Internal Case Summary PDF

Nokia Internal Case Summary
General
Case Title NetAct is not working. VM3 is
rebooting repetidly / loc:
Danmark
Case Number CAS-174453-M5L6 Status Resolved
Customer Tt-Netvaerket P/S Status Reason Other
Customer Contact TARHON, Florin Nokia Contact Moleiro, Pedro (Nokia -
PT/Amadora)
Customer Visible True Owner Moleiro, Pedro (Nokia -
PT/Amadora)
Customer Reference N/A Current Queue <EMC_Nokia>
Timezone (GMT+01:00) Amsterdam, Case Type Emergency
Berlin, Bern, Rome,
Stockholm, Vienna
Priority Critical Emergency Type Outage
Project
Entitlement 027 / NetAct 18 / Tt-Netvaerket P/S / Critical
Description
+40751275533 // NetAct is not working. VM3 is rebooting repetidly
Additional Information
Workaround N/A No Deferral Reason
Defect False
Problem Analysis Deferral Date
3rd Party Case False Escalation Level
Origin Phone Escalation Level Set
Time
Product / Software / Hardware

Product Details
Product NetAct
Product Release NetAct 18
Product Variant No Variant
Solution No Solution
9/5/2019 5:17 AM N. Central Asia Standard Time Prepared by Paul, Nepal (Nokia - Page 1/124
IN/Noida)
IN/Noida)
Product Module
Network Element ID
Pilot False
Virtualization
Product
Lawful Intercept False
(CALEA)
Software Details
SW Component NetAct SW
SW Release NetAct 18 SW
SW Module
SW Build NetAct 18
Correction Module
Enhancement
Module
Hardware Details
HW Components
Emergency Handling
Emergency
Emergency Call-Out
CER Delivered Time 10/16/2018 2:57:19 PM
Emergency 10/15/2018 2:20:00 PM
Restored Time
Bridge Number
Outage
System Outage 10/15/2018 8:30 PM Outage Total
Started Classification
System Outage % of Primary 100
Ended Functions Affected
1st Outage RCA NetAct is not working. VM3 is
Notification rebooting repetidly / loc:
Danmark - CAS-174453-M5L6
Outage Summary
ldap issue. dirsrv restored from snapshot
IN/Noida)
IN/Noida)
Solution Information
Problem and Impact
Description
+40751275533 // NetAct is not working. VM3 is rebooting repetidly
Technical Analysis
There are no LDAP running on NetAct, from /var/log/messages there are errors with
Oct 15 15:35:35 na1vm3 nslcd[2651]: [c1016f] <passwd=-1> no available LDAP server found: No such object
Oct 15 15:40:02 na1vm3 nslcd[2651]: [5f7029] <passwd="system"> failed to bind to LDAP server
ldap://na1vm3/: No such object
Oct 15 15:40:02 na1vm3 nslcd[2651]: [5f7029] <passwd="system"> failed to bind to LDAP server
Oct 15 15:40:02 na1vm3 nslcd[2651]: [5f7029] <passwd="system"> no available LDAP server found: No
such object
Oct 15 15:40:02 na1vm3 nslcd[2651]: [5e18f8] <group="sysop"> no available LDAP server found: Server is
unavailable: Resource temporarily unavailable
Oct 15 15:40:59 na1vm3 sshd[36679]: reverse mapping checking getaddrinfo for
rcguis3.rcguis.rc.netact.sonofon.dk [172.17.37.143] failed - POSSIBLE BREAK-IN ATTEMPT!
Oct 15 15:41:01 na1vm3 sshd[36679]: Accepted password for root from 172.17.37.143 port 58077 ssh2
Oct 15 15:41:04 na1vm3 named[1126]: dumping master file: tmp-MGgxcj8f0M: open: permission denied
Oct 15 15:41:16 na1vm3 named[1126]: dumping master file: tmp-YceXwy2cqg: open: permission denied
Oct 15 15:41:23 na1vm3 nslcd[2651]: [a62aca] <passwd="omc"> failed to bind to LDAP server
Oct 15 15:41:23 na1vm3 nslcd[2651]: [a62aca] <passwd="omc"> failed to bind to LDAP server
Oct 15 15:41:23 na1vm3 nslcd[2651]: [a62aca] <passwd="omc"> no available LDAP server found: No such
object
Oct 15 15:44:37 na1vm3 nslcd[2651]: [92ca79] <group=510> failed to bind to LDAP server ldap://na1vm3/:
No such object
Oct 15 15:44:37 na1vm3 nslcd[2651]: [92ca79] <group=510> failed to bind to LDAP server ldap://na1vm5/:
No such object
Oct 15 15:44:37 na1vm3 nslcd[2651]: [92ca79] <group=510> no available LDAP server found: No such
object
Oct 15 15:47:45 na1vm3 sshd[40441]: Accepted password for root from 172.17.37.142 port 50804 ssh2
From the configuration file /etc/nslcd.conf we don’t see any wrong entries:
# Mappings for AIX SecureWay

#filter passwd (objectClass=aixAccount)
#map passwd uid userName
#map passwd userPassword passwordChar
#map passwd uidNumber uid
#map passwd gidNumber gid
#filter group (objectClass=aixAccessGroup)
#map group cn groupName
#map group uniqueMember member
#map group gidNumber gid
uid nslcd
IN/Noida)
IN/Noida)
gid ldap
# This comment prevents repeated auto-migration of settings.
uri ldap://na1vm3/ ldap://na1vm5/
base dc=netact,dc=net
ssl no
tls_cacertdir /etc/openldap/cacerts
nss_initgroups_ignoreusers root
binddn cn=sysproxy,ou=admin_users,dc=netact,dc=net
bindpw Ua8Y82Aqn44P76dn
- What has been done for investigation so far?

Checked configuration file /etc/nslcd.conf and VM3 was restarted
We can see from history there were changes today on VM3 and VM5, maybe due to the emergency from
Saturday
855 smanager.pl status node localhost

856 history | grep cpf
857 /opt/cpf/bin/cpfrhdsconf_test_replication.sh --manager="cn=Manager" --manager_password=Manager
--basedn=dc=netact,dc=net --destination=na1vm5
858 less /var/log/cpf/dirsrv/dirsrv.log
860 df -h
861 cd /var
862 du -sh *
863 cd opt
864 ls -ltrh
865 du -sh *
866 cd oss
867 du -sh *
868 cd globalv4
869 du -sh *
870 wasconf
871 ls -ltrh
872 du -sh *
873 pwd
874 du -sh *
875 df -h /var/opt/oss/globalv4
876 cd ..
877 du -sh *
878 cd ..
879 cd
880 cd +
881 du -sh *
882 pwd
883 cd /var
884 du -sh *
885 df -h
886 history
887 /opt/cpf/bin/cpfrhdsconf_test_replication.sh --manager="cn=Manager" --
manager_password="Manager" --basedn=dc=netact,dc=net --nodes=na1vm3 na1vm5
888 /opt/cpf/bin/cpfrhdsconf_init_replication.sh --man
IN/Noida)
IN/Noida)
Workaround
Description
Final Solution
DIRSV was restore from a old known backup with the following command:
[root@na1vm3 ~]# /opt/cpf/bin/cpfrhdsconf_restore_from_backup.sh --manager="cn=Manager" --

manager_password=Manager --instance=oss --
backup=/d/oss/global/var/dirsrv/backup/na1vm3/oss_bak.4.tgz
/opt/cpf/bin/cpfrhdsconf_restore_from_backup.sh begins
Packed db backup detected.
executing: cd /tmp/tmp.j4rZRDll7B && tar xzvf /d/oss/global/var/dirsrv/backup/na1vm3/oss_bak.4.tgz
exited with code 0
executing: chown -R ldap /tmp/tmp.j4rZRDll7B
exited with code 0
Waiting for task 'restore_2018_10_15_16_0_48' to finish...
Task exit code '0'.
Running replication initialization.
executing: /opt/cpf/bin/cpfrhdsconf_init_replication.sh
exited with code 0
Running replication test.
executing: /opt/cpf/bin/cpfrhdsconf_test_replication.sh
exited with code 0
/opt/cpf/bin/cpfrhdsconf_restore_from_backup.sh ends
[root@na1vm3 ~]# su - omc
[omc@na1vm3 ~]$
Symptoms were uploaded to this case
Solution Available
Yes
TimeStamps
Reported to Nokia 10/15/2018 7:52 PM On Hold Time 1,388
(Minutes)
Initial Response by Last On Hold Time 10/15/2018 10:49 PM
Phone Time
Initial Response 10/15/2018 7:59 PM Last Modified On 10/16/2018 9:58 PM
Time
Workaround
Provided Time
Workaround
Accepted Time
IN/Noida)
IN/Noida)
Workaround
Rejected Time
Solution Provided 10/15/2018 9:20 PM
Time
Solution Available
Time
Solution Rejected
Time
Solution Accepted 10/15/2018 10:45 PM
Time
Closure Date 10/16/2018 9:58 PM
Auto Closure Date
Activities/Notes
Activities
Activity Type Email Created By Moleiro, Pedro (Nokia - PT
Direction Outgoing Date Created 2/7/2019 7:55 PM

Type Customer Emergency Report
Status Completed
From
To
Cc
Subject Customer Emergency Report: Tt-Netvaerket P/S - CAS-174453-M5L6 - NetAct is not working
Description
Dear Florin TARHON,
The emergency situation described in this case has been corrected/restored.

