NOC Internal Integrated Trouble Ticket System Functional Specification Wishlist ("NOC TT REQUIREMENTS") (RFC1297)
Original Publication Date: 1992-Jan-01
Included in the Prior Art Database: 2000-Sep-12
Internet Society Requests For Comment (RFCs)
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.
Network Working Group D. Johnson
Request for Comments: 1297 Merit Network, Inc.
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
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
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.
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
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 shift. The trouble ticket
(like a hospital chart) provides a complete history of the
problem, so that any operator can come up to speed on a problem
and take the next appropriate step without having to consult with
other operators who are working on something else, or have gone
home, or are on vacation. In single-room NOCs, a...