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NOC Internal Integrated Trouble Ticket System Functional Specification Wishlist ("NOC TT REQUIREMENTS") (RFC1297)

IP.com Disclosure Number: IPCOM000002117D
Original Publication Date: 1992-Jan-01
Included in the Prior Art Database: 2000-Sep-12
Document File: 11 page(s) / 31K

Publishing Venue

Internet Society Requests For Comment (RFCs)

Related People

D. Johnson: AUTHOR

Abstract

Professional quality handling of network problems requires some kind of problem tracking system, herein referred to as a "trouble ticket" system. A basic trouble ticket system acts like a hospital chart, coordinating the work of multiple people who may need to work on the problem.

This text was extracted from a ASCII document.
This is the abbreviated version, containing approximately 9% of the total text.

Network Working Group D. Johnson

Request for Comments: 1297 Merit Network, Inc.

January 1992

NOC Internal Integrated Trouble Ticket System

Functional Specification Wishlist

("NOC TT REQUIREMENTS")

Status of the Memo

This memo provides information for the Internet community. It does

not specify an Internet standard. Distribution of this memo is

unlimited.

Abstract

Professional quality handling of network problems requires some kind

of problem tracking system, herein referred to as a "trouble ticket"

system. A basic trouble ticket system acts like a hospital chart,

coordinating the work of multiple people who may need to work on the

problem.

Once the basic trouble ticket system is in place, however, there are

many extensions that can aid Network Operations efficiency.

Information in the tickets can be used to produce statistical

reports. Operator efficiency and accuracy may be increased by

automating trouble ticket entry with information from the network

Alert system. The Alert system may be used to monitor trouble ticket

progress. Trouble tickets may be also used to communicate network

health information between NOCs, to telcom vendors, and to other

internal sales and engineering audiences.

This document explores competing uses, architectures, and desirable

features of integrated internal trouble ticket systems for Network

and other Operations Centers.

Introduction

This RFC describes general functions of a Trouble Ticket system that

could be designed for Network Operations Centers. The document is

being distributed to members of the Internet community in order to

stimulate discussions of new production-oriented operator-level

application tools for network operations. Hopefully, this will

result both in more ideas for improving NOC performance, and in more

available tools that incorporate those ideas.

PURPOSES OF A NOC TROUBLE TICKET SYSTEM

A good Network Operations Trouble Ticket System should serve many

purposes:

1) SHORT-TERM MEMORY AND COMMUNICATION ("Hospital Chart"). The

primary purpose of the trouble ticket system is to act as short-

term memory about specific problems for the NOC as a whole. In a

multi-operator or multi-shift NOC, calls and problem updates come

in without regard to who worked last on a particular problem.

Problems extend over shifts, and problems may be addressed by

several different operators on the same...