Customer Emergency Report, with details, is attached.
If you have any questions about your restoration, please do not hesitate to come back to us. P
email.
Regards,
Pedro Moleiro
Nokia Care

Status Completed
IN/Noida)
Moleiro, Pedro (Nokia - PT/Amadora)
2/7/2019 7:55 PM
nokia.care@nokia.com
florin.tarhon@nokia.com
5L6 - NetAct is not working. VM3 is rebooting repetidly / loc: Danmark - N/A
/restored.
itate to come back to us. Please contact Moleiro, Pedro (Nokia - PT/Amadora) for any questions via reply to this
1/22/2019 4:47 PM
IN/Noida)
From
To
Cc
Description
Dear Florin TARHON,

email.
Regards,
Pedro Moleiro
Nokia Care
Activity Type Email Created By Liahovski, Ilia (Nokia - DE

Type Customer Outage Report
Status Completed
From
To
Cc
Subject Customer Outage Report: Tt-Netvaerket P/S - CAS-174453-M5L6 - NetAct is not working. VM
IN/Noida)
/restored.
Liahovski, Ilia (Nokia - DE/Unterschleissheim)
11/21/2018 5:48 PM
torsten.ostergaard@nokia.com
- NetAct is not working. VM3 is rebooting repetidly / loc: Danmark - N/A
IN/Noida)
Description
Dear Torsten,
Please consider sharing this report with MS Romania.
Please find the results of the outage root cause analysis below.
Date of Incident: 15/10/2018 14:52
Incident Start Date/Time: 15/10/2018 15:30
Incident Restoration Date/Time:
Summary of the Incident:

ldap issue. dirsrv restored from snapshot
Attached is the respective Customer Outage Report. Please contact Moleiro, Pedro (Nokia - P
Regards,
Nokia Care
Activity Type Email Created By SYSTEM

Direction Incoming Date Created 11/21/2018 2:29 PM
Type N/A
Status Completed
From
To
Cc
Subject RE: RCA ready for EMERGENCY case # CAS-174453-M5L6
IN/Noida)
t Moleiro, Pedro (Nokia - PT/Amadora) for any questions via reply to this email.
SYSTEM
11/21/2018 2:29 PM
emcteam.wse@nokia.com
I_EMERGENCY_MANAGERS_EUROPE@nokia.com
IN/Noida)
Description
Hello Torsten,
Can you please complete this task, as we need to keep our internal KPI’s
Thanks in advance,
Ilia Liahovski
From: WSE, EMCteam (Nokia - Global)

Sent: Tuesday, November 20, 2018 08:47
To: Ostergaard, Torsten (Nokia - DK/Copenhagen) <torsten.ostergaard@nokia.com>
Cc: WSE, EMCteam (Nokia - Global) <emcteam.wse@nokia.com>; I_EMERGENCY_MANAG
Nokia (Nokia - Global) <nokia.care@nokia.com>
Subject: RCA ready for EMERGENCY case # CAS-174453-M5L6
Dear CCM,
RCA was prepared by technical analyst and now is set as READY, in the NCT
Please review the content of the RCA and approve or reject it.
After you decided that content of RCA is satisfying and you marked it ass pass
Please find additional documentation on RCA handling here.
Above mentioned steps should be taken in the next 48 hours, in order to keep
Many Thanks in advance,
With Best Regards,
Market Europe Incident Management Center

Type N/A
Status Completed
From
IN/Noida)
al KPI’s
aard@nokia.com>
; I_EMERGENCY_MANAGERS_EUROPE_GMS <I_EMERGENCY_MANAGERS_EUROPE@nokia.com>; Care,
as READY, in the NCT tool.

ject it.
you marked it ass passed and approved, please deliver COR (Customer Outage Report).
here.
hours, in order to keep internal SLA's.
SYSTEM
11/20/2018 2:53 PM
IN/Noida)
To
Cc
Subject RCA ready for EMERGENCY case # CAS-174453-M5L6

Description
Dear CCM,
RCA was prepared by technical analyst and now is set as READY, in the NCT
Please review the content of the RCA and approve or reject it.
After you decided that content of RCA is satisfying and you marked it ass pass
Please find additional documentation on RCA handling here.
Above mentioned steps should be taken in the next 48 hours, in order to keep
Many Thanks in advance,
With Best Regards,
Market Europe Incident Management Center

Type N/A
Status Completed
From
To
Cc
Subject RE: Filipa EME # CAS-174453-M5L6 - RCA

Description Hi Jacek

Thanks for the update

BR
Torsten

_____________________________________________
IN/Noida)
as READY, in the NCT tool.

ject it.
you marked it ass passed and approved, please deliver COR (Customer Outage Report).
here.
hours, in order to keep internal SLA's.
SYSTEM
11/6/2018 7:29 PM
care_tools_support.l1_keyuser@nokia.com
jacek.kozinski@nokia.com
michal.kociolek@nokia.com
IN/Noida)
From: Kozinski, Jacek (Nokia - PL/Warsaw)
Sent: Tuesday, November 6, 2018 9:47 AM
To: Ostergaard, Torsten (Nokia - DK/Copenhagen) <torsten.ostergaard@nokia.com>; L1 Keyus
Tools Support (Nokia - DE) <care_tools_support.l1_keyuser@nokia.com>
Cc: Care, Nokia (Nokia - Global) <nokia.care@nokia.com>; Kociolek, Michal (Nokia - PL/Warsa
<michal.kociolek@nokia.com>
Subject: RE: Filipa EME # CAS-174453-M5L6 - RCA

Hi Torsten,

The latest information from R&D:

“We are discussing with RedHat till now.[..] We will evaluate and update you by 07th Nov

BR,

Jacek

_____________________________________________
Sent: Monday, October 29, 2018 3:13 PM
Tools Support (Nokia - DE) <care_tools_support.l1_keyuser@nokia.com>
<michal.kociolek@nokia.com>

Hi Torsten,

For the moment we haven’t managed to find a root cause. Nokia R&D created a RedHat ticke
the analysis has been ongoing with them. Due to lack of some logs (they were not collected i
mainly because it was not obvious from the beginning that they would be required) we hope
RedHat will just try to reproduce the issue locally and provide us with a root cause.

BR,

Jacek

_____________________________________________
From: Ostergaard, Torsten (Nokia - DK/Copenhagen)
Sent: Monday, October 29, 2018 11:31 AM
To: Kozinski, Jacek (Nokia - PL/Warsaw) <jacek.kozinski@nokia.com>; L1 Keyuser, Care Tools
IN/Noida)
ard@nokia.com>; L1 Keyuser, Care
.com>
, Michal (Nokia - PL/Warsaw)
d update you by 07th Nov.”
ard@nokia.com>; L1 Keyuser, Care

.com>
, Michal (Nokia - PL/Warsaw)
&D created a RedHat ticket and

(they were not collected in time,
ould be required) we hope that
ith a root cause.
m>; L1 Keyuser, Care Tools Support
IN/Noida)
(Nokia - DE) <care_tools_support.l1_keyuser@nokia.com>
Cc: Care, Nokia (Nokia - Global) <nokia.care@nokia.com>

Hi Jacek

What is the progress of real RCA analysis ?
BR
Torsten

_____________________________________________
From: Liahovski, Ilia (Nokia - DE/Unterschleissheim)
Sent: Tuesday, October 23, 2018 12:59 PM
To: L1 Keyuser, Care Tools Support (Nokia - DE) <care_tools_support.l1_keyuser@nokia.com>
Cc: Ostergaard, Torsten (Nokia - DK/Copenhagen) <torsten.ostergaard@nokia.com>; Care, No
(Nokia - Global) <nokia.care@nokia.com>; I_EMERGENCY_MANAGERS_EUROPE_GMS
<I_EMERGENCY_MANAGERS_EUROPE@nokia.com>

Let’s go on with setting the readiness to fail
RCA failure reason – no root cause identified
RCA failure description – not adequate root cause was found

Ilia Liahovski
IMC Emergency/Incident Manager,
Market Europe
Nokia
(Primary: +4915155153870
(Backup : +48693651715
* email: ilia.liahovski@nokia.com

_____________________________________________
From: L1 Keyuser, Care Tools Support (Nokia - DE)
Sent: Tuesday, October 23, 2018 12:51
To: Liahovski, Ilia (Nokia - DE/Unterschleissheim) <ilia.liahovski@nokia.com>; L1 Keyuser, Car
Support (Nokia - DE) <care_tools_support.l1_keyuser@nokia.com>

IN/Noida)
rt.l1_keyuser@nokia.com>
ard@nokia.com>; Care, Nokia
ERS_EUROPE_GMS

okia.com>; L1 Keyuser, Care Tools

>
ERS_EUROPE_GMS
IN/Noida)
Hi Ilia,

I cannot change the status, to do this I need to escalate this to Support. Also if I select RCA Re
as Fail, it asks for other mandatory fields before I’m able to save.

How do you want to proceed ?

Thanks.

<< OLE Object: Picture (Device Independent Bitmap) >>

Best Regards,
Filipa Ferreira

eService Manager LAT & SEE
Global Service Delivery

Mobile: +351 964499780
P Go Green! Print this email only when necessary

_____________________________________________
Sent: Tuesday, October 23, 2018 11:38 AM
Subject: Filipa EME # CAS-174453-M5L6 - RCA

Dear Key user,
Please set RCA readiness to fail, for this emergency.
And change the status to rejected or work in progress.

Thanks in advance.

Ilia Liahovski
Market Europe
Nokia
(Primary: +4915155153870
(Backup : +48693651715

IN/Noida)
port. Also if I select RCA Readiness
ERS_EUROPE_GMS
IN/Noida)
Type N/A
Status Completed
From
To
Cc

Description Hi Torsten,

The latest information from R&D:

“We are discussing with RedHat till now.[..] We will evaluate and update you by 07th Nov

BR,

Jacek

_____________________________________________

Hi Torsten,

collected in time, mainly because it was not obvious from the beginning that they would be r
with a root cause.

