

Fix-it-Fridays (FIF) Maintenance
FIF is a weekly window of time -- 4:00 to 8:00 p.m. on Fridays -- during which ITS may perform necessary maintenance on computers and network systems. For complete details see the FIF Intercom article.

After Hours
To report a large-scale problem (i.e. a problem that affects a substantial number of computer or telephone system users) outside of normal business hours, call the Helpdesk at 4-1000. Select option #4. You'll hear a message that the Helpdesk is closed, followed by a phone number to call to report the outage. The after hours number is 607-216-8599. Remember, the after hours service is only for large-scale problems that affect major systems. It is NOT for reporting individual computer problems.

If you have any questions please contact the Helpdesk at helpdesk@ithaca.edu or 4-1000.

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