1/17/2016 Req #129931: Details

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MSO ­ Incident Management 129931 ­ Madrid connectivity issues Status: Incident Resolved

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 Instructions
Instructions
Summary
Incident Handling … Use this form to report MMS Incidents.
The fields with * require your input.
NOC Please provide as much information as
possible for a speedy resolution.
Incident Report
Notes
Status Manager writes and sends incident
report to the NOC, MSO and MSD
References managers. The report includes: incident
effect, description of resolution, and
corrective actions. This needs to happen
within 48 hours. An automatic reminder
will be sent to the manager if the report
is not sent within 48 hours.
Corrective actions should be as
concrete as possible (esars).
The manager attaches the incident
report to the ticket, creates relevant
downtime events in MSO SLA, and
presses Send Incident Report.
NOC: Fill out the NOC fields in the NOC
section, and press "NOC Report".

 Summary

Request No.:
129931

Requested By:
Patricia Hernandez

Phone Number: Mobile Number:

Location: Email Address:
lphernandez@hp.com

Request Type:
MSO ­ Incident
Management
Created On:
November 11, 2015

Request Status:

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1/17/2016 Req #129931: Details

Incident Resolved

*Incident Name:

Madrid connectivity issues

Incident Manager:
ido.mendes

Troubleshooter:
eric.chang3; guangming.fei; ajith.menon

Communicator:
patricia.hernandez

NOC Dispatcher:
patricia.hernandez

FYI:
mso_prod_ww

Incident Effect:
General Availability

Product Line:
Cross Services

Farm:
Other

If "Other", please write here:

Host:
Other

If "Other" please write here:

External Incident When an incident should be defined as external:
Yes http://wiki.mercury.com/confluence/display/mms/Inciden…

 Incident Handling Details

*Date of Failure: Time of Failure (PT):
November 11, 2015 4:18:36 PM PST

*Date of Resolution: Time of Resolution (PT):
November 11, 2015 5:02:36 PM PST

Time of Alert (PT):
1557

Customers Impacted:
Yes
GCL Group:
MSO 

 NOC

Alerts Received:

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1/17/2016 Req #129931: Details
Ping failure

Customer(s) who called (including call time):

Time NOC Notified …
1629

Ops Initial Respons…

Time Ops Notified N…
1641

Customers Notified:

Yes
Customer CC List:
1  ALITALIA  62394  Alitalia  APM(HP Austin NGDC,Austin NGDC) 
2  APM Demo (HP­ES)  64308  APM Demo_HP­ES  APM(HP Austin NGDC,Austin 
NGDC) 

Notification Message:
to resolve the issue.
    
Reference:  Internal HPE SaaS case #129931
    
Next Update: Up to 6 hours
    
Time Notified Custo…

Time Notified Custo…

SR #:

 Incident Report

*Description Of Failure:
Timeline:
11/11/2015 03:59 PM PST GOC and NOC notice 
alerts from BPM and Firewall
11/11/2015 04:07 PM PST NOC reports of errors in 
14F that occurred at 03:51 PM but were cleared out
11/11/2015 04:08 PM PST GOC can now RDP to 
CUTLFMAD01  which wasn't possible a few minutes 
*Description Of Resolution:
Sporadic connectivity issues related to ISP ­ the failures 
got cleared with no intervention

*Root Cause Of Problem:
Unknown ­ no response from ISP ­ SAW ticket#283747 
for investigating RCA

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1/17/2016 Req #129931: Details
*POP incident *Security related *Product Related

Yes No No

Corrective Actions / investigation:   

Edit

Seq SDSR# Action

Investigate root
1 SAW 283747
cause

Export to Excel Page 1 of 1 Show  5  Each Page

*Due to Change: Change #:
No

Change (link to ITG …

*Incident Type

IS network
Implemented Corrective Action

 Notes 

Add notes  

Existing Notes  
Note Author: Changed Field:  Show Only User
ALL ALL Notes

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1/17/2016 Req #129931: Details

Patricia Hernandez (patricia.hernandez) Incident in Progress
November 11, 2015 07:36:54 PM PST 7:04 Send another email to
ISP for monitoring 
7:14 ran a calibration report
and monitors are fine for
several hours 
7:15 check servers and they
ping and internet is
established 
7:27 send the notification of
resolved 
close incident
November 11, 2015 06:07:15 PM PST 5:51 the ISP replied back 
We are unaware of any issues
in our Madrid site. 

Please specify for which
customer this is and whether
the intervention of an Interxion
engineer is required or this
can be handled during
business hours. 

Regards 

Miguel Sans­Catchot 

Interxion European Customer
Service Centre 

Toll Free Telephone number
when calling from Europe +
800 00 999 222 
Toll Free Telephone number

 Status

Completed
Seq Workflow Step Name Step Status Date
By

Patricia
1 Impact Analysis Notify NOC   November 11, 2015 0
Hernandez

2 Incident Update Timeout Alert        

3 Mail Now ­ Incident Update        

Patricia
4 Incident in Progress Incident Resolved   November 11, 2015 0
Hernandez

5 Notify Noc Timeout Alert        

6 Mail Now ­ Notify NOC        

7 NOC Report        

8 Incident Resolved Eligible     January 15, 2016 01:

9 Incident Report Timeout Alert        

10 Mail Now ­ Incident Report        

11 Incident Follow Up        

12 Follow Up Timeout Alert        

13 Mail Now ­ Incident Follow Up        

14 Close (Immediate success)        

15 MSO ­ Auto Step        

16 MSO ­ Auto Step        

Patricia
17 Confirm info Success   Hernandez November 11, 2015 0

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1/17/2016 Req #129931: Details

Graphical View Approval Details Transaction Details

 References 

Attached Documents
Siz
  Name Author Added By Date
e
HPE SaaS 
Unplanned 
Connectivit.. Patricia
91
Details . Hernan Patricia Hernandez 11/11/15
KB
Madrid dez
connectivity
issues

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