BR,

Jacek

_____________________________________________
IN/Noida)
SYSTEM
11/6/2018 3:50 PM
d update you by 07th Nov.”
ard@nokia.com>; L1 Keyuser, Care Tools Support (Nokia - DE) <care_tools_support.l1_keyuser@nokia.com>

, Michal (Nokia - PL/Warsaw) <michal.kociolek@nokia.com>
&D created a RedHat ticket and the analysis has been ongoing with them. Due to lack of some logs (they were not
nning that they would be required) we hope that RedHat will just try to reproduce the issue locally and provide us
IN/Noida)

Hi Jacek

BR
Torsten

_____________________________________________


Ilia Liahovski
Market Europe
Nokia
(Primary: +4915155153870
(Backup : +48693651715

_____________________________________________
IN/Noida)
ERS_EUROPE_GMS


>
ERS_EUROPE_GMS
IN/Noida)

Hi Ilia,



Thanks.


Best Regards,
Filipa Ferreira


Mobile: +351 964499780

_____________________________________________

Dear Key user,

Thanks in advance.

Ilia Liahovski
Market Europe
Nokia
(Primary: +4915155153870
(Backup : +48693651715
IN/Noida)
ERS_EUROPE_GMS
IN/Noida)

Activity Type Email Created By CRM Prod
Type Customer Email
Status Completed
From
To
Cc
Subject [Reminder] About Your Experience with Customer Support
Description
Dear Florin TARHON,
Thank you for giving us the opportunity to support you. Based on our records, we have not rec
minutes to tell us about the service that you have received.
We appreciate your feedback and comments regarding the resolution of this case.
The details of your case are:
Case Number: CAS-174453-M5L6
Closed Date: 10/16/2018 2:58 PM
Case Title: NetAct is not working. VM3 is rebooting repetidly / loc: Danmark
Solution Provided Date: 10/15/2018 2:20 PM
Solution Provided Target: 10/15/2018 4:52 PM
Points to consider when taking the Customer Survey:
1. Quality of the resolution?
· Did the resolution provided solve the issue?
· If the Root Cause was unknown, did the engineer provide any information to assist in the
2. Time taken to solve the case?
· Case targets are based on contractually agreed timelines; did we provide the solution with
3. Our support personnel's level of technical knowledge?
IN/Noida)
CRM Prod
10/30/2018 9:58 PM
ur records, we have not received your feedback to assist in maintaining our service quality. Please take a few
on of this case.
Danmark
nformation to assist in the event of a reoccurrence?
we provide the solution within the contractual timeframe?
IN/Noida)
· Was the engineer understanding of the issue reported?
· Did the engineer provide appropriate technical assistance to drive towards a solution?
4. Communication regarding the status of the case?
· Did the engineer provide timely updates during the investigation of this case?
· Was the case updated accordingly when viewed via the Online Support Portal?
5. Your overall satisfaction with the handling of the case?
· The overall satisfaction should be viewed as a culmination of the support provided based
Nokia highly encourages the use of comments to better understand the scoring provided by C
Nokia policy dictates scores of 3 or less on are turned survey as unsatisfactory.

As a result, Nokia will contact the Customer directly to seek additional feedback on what action
To access this Survey, please use this Link.
Thank you for your valuable time and feedback.

Nokia Care

Type N/A
Status Completed
From
To
Cc

Description Hi Torsten,

collected in time, mainly because it was not obvious from the beginning that they would be r
with a root cause.

IN/Noida)
ive towards a solution?
n of this case?
Support Portal?
he support provided based on question 1-4.
the scoring provided by Customers within the survey.
satisfactory.
nal feedback on what actions Nokia may take to improve our quality of service.
SYSTEM
10/29/2018 9:15 PM
&D created a RedHat ticket and the analysis has been ongoing with them. Due to lack of some logs (they were not
nning that they would be required) we hope that RedHat will just try to reproduce the issue locally and provide us
IN/Noida)
BR,

Jacek

_____________________________________________

Hi Jacek

BR
Torsten

_____________________________________________


Ilia Liahovski
Market Europe
Nokia
(Primary: +4915155153870
(Backup : +48693651715

_____________________________________________
IN/Noida)
ERS_EUROPE_GMS

IN/Noida)

Hi Ilia,



Thanks.


Best Regards,
Filipa Ferreira


Mobile: +351 964499780

_____________________________________________

Dear Key user,

Thanks in advance.

Ilia Liahovski
IN/Noida)
>
ERS_EUROPE_GMS
ERS_EUROPE_GMS
IN/Noida)
Market Europe
Nokia
(Primary: +4915155153870
(Backup : +48693651715

Type N/A
Status Completed
From
To
Cc
Description Hi Jacek

BR
Torsten

_____________________________________________
Cc: Ostergaard, Torsten (Nokia - DK/Copenhagen) <torsten.ostergaard@nokia.com>; Care, N
I_EMERGENCY_MANAGERS_EUROPE_GMS <I_EMERGENCY_MANAGERS_EUROPE@nokia.co


Ilia Liahovski
Market Europe
Nokia
(Primary: +4915155153870
(Backup : +48693651715
IN/Noida)
SYSTEM
10/29/2018 5:37 PM
ard@nokia.com>; Care, Nokia (Nokia - Global) <nokia.care@nokia.com>;
AGERS_EUROPE@nokia.com>

IN/Noida)

_____________________________________________

Hi Ilia,



Thanks.


Best Regards,
Filipa Ferreira


Mobile: +351 964499780

_____________________________________________

Dear Key user,
IN/Noida)
>
ERS_EUROPE_GMS
ERS_EUROPE_GMS
IN/Noida)

Thanks in advance.

Ilia Liahovski
Market Europe
Nokia
(Primary: +4915155153870
(Backup : +48693651715

Type N/A
Status Completed
From
To
Cc

Description Hi Ilia,

It’s done.

Best Regards,
Filipa Ferreira


Mobile: +351 964499780

_____________________________________________
I_EMERGENCY_MANAGERS_EUROPE_GMS
IN/Noida)
SYSTEM
10/23/2018 8:40 PM
ilia.liahovski@nokia.com
IN/Noida)


Ilia Liahovski
Market Europe
Nokia
(Primary: +4915155153870
(Backup : +48693651715

_____________________________________________

Hi Ilia,



Thanks.


Best Regards,
Filipa Ferreira


Mobile: +351 964499780
IN/Noida)


>
ERS_EUROPE_GMS
IN/Noida)

_____________________________________________
I_EMERGENCY_MANAGERS_EUROPE_GMS <I_EMERGENCY_MANAGERS_EUROPE@nokia.co

Dear Key user,

Thanks in advance.

Ilia Liahovski
Market Europe
Nokia
(Primary: +4915155153870
(Backup : +48693651715

Type N/A
Status Completed
From
To
Cc

Description Let’s go on with setting the readiness to fail

Ilia Liahovski
Market Europe
IN/Noida)
AGERS_EUROPE@nokia.com>
SYSTEM
10/23/2018 6:21 PM

IN/Noida)
Nokia
(Primary: +4915155153870
(Backup : +48693651715

_____________________________________________

Hi Ilia,



Thanks.


Best Regards,
Filipa Ferreira


Mobile: +351 964499780

_____________________________________________

IN/Noida)
>
ERS_EUROPE_GMS
ERS_EUROPE_GMS
IN/Noida)

Dear Key user,

Thanks in advance.

Ilia Liahovski
Market Europe
Nokia
(Primary: +4915155153870
(Backup : +48693651715

Type N/A
Status Completed
From
To
Cc
IN/Noida)
SYSTEM
10/23/2018 6:14 PM
IN/Noida)
Description Hi Ilia,



Thanks.

Best Regards,
Filipa Ferreira


Mobile: +351 964499780

_____________________________________________

Dear Key user,

Thanks in advance.

Ilia Liahovski
Market Europe
Nokia
(Primary: +4915155153870
(Backup : +48693651715

IN/Noida)
ERS_EUROPE_GMS
IN/Noida)
Type N/A
Status Completed
From
To
Cc
Subject EME # CAS-174453-M5L6 - RCA

Description Dear Key user,

Thanks in advance.

Ilia Liahovski
Market Europe
Nokia
(Primary: +4915155153870
(Backup : +48693651715

Type Customer Email
Status Completed
From
To
Cc
Subject Your Experience with Customer Support
Description
Dear Florin TARHON,
Thank you for giving us the opportunity to support you. We would like to ask for your feedback
the service that you have received.
We appreciate your feedback and comments regarding the resolution of this case.
IN/Noida)
SYSTEM
10/23/2018 5:56 PM
CRM Prod
10/16/2018 9:58 PM
ke to ask for your feedback to assist in maintaining our service quality. Please take a few minutes to tell us about
on of this case.
IN/Noida)
The details of your case are:
Case Number: CAS-174453-M5L6
Closed Date: 10/16/2018 2:58 PM
Case Title: NetAct is not working. VM3 is rebooting repetidly / loc: Danmark
Solution Provided Date: 10/15/2018 2:20 PM
Solution Provided Target: 10/15/2018 4:52 PM
Points to consider when taking the Customer Survey:
1. Quality of the resolution?
· Did the resolution provided solve the issue?
· If the Root Cause was unknown, did the engineer provide any information to assist in the
a reoccurrence?
2. Time taken to solve the Case?
· Case targets are based on contractually agreed timelines; did we provide the solution with
contractual timeframe?
3. Our support personnel's level of technical knowledge?
· Was the engineer understanding of the issue reported?
· Did the engineer provide appropriate technical assistance to drive towards a solution?
4. Communication regarding the status of the case?
· Did the engineer provide timely updates during the investigation of this case?
· Was the case updated accordingly when viewed via the Online Support Portal?
5. Your overall satisfaction with the handling of the case?
· The overall satisfaction should be viewed as a culmination of the support provided based
question 1-4.
Nokia highly encourages the use of comments to better understand the scoring provided by
Customers within the survey.
Nokia policy dictates scores of 3 or less on a returned survey as unsatisfactory.

