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: 2019-Feb-11
Internet Society Requests For Comment (RFCs)
This document explores competing uses, architectures, and desirable features of integrated internal trouble ticket systems for Network and other Operations Centers. This memo provides information for the Internet community. It does not specify an Internet standard.
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.
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.
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.
Johnson [Page 1]
RFC 1297 NOC TT REQUIREMENTS January 1992
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 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, an operator may ask out loud if someone else knows about or is working on a problem, but the system should allow for more formal communication as well.
2) SCHEDULING and WORK ASSIGNMENT. NOCs typically work with many simultaneous problems wi...