As a result, Nokia will contact the Customer directly to seek additional feedback on what action
Nokia may take to improve our quality of service.
IN/Noida)
Danmark
nformation to assist in the event of
we provide the solution within the
ive towards a solution?
n of this case?
Support Portal?
he support provided based on
the scoring provided by
satisfactory.
nal feedback on what actions
IN/Noida)
To access this Survey, please use this Link.
Thank you for your valuable time and feedback.
Nokia Care
Activity Type Email Created By Victor, Irina (Nokia - CH/La

Status Completed
From
To
Cc
Description
Dear Torsten,

email.
Regards,
Irina Victor
Nokia Care

Direction Incoming Date Created 10/16/2018 3:43 AM
Type N/A
Status Completed
From
To
IN/Noida)
Victor, Irina (Nokia - CH/Lausanne)
10/16/2018 9:56 PM
/restored.
SYSTEM
10/16/2018 3:43 AM
+33616178466@sms.app.nokia.com
+34628364701@smsgw.nsn.com
+4915155153870@smsgw.nsn.com
IN/Noida)
IN/Noida)
aart.ouderkerk@nokia.com
anders.karlsson@nokia.com
anders.karlsson@smsgw.nsn.com
andreas.gwosc@nokia.com
andreas.gwosc@smsgw.nsn.com
andreas.laszakovits@nokia.com
andrew.baker@nokia.com
andrew.baker@smsgw.nsn.com
angelo.annunziata@nokia.com
armin.mertens@nokia.com
astrid.keibel@smsgw.nsn.com
bartlomiej.norberciak@nokia.com
bartlomiej.norberciak@smsgw.nsn.com
bjarne.klausen@nokia.com
bjarne.klausen@smsgw.nsn.com
brian.fischer@nokia.com
carsten.eickert@nokia.com
carsten.eickert@smsgw.nsn.com
chandra.kodwani@nokia.com
chandra.kodwani@smsgw.nsn.com
chandramouli.balasubramanian@nokia.com
chandramouli.balasubramanian@smsgw.nsn.com
charles.r.buggey@nokia.com
colin.wang2@nokia.com
colin.wang2@nokia.onmicrosoft.com
craig.walliser@nokia.com
dries.soetens@nokia.com
dries.soetens@smsgw.nsn.com
fredrik.hallner@smsgw.nsn.com
gabriela.pirvu@nokia.com
gabriela.pirvu@smsgw.nsn.com
gautam.budhiraja@nokia.com
gautam.budhiraja@smsgw.nsn.com
geert.van_avermaet@nokia.com
geert.van_avermaet@smsgw.nsn.com
giuseppe.di_cresce@nokia.com
giuseppe.di_cresce@smsgw.nsn.com
gopal.bagri@nokia.com
gopal.bagri@smsgw.nsn.com
goran.hagglund@nokia.com
goran.hagglund@nokia.onmicrosoft.com
goran.hagglund@smsgw.nsn.com
hami.esla@nokia.com
hami.esla@smsgw.nsn.com
harikrishna.y@nokia.com
harikrishna.y@smsgw.nsn.com
henrik.scheving@smsgw.nsn.com
ian.cox@nokia.com
ian.cox@smsgw.nsn.com
jaco.botha@nokia.com
jaco.botha@smsgw.nsn.com
jacobo.maceira@nokia.com
jakub.kowalewski@nokia.com
IN/Noida)
IN/Noida)
jan.lindgren@nokia.com
jan.lindgren@smsgw.nsn.com
johan.eriksson@smsgw.nsn.com
jorge.1.costa@nokia.com
Jorge.1.costa@smsgw.nsn.com
jose.fale@smsgw.nsn.com
kavitha.r@nokia.com
kavitha.r@smsgw.nsn.com
kim.rasmussen@nokia.com
kim.rasmussen@smsgw.nsn.com
kjell.andersson@nokia.com
kjell.andersson@smsgw.nsn.com
k-p.korhonen@nokia.com
k-p.korhonen@smsgw.nsn.com
lars.sjobom@nokia.com
lars.sjobom@smsgw.nsn.com
leif.lundahl@nokia.com
leif.lundahl@smsgw.nsn.com
louise.suhr@nokia.com
louise.suhr@smsgw.nsn.com
luc.schatteman@nokia.com
ludovic.ruiz@nokia.com
maciej.rutkowski@nokia.com
maciej.rutkowski@smsgw.nsn.com
manny.wryter@nokia.com
manny.wryter@smsgw.nsn.com
mari.hytonen-elomaa@nokia.com
mats.wenner@nokia.com
mats.wenner@smsgw.nsn.com
maxim.sobolev@nokia.com
meeran.mohideen@nokia.com
meeran.mohideen@smsgw.nsn.com
mi.zhou@nokia.com
michael.heinz@nokia.com
michal.kociolek@smsgw.nsn.com
michal.szewczyk@nokia.com
mika.kuisma@nokia.com
mika.kuisma@smsgw.nsn.com
mikhail.marchenko@nokia.com
mikhail.marchenko@smsgw.nsn.com
mirjana.scheele@nokia.com
mirjana.scheele@smsgw.nsn.com
mohan.ag@nokia.com
mohan.ag@smsgw.nsn.com
mohd.sameeruddin@nokia.com
mohd.sameeruddin@smsgw.nsn.com
net.contactcentre.eur1@nokia.com
paul.murphy@nokia.com
peter.mikaelsson@nokia.com
peter.mikaelsson@smsgw.nsn.com
peter.wennerstrom@nokia.com
peter.wennerstrom@smsgw.nsn.com
piotr.kowalczyk@nokia.com
piotr.kowalczyk@smsgw.nsn.com
IN/Noida)
Cc
Subject RE: Outage End Alert, Tt-Netvaerket P/S, DENMARK, NetAct, CAS-174453-M5L6
Description
HI Jacek
I am care manager for TTN - Tt-Netvaerket P/S
BR
Torsten

To: Sobolev, Maxim (Nokia - UA/Kiev) <maxim.sobolev@nokia.com>; Ouderkerk, Aart (Nokia
<anders.karlsson@nokia.com>; Gwosc, Andreas (Nokia - DE/Duesseldorf) <andreas.gwosc@
<andreas.laszakovits@nokia.com>; Baker, Andrew (Nokia - GB/Reading) <andrew.baker@no
Mertens, Armin (Nokia - DE/Munich)
IN/Noida)
raanan.sharky@smsgw.nsn.com
rajesh.khanna@nokia.com
rajesh.khanna@smsgw.nsn.com
riku.kylmakoski@nokia.com
ritu.tandon@nokia.com
sanjeev.kaura@nokia.com
sanjeev.kaura@smsgw.nsn.com
stig.poulsen@smsgw.nsn.com
susanna.patja@nokia.com
susanna.patja@smsgw.nsn.com
svein.strandos@nokia.com
svein.strandos@smsgw.nsn.com
sverre.natvik@smsgw.nsn.com
sylvain.notte@nokia.com
sylvain.notte@smsgw.nsn.com
sylvie.lucaora@nokia.com
t.venkataramanan@nokia.com
t.venkataramanan@smsgw.nsn.com
thierry.boisnon@nokia.com
thierry.boisnon@smsgw.nsn.com
tomasz.rogiewicz@nokia.com
torsten.ostergaard@smsgw.nsn.com
vesa.siltanen@nokia.com
vikash.singh@nokia.com
wolfgang.hackenberg@nokia.com
wolfgang.hackenberg@smsgw.nsn.com
yuri.trofimov@nokia.com
yuri.trofimov@smsgw.nsn.com
eme-admin.wse@nokia.com
S-174453-M5L6
m>; Ouderkerk, Aart (Nokia - NL/Hoofddorp) <aart.ouderkerk@nokia.com>; Karlsson, Anders (Nokia - SE/Kista)
seldorf) <andreas.gwosc@nokia.com>; Laszakovits, Andreas (Nokia - AT/Vienna)
ading) <andrew.baker@nokia.com>; Annunziata, Angelo (Nokia - IT/Battipaglia) <angelo.annunziata@nokia.com>;
IN/Noida)
<armin.mertens@nokia.com>; Norberciak, Bartlomiej (Nokia - PL/Wroclaw)
<bartlomiej.norberciak@nokia.com>; Klausen, Bjarne (Nokia - DK/Copenhagen)
<bjarne.klausen@nokia.com>; Fischer, Brian (Nokia - US/Naperville) <brian.fischer@nokia.co
Eickert, Carsten (Nokia - DE/Stuttgart) <carsten.eickert@nokia.com>; Kodwani, Chandra (Nok
IN/Noida) <chandra.kodwani@nokia.com>; Balasubramanian, Chandramouli (Nokia - IN/Chen
<chandramouli.balasubramanian@nokia.com>; Buggey, Charles R. (Nokia - GB/Bristol)
<charles.r.buggey@nokia.com>; Wang2, Colin (Nokia - CN/Chengdu) <colin.wang2@nokia.co
Walliser, Craig (Nokia - GB) <craig.walliser@nokia.com>; Soetens, Dries (Nokia - BE/Antwerp
<dries.soetens@nokia.com>; WSE, EMCteam (Nokia - Global) <emcteam.wse@nokia.com>;
Gabriela (Nokia - PT/Amadora) <gabriela.pirvu@nokia.com>; Budhiraja, Gautam (Nokia - SE/
<gautam.budhiraja@nokia.com>; Van Avermaet, Geert (Nokia - BE/Antwerp)
<geert.van_avermaet@nokia.com>; Di Cresce, Giuseppe (Nokia - IT/Vimercate)
<giuseppe.di_cresce@nokia.com>; Bagri, Gopal (Nokia - US/Irving) <gopal.bagri@nokia.com
Hagglund, Goran (Nokia - SE/Kista) <goran.hagglund@nokia.com>; Esla, Hami (Nokia - SE/K
<hami.esla@nokia.com>; Y, Harikrishna (Nokia - US/Irving) <harikrishna.y@nokia.com>; Cox
(Nokia - GB/Bristol) <ian.cox@nokia.com>; Botha, Jaco (Nokia - DK/Copenhagen)
<jaco.botha@nokia.com>; Maceira, Jacobo (Nokia - ES/Madrid) <jacobo.maceira@nokia.com
Kowalewski, Jakub (Nokia - PL/Warsaw) <jakub.kowalewski@nokia.com>; Lindgren, Jan (No
SE/Kista) <jan.lindgren@nokia.com>; Costa, Jorge 1. (Nokia - PT/Amadora)
<jorge.1.costa@nokia.com>; R, Kavitha (Nokia - IN/Bangalore) <kavitha.r@nokia.com>; Rasm
Kim (Nokia - DK/Copenhagen) <kim.rasmussen@nokia.com>; Andersson, Kjell (Nokia -
DE/Unterschleissheim) <kjell.andersson@nokia.com>; Korhonen, K-P (Nokia - ES/Madrid) <k
p.korhonen@nokia.com>; Sjobom, Lars (Nokia - SE/Kista) <lars.sjobom@nokia.com>; Lunda
(Nokia - SE/Kista) <leif.lundahl@nokia.com>; Suhr, Louise (Nokia - DK/Copenhagen)
<louise.suhr@nokia.com>; Schatteman, Luc (Nokia - BE/Antwerp) <luc.schatteman@nokia.co
Ruiz, Ludovic (Nokia - FR/Paris-Saclay) <ludovic.ruiz@nokia.com>; Rutkowski, Maciej (Nokia
PL/Bydgoszcz) <maciej.rutkowski@nokia.com>; Wryter, Manny (Nokia - GB/Reading)
<manny.wryter@nokia.com>; Hytonen Elomaa, Mari (Nokia - FI/Tampere) <mari.hytonen-
elomaa@nokia.com>; Wenner, Mats (Nokia - SE/Kista) <mats.wenner@nokia.com>; Mohidee
Meeran (Nokia - IN/Chennai) <meeran.mohideen@nokia.com>; Zhou, Mi (Nokia - CN/Chengd
<mi.zhou@nokia.com>; Heinz, Michael (Nokia - DE/Stuttgart) <michael.heinz@nokia.com>; K
Michal (Nokia - PL/Warsaw) <michal.kociolek@nokia.com>; Szewczyk, Michal (Nokia - PL/Wa
<michal.szewczyk@nokia.com>; Kuisma, Mika (Nokia - FI/Espoo) <mika.kuisma@nokia.com>
Marchenko, Mikhail (Nokia - RU/Saint Petersburg) <mikhail.marchenko@nokia.com>; Scheele
Mirjana (Nokia - DE/Unterschleissheim) <mirjana.scheele@nokia.com>; Ag, Mohan (Nokia -
IN/Bangalore) <mohan.ag@nokia.com>; Sameeruddin, Mohd (Nokia - IN/Noida)
<mohd.sameeruddin@nokia.com>; Eur1, Net Contactcentre. (Nokia - Global)
<net.contactcentre.eur1@nokia.com>; Murphy, Paul (Nokia - GB/Huntingdon)
<paul.murphy@nokia.com>; Mikaelsson, Peter (Nokia - SE/Kista) <peter.mikaelsson@nokia.c
Wennerstrom, Peter (Nokia - SE/Kista) <peter.wennerstrom@nokia.com>; Kowalczyk, Piotr (N
PL/Warsaw) <piotr.kowalczyk@nokia.com>; Khanna, Rajesh (Nokia - US/Irving)
<rajesh.khanna@nokia.com>; Kylmakoski, Riku (Nokia - FI/Tampere) <riku.kylmakoski@noki
Tandon, Ritu (Nokia - IN/Gurgaon) <ritu.tandon@nokia.com>; Kaura, Sanjeev (Nokia - IN/Noi
<sanjeev.kaura@nokia.com>; Patja, Susanna (Nokia - FI/Espoo) <susanna.patja@nokia.com
Strandos, Svein (Nokia - DK/Copenhagen) <svein.strandos@nokia.com>; Notte, Sylvain (Nok
FR/Paris-Saclay) <sylvain.notte@nokia.com>; +33616178466@sms.app.nokia.com; Luc
Sylvie (Nokia - FR/Paris-Saclay) <sylvie.lucaora@nokia.com>; Venkataramanan, T (Nokia -
IN/Chennai) <t.venkataramanan@nokia.com>; Boisnon, Thierry (Nokia - FR/Paris-Saclay)
<thierry.boisnon@nokia.com>; Rogiewicz, Tomasz (Nokia - PL/Warsaw)
<tomasz.rogiewicz@nokia.com>; Ostergaard, Torsten (Nokia - DK/Copenhagen)
<torsten.ostergaard@nokia.com>; Siltanen, Vesa (Nokia - PT/Amadora) <vesa.siltanen@nok
Singh, Vikash (Nokia - IN/Noida) <vikash.singh@nokia.com>; Hackenberg, Wolfgang (Nokia -
DE/Unterschleissheim) <wolfgang.hackenberg@nokia.com>; Trofimov, Yuri (Nokia - RU/Mosc
<yuri.trofimov@nokia.com>; +34628364701@smsgw.nsn.com;
+359898499559@smsgw.nsn.com; +380937128577@smsgw.nsn.com;
IN/Noida)
Wroclaw)
Copenhagen)
e) <brian.fischer@nokia.com>;
m>; Kodwani, Chandra (Nokia -
ndramouli (Nokia - IN/Chennai)
. (Nokia - GB/Bristol)
du) <colin.wang2@nokia.com>;
Dries (Nokia - BE/Antwerp)
mcteam.wse@nokia.com>; Pirvu,
iraja, Gautam (Nokia - SE/Kista)
/Antwerp)
T/Vimercate)
) <gopal.bagri@nokia.com>;
; Esla, Hami (Nokia - SE/Kista)
ishna.y@nokia.com>; Cox, Ian
K/Copenhagen)
acobo.maceira@nokia.com>;
a.com>; Lindgren, Jan (Nokia -
Amadora)
vitha.r@nokia.com>; Rasmussen,
ersson, Kjell (Nokia -
K-P (Nokia - ES/Madrid) <k-
obom@nokia.com>; Lundahl, Leif
DK/Copenhagen)
<luc.schatteman@nokia.com>;
; Rutkowski, Maciej (Nokia -
okia - GB/Reading)
mpere) <mari.hytonen-
ner@nokia.com>; Mohideen,
ou, Mi (Nokia - CN/Chengdu)
hael.heinz@nokia.com>; Kociolek,
zyk, Michal (Nokia - PL/Warsaw)
<mika.kuisma@nokia.com>;
nko@nokia.com>; Scheele,
om>; Ag, Mohan (Nokia -
a - IN/Noida)
a - Global)
untingdon)
<peter.mikaelsson@nokia.com>;
.com>; Kowalczyk, Piotr (Nokia -
a - US/Irving)
re) <riku.kylmakoski@nokia.com>;
a, Sanjeev (Nokia - IN/Noida)
susanna.patja@nokia.com>;
.com>; Notte, Sylvain (Nokia -
@sms.app.nokia.com; Lucaora,
kataramanan, T (Nokia -
okia - FR/Paris-Saclay)
rsaw)
Copenhagen)
dora) <vesa.siltanen@nokia.com>;
enberg, Wolfgang (Nokia -
mov, Yuri (Nokia - RU/Moscow)
;
sgw.nsn.com;
IN/Noida)
anders.karlsson@smsgw.nsn.com; andreas.gwosc@smsgw.nsn.com;
andrew.baker@smsgw.nsn.com; astrid.keibel@smsgw.nsn.com;
bartlomiej.norberciak@smsgw.nsn.com; bjarne.klausen@smsgw.nsn.com;
carsten.eickert@smsgw.nsn.com; chandra.kodwani@smsgw.nsn.com;
chandramouli.balasubramanian@smsgw.nsn.com; dries.soetens@smsgw.nsn.com;
fredrik.hallner@smsgw.nsn.com; gabriela.pirvu@smsgw.nsn.com;
gautam.budhiraja@smsgw.nsn.com; geert.van_avermaet@smsgw.nsn.com;
giuseppe.di_cresce@smsgw.nsn.com; gopal.bagri@smsgw.nsn.com;
goran.hagglund@smsgw.nsn.com; hami.esla@smsgw.nsn.com; harikrishna.y@smsgw.nsn.c
henrik.scheving@smsgw.nsn.com; ian.cox@smsgw.nsn.com; jaco.botha@smsgw.nsn.com;
jan.lindgren@smsgw.nsn.com; johan.eriksson@smsgw.nsn.com; Jorge.1.costa@smsgw.nsn.
jose.fale@smsgw.nsn.com; kavitha.r@smsgw.nsn.com; kim.rasmussen@smsgw.nsn.com;
kjell.andersson@smsgw.nsn.com; k-p.korhonen@smsgw.nsn.com; lars.sjobom@smsgw.nsn.
leif.lundahl@smsgw.nsn.com; louise.suhr@smsgw.nsn.com; maciej.rutkowski@smsgw.nsn.c
manny.wryter@smsgw.nsn.com; mats.wenner@smsgw.nsn.com;
meeran.mohideen@smsgw.nsn.com; michal.kociolek@smsgw.nsn.com;
mika.kuisma@smsgw.nsn.com; mikhail.marchenko@smsgw.nsn.com;
mirjana.scheele@smsgw.nsn.com; mohan.ag@smsgw.nsn.com;
mohd.sameeruddin@smsgw.nsn.com; peter.mikaelsson@smsgw.nsn.com;
peter.wennerstrom@smsgw.nsn.com; piotr.kowalczyk@smsgw.nsn.com;
raanan.sharky@smsgw.nsn.com; rajesh.khanna@smsgw.nsn.com; sanjeev.kaura@smsgw.n
stig.poulsen@smsgw.nsn.com; susanna.patja@smsgw.nsn.com; svein.strandos@smsgw.nsn
sverre.natvik@smsgw.nsn.com; sylvain.notte@smsgw.nsn.com;
t.venkataramanan@smsgw.nsn.com; thierry.boisnon@smsgw.nsn.com;
torsten.ostergaard@smsgw.nsn.com; wolfgang.hackenberg@smsgw.nsn.com;
Cc: Wse, Eme-Admin (Nokia - Global) <eme-admin.wse@nokia.com>; WSE, EMCteam (Nok
Global) <emcteam.wse@nokia.com>; Care, Nokia (Nokia - Global) <nokia.care@nokia.com>
Subject: RE: Outage End Alert, Tt-Netvaerket P/S, DENMARK, NetAct, CAS-174453-M5L6
Hi,
Can anybody confirm who is CaPM for this customer? I want to start RCA in NCT…
Thanks,
Jacek
From: Sobolev, Maxim (Nokia - UA/Kiev)

Subject: Outage End Alert, Tt-Netvaerket P/S, DENMARK, NetAct, CAS-174453-M5L6
15-10-2018 17:40 GMT+2

IN/Noida)
sgw.nsn.com;
gw.nsn.com;
om;
sn.com;
om;
smsgw.nsn.com;
nsn.com;
m;
rikrishna.y@smsgw.nsn.com;
botha@smsgw.nsn.com;
orge.1.costa@smsgw.nsn.com;
ssen@smsgw.nsn.com;
lars.sjobom@smsgw.nsn.com;
j.rutkowski@smsgw.nsn.com;
.com;
om;
sn.com;
n.com;
sanjeev.kaura@smsgw.nsn.com;
vein.strandos@smsgw.nsn.com;
com;
w.nsn.com;
m>; WSE, EMCteam (Nokia -

<nokia.care@nokia.com>
tAct, CAS-174453-M5L6
rt RCA in NCT…
CAS-174453-M5L6
IN/Noida)
Total Outage
IMPACTED SERVICE: there was total NetAct outage -supervision, alarm monitoring was not
no impact on subscribers
TITLE: NetAct is not working. VM3 is rebooting repeatedly / loc: Denmark
SLA met at 16:20 GMT+2
RESOLUTION: LDAP database issue was detected . Problematic directory server was restor
Incident Mgr.: Maxim Sobolev, +380937128577

Direction Incoming Date Created 10/16/2018 3:37 AM
Type N/A
Status Completed
From
To
IN/Noida)
alarm monitoring was not possible , but outage is over now
nmark
directory server was restored from DB snapshot.
SYSTEM
10/16/2018 3:37 AM
+4915155153870@smsgw.nsn.com
IN/Noida)
IN/Noida)
hami.esla@nokia.com
ian.cox@nokia.com
kavitha.r@nokia.com
IN/Noida)
IN/Noida)
mi.zhou@nokia.com
mohan.ag@nokia.com
IN/Noida)
Cc
Subject RE: Outage End Alert, Tt-Netvaerket P/S, DENMARK, NetAct, CAS-174453-M5L6
Description
Hi,
Can anybody confirm who is CaPM for this customer? I want to start RCA in NCT…
Thanks,
Jacek

Subject: Outage End Alert, Tt-Netvaerket P/S, DENMARK, NetAct, CAS-174453-M5L6
15-10-2018 17:40 GMT+2

Total Outage

Type N/A
Status Completed
From
IN/Noida)
S-174453-M5L6
rt RCA in NCT…
CAS-174453-M5L6
nmark
SYSTEM
10/15/2018 11:34 PM
IN/Noida)
To
Cc
Subject EME End at Tt-Netvaerket P/S, Denmark; CAS-174453-M5L6;
Description
Product: NetAct
Restored: <EME Restored time in NCT - 15/10/2018 16:20 GMT+2
TITLE: NetAct is not working. VM3 is rebooting repetidly / loc: Danmark

RESOLUTION: restoring directory server from snapshot time Incid
ent Mgr: Maxim Sobolev, +380937128577;2nd +380503350821;

Engineer: Pedro Moleiro, +351968049793
GWC Warsaw, +48223062914

Type N/A
Status Completed
From
To
Cc
Subject SLA fulfillment sent by Maxim Sobolev for EME # CAS-174453-M5L6 succeeded at 15.10.201
Description

IN/Noida)
I_EXT_SMS_COUNTRY_DENMARK@internal.nsn.com
i_ext_sms_Country_Denmark@smsgw.nsn.com
I_EXT_SMS_CUSTOMER_DNK_TT_NETVAERKET@internal.nsn.com
i_ext_sms_Customer_DNK_TT_NETVAERKET@smsgw.nsn.com
I_EXT_SMS_MU_NBB@internal.nsn.com
i_ext_sms_MU_NBB@smsgw.nsn.com
oskar.swiderski.ext@nokia.com
#43;2
mark
50821;
SYSTEM
10/15/2018 11:33 PM
L6 succeeded at 15.10.201816:20 GMT+2
IN/Noida)

Type Solution Provided
Status Completed
From
To
Cc
Subject Customer Emergency Solution Provided: Tt-Netvaerket P/S - CAS-174453-M5L6 - NetAct is
Description
Dear Florin TARHON,
The Customer Emergency Report will be sent accordingly.
If you have any questions about your restoration, please do not hesitate to come back to us.
Regards,
Pedro Moleiro
Nokia Care

Type N/A
Status Completed
From
To
IN/Noida)
10/15/2018 10:49 PM
-174453-M5L6 - NetAct is not working. VM3 is rebooting repetidly / loc: Danmark
/restored.
itate to come back to us.
SYSTEM
10/15/2018 10:19 PM
+4915155153870@smsgw.nsn.com
IN/Noida)
IN/Noida)
hami.esla@nokia.com
ian.cox@nokia.com
kavitha.r@nokia.com
IN/Noida)
IN/Noida)
mi.zhou@nokia.com
mohan.ag@nokia.com
IN/Noida)
Cc
Subject Outage End Alert, Tt-Netvaerket P/S, DENMARK, NetAct, CAS-174453-M5L6

Description
15-10-2018 17:40 GMT+2
Total Outage

Type N/A
Status Completed
From
IN/Noida)
4453-M5L6
nmark
SYSTEM
10/15/2018 9:54 PM
IN/Noida)
To
Cc
Subject EME Update +1h at Tt-Netvaerket P/S, Denmark; CAS-174453-M5L6;
Description
Product: NetAct
Total Outage declared by Engineer, Incident Manager will check now the classification;
DATE/TIME ENGINEER CONTACTED CUSTOMER: 15/10/2018 15:00 CET
TITLE: NetAct is not working. VM3 is rebooting repetidly / loc: Danmark
IMPACT: Total outage
STATUS: DIRSV, finishing the tests
NEXT STEPS: awaiting customers confirmation
Incident Mgr: Maxim Sobolev, +380937128577;2nd +380503350821;
Engineer: Pedro, Moliero; +351968049793
GWC Warsaw, +48223062914

Type N/A
Status Completed
From
To
Cc
Subject RE: EME # CAS-174453-M5L6 - Tt-Netvaerket P/S - NetAct - NetAct is not working. VM3 is re
Description

IN/Noida)
I_EXT_SMS_COUNTRY_DENMARK@internal.nsn.com
i_ext_sms_Country_Denmark@smsgw.nsn.com
I_EXT_SMS_CUSTOMER_DNK_TT_NETVAERKET@internal.nsn.com
i_ext_sms_Customer_DNK_TT_NETVAERKET@smsgw.nsn.com
I_EXT_SMS_MU_NBB@internal.nsn.com
i_ext_sms_MU_NBB@smsgw.nsn.com
oskar.swiderski.ext@nokia.com
L6;
w the classification;
0 CET
mark
503350821;
SYSTEM
10/15/2018 9:48 PM
pedro.moleiro@nokia.com
gdcpt.eme_netact@nokia.com
ct is not working. VM3 is rebooting repetidly / loc: Danmark
IN/Noida)
_____________________________________________
To: Moleiro, Pedro (Nokia - PT/Amadora) <pedro.moleiro@nokia.com>
Cc: I_EMERGENCY_MANAGERS_EUROPE_GMS <I_EMERGENCY_MANAGERS_EUROPE@nokia
Care, Nokia (Nokia - Global) <nokia.care@nokia.com>; Ostergaard, Torsten (Nokia - DK/Cope
<torsten.ostergaard@nokia.com>
Subject: EME # CAS-174453-M5L6 - Tt-Netvaerket P/S - NetAct - NetAct is not working. VM3
rebooting repetidly / loc: Danmark

Hello Pedro

This email chain is created, for internal communication related to emergency case. Please a
additional recipients to this mail, if needed, but don't delete existing ones.

Please reply to the questions below:

- Is it a LIVE or TESTBED system?
Live
- What is the exact NetAct version?
[root@na1vm3 ~]# cat /etc/netact-release
##################################
NetAct8EP1 - NetAct - 8.1.10.3630.6
[2015-10-10 01:48:08]
##################################
Netact8EP1 - NetAct - 8.1.10.3630.149
[2015-10-10 13:35:31]
##################################
Netact15 - NetAct - 15.2.0.952
[2015-10-14 16:43:02]
##################################
NetAct8And15 - oss - PP315_7
[2015-10-15 15:36:31]
##################################
NetAct152 - netact - PP316_7
[2015-10-15 16:51:38]
##################################
[2015-10-15 19:39:41]
##################################
[2015-10-15 21:55:07]
##################################
NetAct8And15 - netact - PP327_2
[2015-10-16 15:18:58]
IN/Noida)
om>
ANAGERS_EUROPE@nokia.com>;
Torsten (Nokia - DK/Copenhagen)
etAct is not working. VM3 is
o emergency case. Please add
ng ones.
IN/Noida)
##################################
[2015-10-16 17:47:28]
##################################
[2015-10-16 19:02:32]
##################################
[2015-10-16 20:21:52]
##################################
NetAct155 - NetAct - 15.5.0.1036
[2016-02-25 10:53:30]
##################################
NetAct155MP2 - NetAct - 15.5.0.1036.1189
[2016-02-26 07:49:41]
##################################
NetAct162 - NetAct - 16.2.0.996
[2016-06-09 14:48:20]
##################################
NetAct162 - NetAct - 16.2.0.996
[2016-06-09 15:03:06]
##################################
NetAct162 - NetAct - PP384_6
[2016-06-11 16:59:28]
##################################
NetAct162 - NetAct - PP398
[2016-06-24 11:39:49]
##################################
NetAct162 - NetAct - SP391_7
[2016-08-30 21:31:01]
##################################
NetAct162 - NetAct - PPLTE16MP4_2
[2016-11-08 16:19:20]
##################################
[2016-11-15 20:42:34]
##################################
NetAct162 - NetAct - PPValidator079_1
[2017-01-11 17:07:15]
##################################
NetAct - NetAct - PP434
[2017-04-05 17:45:01]
##################################
NetAct168 - NetAct - 16.8.0.581
2017-05-18 10:05:13
##################################
IN/Noida)
IN/Noida)
2017-05-19 12:07:09
##################################
2017-05-29 16:25:23
##################################
NetAct168 - NetAct - PPLTE16AMP8_4
2017-08-15 17:32:51
##################################
2017-08-18 13:23:15
##################################
NetAct168 - NetAct - PP452_4
2017-08-28 16:58:03
##################################
2017-08-28 18:08:07
##################################
NetAct168MP3 - NetAct - 16.8.0.581.1408
2017-11-21 17:53:28
##################################
2017-12-04 10:22:38
##################################
2018-01-18 11:37:33
##################################
NetAct178 - NetAct - 17.8.0.799
2018-02-23 10:31:59
##################################
2018-02-27 13:36:33
##################################
2018-03-21 16:05:00
##################################
2018-05-18 14:08:54
##################################
NetAct18 - NetAct - 18.0.0.603
2018-09-24 23:43:00
##################################
2018-09-27 15:49:04
##################################
[root@na1vm3 ~]#
IN/Noida)
IN/Noida)
- Is it a Standalone or DR setup?
Standalone
- Detailed description of the problem
There are no LDAP running on NetAct, from /var/log/messages there are errors with
Oct 15 15:35:35 na1vm3 nslcd[2651]: [c1016f] <passwd=-1> no available LDAP server found:
object
Oct 15 15:40:02 na1vm3 nslcd[2651]: [5f7029] <passwd="system"> failed to bind to LDAP ser
Oct 15 15:40:02 na1vm3 nslcd[2651]: [5f7029] <passwd="system"> failed to bind to LDAP ser
Oct 15 15:40:02 na1vm3 nslcd[2651]: [5f7029] <passwd="system"> no available LDAP server
No such object
Oct 15 15:40:02 na1vm3 nslcd[2651]: [5e18f8] <group="sysop"> no available LDAP server fou
Server is unavailable: Resource temporarily unavailable
Oct 15 15:41:01 na1vm3 sshd[36679]: Accepted password for root from 172.17.37.143 port 5
ssh2
Oct 15 15:41:04 na1vm3 named[1126]: dumping master file: tmp-MGgxcj8f0M: open: permis
denied
Oct 15 15:41:16 na1vm3 named[1126]: dumping master file: tmp-YceXwy2cqg: open: permis
denied
Oct 15 15:41:23 na1vm3 nslcd[2651]: [a62aca] <passwd="omc"> failed to bind to LDAP serve
Oct 15 15:41:23 na1vm3 nslcd[2651]: [a62aca] <passwd="omc"> failed to bind to LDAP serve
Oct 15 15:41:23 na1vm3 nslcd[2651]: [a62aca] <passwd="omc"> no available LDAP server fo
such object
Oct 15 15:44:37 na1vm3 nslcd[2651]: [92ca79] <group=510> failed to bind to LDAP server
Oct 15 15:44:37 na1vm3 nslcd[2651]: [92ca79] <group=510> failed to bind to LDAP server
Oct 15 15:44:37 na1vm3 nslcd[2651]: [92ca79] <group=510> no available LDAP server found:
such object
Oct 15 15:47:45 na1vm3 sshd[40441]: Accepted password for root from 172.17.37.142 port 5
ssh2

From the configuration file /etc/nslcd.conf we don’t see any wrong entries:

# Mappings for AIX SecureWay
#filter passwd (objectClass=aixAccount)
#map passwd uid userName
#map passwd userPassword passwordChar
#map passwd uidNumber uid
IN/Noida)
re are errors with
ailable LDAP server found: No such
> failed to bind to LDAP server
> failed to bind to LDAP server
> no available LDAP server found:
o available LDAP server found:
etaddrinfo for
LE BREAK-IN ATTEMPT!
from 172.17.37.143 port 58077
MGgxcj8f0M: open: permission
YceXwy2cqg: open: permission
ailed to bind to LDAP server
ailed to bind to LDAP server
o available LDAP server found: No
to bind to LDAP server
to bind to LDAP server
ailable LDAP server found: No
etaddrinfo for
LE BREAK-IN ATTEMPT!
from 172.17.37.142 port 50804
entries:
IN/Noida)
#map passwd gidNumber gid
#filter group (objectClass=aixAccessGroup)
#map group cn groupName
#map group uniqueMember member
#map group gidNumber gid
uid nslcd
gid ldap
# This comment prevents repeated auto-migration of settings.
uri ldap://na1vm3/ ldap://na1vm5/
base dc=netact,dc=net
ssl no
tls_cacertdir /etc/openldap/cacerts
nss_initgroups_ignoreusers root
binddn cn=sysproxy,ou=admin_users,dc=netact,dc=net
bindpw Ua8Y82Aqn44P76dn

Checked configuration file /etc/nslcd.conf and VM3 was restarted

We can see from history there were changes today on VM3 and VM5, maybe due to the eme
from Saturday

manager_password=Manager --basedn=dc=netact,dc=net --destination=na1vm5
860 df -h
861 cd /var
862 du -sh *
863 cd opt
864 ls -ltrh
865 du -sh *
866 cd oss
867 du -sh *
868 cd globalv4
869 du -sh *
870 wasconf
871 ls -ltrh
872 du -sh *
873 pwd
874 du -sh *
875 df -h /var/opt/oss/globalv4
876 cd ..
IN/Noida)
M5, maybe due to the emergency
=Manager" --
ation=na1vm5
IN/Noida)
877 du -sh *
878 cd ..
879 cd
880 cd +
881 du -sh *
882 pwd
883 cd /var
884 du -sh *
885 df -h
886 history
888 /opt/cpf/bin/cpfrhdsconf_init_replication.sh --manager="cn=Manager" --
manager_password=Manager --basedn=dc=netact,dc=net --destination=nar1vm5
889 df -h
890 history
891 smanager.pl status service dirsrv
892 ls -ltr
893 cd /home/omc
894 ls -ltr
895 cd .ssh
896 ls -ltr
897 cat known_hosts
898 cat known_hosts | grep HC2RNC
899 cat known_hosts | grep 10.34.21.52
900 smanager.pl status service
901 smanager.pl status
902 smanager.pl status | grep fail
903 da
904 smanager.pl status | grep fail
908 watch "smanager.pl status service dirsrv"
909 smanager.pl status service dir
912 cd /opt/cpf/bin/
913 ls -ltr
manager_password="Manager" --basedn=dc=netact,dc=net --nodes=nar1vm3 nar1vm5
915 uptime
916 history
917 ldapsearch -x -h localhost -b dc=netact,dc=net -D "cn=Manager" -w Manager -s base -b
IN/Noida)
=Manager" --
es=na1vm3 na1vm5
=Manager" --
ation=nar1vm5
=Manager" --
ation=nar1vm3
=Manager" --
ation=nar1vm5
=Manager" --
es=nar1vm3 nar1vm5
ger" -w Manager -s base -b
IN/Noida)
"cn=monitor"
manager_password="Manager" --basedn=dc=netact,dc=net --nodes=nar1vm3
manager_password=Manager --basedn=dc=netact,dc=net --destination=naivm3 na1vm5
924 less /var/log/cpf/dirsrv/dirsrv.log | grep err
926 smanager.pl status service dirsrv$ | cut -f2 -d:
927 ldapsearch -h localhost -b "cn=mapping tree,cn=config" -D "cn=manager" -w <Directory
Manager-Password> objectClass=nsDS5ReplicationAgreement -LL| perl -p00e 's/\r?\n //g'
928 su - omc
929 ls -ltrh /var/lib/dirsrv/slapd-oss/changelogdb/*.db
930 cd /var/lib/dirsrv/slapd-oss/changelogdb/*
931 cd /var/lib/dirsrv/slapd-oss/changelogdb/
932 du -sh *
933 cd ..
934 du -sh *
935 pwd
936 cd bak
937 ls -ltrh
938 cd ..
939 cd /var/log/dirsrv/slapd-oss
940 ls -ltr
941 less
942 less errors
manager_password="Manager" --basedn=dc=netact,dc=net --nodes=nar1vm3 nar1vm5
945 history
950 less /var/log/cpf/dirsrv/dirsrv.log | grep 2018-10-15
951 ldapsearch -h localhost -b "cn=mapping tree,cn=config" -D
IN/Noida)
=Manager" --
es=nar1vm3
=Manager" --
ation=nar1vm5
=Manager" --
ation=na1vm5
=Manager" --
ation=naivm3 na1vm5
=Manager" --
es=na1vm3 na1vm5
=Manager" --
ation=na1vm5
n=manager" -w <Directory-
perl -p00e 's/\r?\n //g'
=Manager" --
es=nar1vm3 nar1vm5
=Manager" --
ation=nar1vm5
=Manager" --
ation=na1vm5
=Manager" --
es=na1vm3 na1vm5
IN/Noida)
"cn=ma
nager" -w Manager objectClass=nsDS5ReplicationAgreement -LL| perl -p00e 's/\r?
\n //g
952 su - omc
953 df -H
954 history
955 history | less
956 reboot
957 /opt/cpf/oma/AF/cpf_scripts/RHDSreplicationcheck.sh
958 df -H
959 ls -ltr /opt/cpf/bin/cpfrhdsconf_init_replication.sh
960 /opt/cpf/bin/cpfrhdsconf_init_replication.sh --manager="Manager" --
manager_password="manager" --basedn=dc=netact,dc=net --destination=na1vm5
961 /opt/cpf/bin/cpfrhdsconf_init_replication.sh --manager="Manager" --
manager_password="Manager" --basedn=dc=netact,dc=net --destination=na1vm5
manager_password="Manager" --basedn=dc=netact,dc=net --destination=na1vm5
963 ssh na1vm5

So we have restored DIRSV from last known backup, which was from day 12 of October, afte
restore LDAP started working and services from VM3 could be started, after services from VM
started users could connect to NetAct.

- Execute PHC/FHC, send the report here and attach to NCT
- Attach relevant log files
- Send remote connection details, with system IP addresses / system name.
- User credentials for NetAct (root/omc) and for OA.
- Is there an outage at the moment?

Please indicate which of the following circumstances are met:

Nokia NetAct / NetAct for Tetra
o Total loss of functionality of the product
o NetAct cluster down
o NetAct database down
o No connection to any network element (all NEs lost connection)
o No alarms from one or more element class
o No measurements from one or more element class
o Installation problem causing NetAct outage

Your detailed answers are highly appreciated.
Type N/A
Status Completed
IN/Noida)

perl -p00e 's/\r?
//g'
anager" --
ination=na1vm5
anager" --
ination=na1vm5
=Manager" --
ination=na1vm5
m day 12 of October, after the

ted, after services from VM3 were
/ system name.
SYSTEM
10/15/2018 9:08 PM
IN/Noida)
From
To
IN/Noida)
+4915155153870@smsgw.nsn.com
hami.esla@nokia.com
IN/Noida)
IN/Noida)
ian.cox@nokia.com
kavitha.r@nokia.com
mi.zhou@nokia.com
mohan.ag@nokia.com
IN/Noida)
Cc
Subject Outage Start Alert, Tt-Netvaerket P/S, DENMARK, NetAct, CAS-174453-M5L6
IN/Noida)
4453-M5L6
IN/Noida)
Description
15-10-2018 16:33 GMT+2
Total Outage
IMPACTED SERVICE: Supervision, alarm monitoring not possible

EME Restoration Time exceeds at 18:52-GMT+2

STATUS: NetAct is not operational. As Virtual Machine (VM3) is in cyclic restart. T2 engineer i
NEXT STEPS: still investigating, if no solution is found within next 30 mins , case will be esca
NEXT UPDATE: Latest at 17:52 GMT+2

Type N/A
Status Completed
From
To
Cc
Subject Outage Classification Information Case CAS-174453-M5L6

Description Candidate for Severe Repeated Outage - (>10% Network Down or >500K Subscribers Affected

Outage confirmed according to TL9000 specification


Type N/A
Status Completed
From
To
Cc
Subject EMC involved at 15:00 GMT+2 CAS-174453-M5L6
IN/Noida)
nmark
cyclic restart. T2 engineer is connected to the system, and found out the problems with LDAP database.
30 mins , case will be escalated to L3
SYSTEM
10/15/2018 8:53 PM
>500K Subscribers Affected - OSS will be not considered here) - Yes or No
SYSTEM
10/15/2018 8:53 PM
IN/Noida)
Description Standard GWC Activation

Type N/A
Status Completed
From
To
Cc
Subject EME # CAS-174453-M5L6 - Tt-Netvaerket P/S - NetAct - NetAct is not working. VM3 is reboo
IN/Noida)
SYSTEM
10/15/2018 8:29 PM
pedro.moleiro@nokia.com
not working. VM3 is rebooting repetidly / loc: Danmark
IN/Noida)
Description Hello Pedro

This email chain is created, for internal communication related to emergency case. Please a

Please reply to the questions below:

- Is it a LIVE or TESTBED system?
- What is the exact NetAct version?
- Is it a Standalone or DR setup?
- Detailed description of the problem
- Execute PHC/FHC, send the report here and attach to NCT
- Attach relevant log files
- Send remote connection details, with system IP addresses / system name.
- User credentials for NetAct (root/omc) and for OA.
- Is there an outage at the moment?

Please indicate which of the following circumstances are met:

Nokia NetAct / NetAct for Tetra
o Total loss of functionality of the product
o NetAct cluster down
o NetAct database down
o No connection to any network element (all NEs lost connection)
o No alarms from one or more element class
o No measurements from one or more element class
o Installation problem causing NetAct outage

Your detailed answers are highly appreciated.
If You will place Your answers in line, please use a different color.


Type Customer Email
Status Completed
From
To
Cc
Subject Initial Response: Tt-Netvaerket P/S-CAS-174453-M5L6-NetAct is not working. VM3 is rebooti
IN/Noida)
o emergency case. Please add additional recipients to this mail, if needed, but don't delete existing ones.
/ system name.
10/15/2018 7:59 PM
ot working. VM3 is rebooting repetidly / loc: Danmark-N/A
IN/Noida)
Description Dear Florin TARHON,
We have received your request N/A and our customer service representative will contact you
Case number is CAS-174453-M5L6.
Should you need to follow up on this case, please use this case number as reference.
Regards,
Pedro Moleiro
Nokia Care

Type Internal Communication
Status Completed
From
To
Cc
Subject Support Case CAS-174453-M5L6
IN/Noida)
esentative will contact you shortly.
mber as reference.
CRM Prod
10/15/2018 7:52 PM
IN/Noida)
Description
Dear Florin TARHON,
Thank you for contacting Nokia Care. We appreciate your continued business and the opportu
assist you with your enquiry. Your Support Case CAS-174453-M5L6 has been created and is
currently being directed to the appropriate Nokia Care Engineer. You will be contacted by an a
Engineer regarding this Support Case.
Issue: NetAct is not working. VM3 is rebooting repetidly / loc: Danmark
If you would like to view or update your case online, please visit
To access your Case, please use the following steps;
1. Login to Nokia Online Services NOLS
2. Click on the Care tab
3. Select Help Desk (new) from the drop-down
4. Select the Case tab
The link below is only active for use if you are currently logged into Nokia Online Support NOL
Desk
Link to Customer Portal
Regards,
Nokia Care
Notes
IN/Noida)
d business and the opportunity to
6 has been created and is
ou will be contacted by an assigned
ark
Nokia Online Support NOLS Help
IN/Noida)

Internal Case Summary PDF

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Nokia Internal Case Summary

Entitlement 027 / NetAct 18 / Tt-Netvaerket P/S / Critical

Product / Software / Hardware

# Mappings for AIX SecureWay

- What has been done for investigation so far?

855 smanager.pl status node localhost

[root@na1vm3 ~]# /opt/cpf/bin/cpfrhdsconf_restore_from_backup.sh --manager="cn=Manager" --

Symptoms were uploaded to this case

Direction Outgoing Date Created 2/7/2019 7:55 PM

The emergency situation described in this case has been corrected/restored.

Activity Type Email Created By Moleiro, Pedro (Nokia - PT

Direction Outgoing Date Created 1/22/2019 4:47 PM

Moleiro, Pedro (Nokia - PT/Amadora)

The emergency situation described in this case has been corrected/restored.

Activity Type Email Created By Liahovski, Ilia (Nokia - DE

Direction Outgoing Date Created 11/21/2018 5:48 PM

Liahovski, Ilia (Nokia - DE/Unterschleissheim)

Date of Incident: 15/10/2018 14:52

Incident Restoration Date/Time:

Summary of the Incident:

Activity Type Email Created By SYSTEM

Subject RE: RCA ready for EMERGENCY case # CAS-174453-M5L6

From: WSE, EMCteam (Nokia - Global)

Please find additional documentation on RCA handling here.

Many Thanks in advance,

With Best Regards,

Market Europe Incident Management Center

Activity Type Email Created By SYSTEM

as READY, in the NCT tool.

hours, in order to keep internal SLA's.

Subject RCA ready for EMERGENCY case # CAS-174453-M5L6

Please find additional documentation on RCA handling here.

Many Thanks in advance,

With Best Regards,

Market Europe Incident Management Center

Activity Type Email Created By SYSTEM

Subject RE: Filipa EME # CAS-174453-M5L6 - RCA

as READY, in the NCT tool.

hours, in order to keep internal SLA's.

ard@nokia.com>; L1 Keyuser, Care

&D created a RedHat ticket and

m>; L1 Keyuser, Care Tools Support

okia.com>; L1 Keyuser, Care Tools

Subject RE: Filipa EME # CAS-174453-M5L6 - RCA

d update you by 07th Nov.”

ard@nokia.com>; L1 Keyuser, Care Tools Support (Nokia - DE) <care_tools_support.l1_keyuser@nokia.com>

okia.com>; L1 Keyuser, Care Tools

The details of your case are:

Solution Provided Date: 10/15/2018 2:20 PM

Solution Provided Target: 10/15/2018 4:52 PM

Points to consider when taking the Customer Survey:

1. Quality of the resolution?

· Did the resolution provided solve the issue?

3. Our support personnel's level of technical knowledge?

nformation to assist in the event of a reoccurrence?

we provide the solution within the contractual timeframe?

4. Communication regarding the status of the case?

5. Your overall satisfaction with the handling of the case?

Nokia policy dictates scores of 3 or less on are turned survey as unsatisfactory.

To access this Survey, please use this Link.

Thank you for your valuable time and feedback.

Activity Type Email Created By SYSTEM

Subject RE: Filipa EME # CAS-174453-M5L6 - RCA

15-10-2018 17:40 GMT+2

15-10-2018 17:40 GMT+2

ent Mgr: Maxim Sobolev, +380937128577;2nd +380503350821;