GOP Template for Lowering Incident

This Information is required to lower a High or Critical Incident in infoweb. 
• See Doc# 11582147 -  & GOP Incident Handling and Notification Procedures for additional instructions.
• Note: the information below is required prior to lowering the ticket.
• Priority reassessment MUST be included in ticket

Name of person requesting to lower the priority. 
Role/department/title of person authorizing priority change. 
Has the reporter been informed of the change: 
Has the appropriate Incident Coordinator and MIC been informed? 
Has the  Team Leads/Senior On-call been informed? 
Time the service was restored: 
What is the new Business priority: 
What is the new Plant priority: 
New overall priority: 
Info copied from email (if applicable): 

Generic IR Template

Reporter Name: 
Reporter Phone: 
End User Name: 
End User Phone Number: 
End User email Address:  
End User UserID: 
Affected Dept.: 
Location:  

Building: 
Floor: 
Room: 
System: 
Workstation's O/S: 
Possible impact on deadlines (if applicable): 
Error message: 
Problem description: 
Has troubleshooting been attempted by the End User, Partner Service Desk or any other support team?  If Yes provide a brief description, If No simply state Not provided. 
Info copied from email (if applicable): 

Generic RFC Template

If the RFC is for Datacenter Access see Doc # 9100898 - Creating an RFC/eRFC for Data Center Access

Requester: 
Phone: 
Email: 
Product/service name: 
System/server name: 
Requested Start Date: 
Required By Date: 
Description of Change:
This should be a complete explanation of what is happening in the change. 
Reason for Change:
Explain why the change is needed and if it is related to a problem ensure the IR # (Incident Record) is filled in. 
Configuration Item (CI) Affected:
To what is the change being applied (for example: server, desktop, software, documentation, etc.)? 
CI Relationship:
Who (users/groups) or what (server/desktop/documentation, etc.) is being impacted by this change? 
Communication Strategy:
Is there a communication strategy in place for notifying the users and clients if they are impacted (i.e. weekly or special communiqué)? 
Test Plan to ensure successful change:
How was this change tested in the test environment to ensure there would not be a problem during the implementation? How was this change tested in the production environment to ensure there would not be a problem after implementation? Any special implementation instructions should be included here as well.. 
Back Out/Recovery Plan:
If a problem should occur, what is the plan to reverse the change? 
Is this change being performed during the maintenance window?:
Can the change be implemented during a maintenance window (which maintenance window) and if not why? 
Is there an outage? 
During the change, is there a time when the user cannot access a system?
If so, for how long? What is the delivery mechanism being used (NAL object (force run), CD, Thin client)? How many users impacted? Is a reboot required for any workstation and/or server? 
Impact Risk Assessment:
What is the risk of doing the change? What is the risk of not doing the change? Make certain all CIs impacted are addressed. 
Other Pertinent Information:
Who is to be contacted once the work is completed (Service Desk, GOP MIC (Ops DM), Partner Support Groups managing affected Systems)? Who is the OPI for this Project? What is the minimum number of days for vendor cancellation at no cost to the Crown? 

GOP Password Reset Template

Reporter Name: 
Reporter Phone: 
End User Name: 
End User Phone Number: 
End User email Address:  
End User UserID: 
Affected Dept.: 
System: 
Error message: 
Problem description: 
Has troubleshooting been attempted by the End User, Partner Service Desk or any other support team?  If Yes provide a brief description, If No simply state Not provided. 
When did you last successfully access the application? 
Approximately how often do you access this application? 
Have you had the password reset or changed recently? 
What is the reason for this request? (unlock, unsuspend, forgotten password) 
I verified that userid matched to the user. 
I confirmed end-user telephone number. 
I unsuspended the user and issued a tmp password. 
The user was then able to log on and change password 
Info copied from email (if applicable): 

GOP Allstream Template

Reporter Name: 
Reporter Phone: 
Affected Dept.: 
Location:  

Building: 
Floor: 
Room: 
Affected System: 
Problem description: 
Router-ID/ Port ID:  
Time of failure:  
Time of recovery: 
Allstream/Zayo ticket #: 
Confirmation of Location of Gateway: 
Info copied from email (if applicable): 

GOP Blackberry Issues

Reporter Name: 
Reporter Phone number:  
Partner Service Desk Ticket number: 
Who will we contact to confirm resolution (including after hours): 
Contact information for the resolution resource: 
How many End Users are impacted: 
Affected End User Name: 
Affected End User Phone Number: 
Affected End User Blackberry Phone Number: 
Is the issue affecting multiple users for either a Bes or email issue? Y/N 

If yes - Request the emails of some of the affected users(3-5) in order to assist  with Troubleshooting: 
If not provided, will affected user list, and emails, be provided at a later time?  Y/N 
Affected End User Email Address: 
Affected End User UserID: 
Affected End User Dept.: 
Are there multiple departments affected? 
SIM Card number: 
Affected End User Network email UserID:  
End User Blackberry Model: 
End User Blackberry OS Version: 
Affected  End User Location: 

Building: 
Floor: 
Room: 
Problem Description: 
Has troubleshooting been attempted by the End User, Partner Service Desk or any other support team?  If Yes provide a brief description, If No simply state Not provided. 
Description of what the End User are unable to do: 
Description of what End User can do: ( example do they have internet access, can they access google. etc) 
When did the issue start: 
Has the Blackberry been recycled (turned off and on)? 
If the End User is not receiving emails, have they ever received emails? 
If it was previously working, since when has it stopped? 
Has the End Users network/email password been reset? 

If so, the email password on the Blackberry must be manually updated to match. 
If emails or the calendar is not synchronizing from workstation email to Blackberry, has the Blackberry workspace been wiped and recreated? 
Info copied from email (if applicable): 

GOP CDFS Template

Reporter Name: 
Reporter Phone: 
End User Name: 
End User Phone Number: 
End User email Address:  
End User UserID: 
Affected Dept.: 
Location:  

Building: 
Floor: 
Room: 
System: 
Workstation's O/S: 
Possible impact on deadlines (if applicable): 
Error message: 
Problem description: 
Has troubleshooting been attempted by the End User, Partner Service Desk or any other support team?  If Yes provide a brief description, If No simply state Not provided. 
Which database is the client trying to log to:  
What Object/Action is being performed (e.g. Accounts Payable/Save As)?  
What language is being used in CDFS (English or French)?  
Is the action being performed using the Web Version (via URL) or Standard Version (blue screens)?   
If using the Web Version:  
What Operating System and Language is being used (e.g. Windows 2000 English)? 
What Browser, Version and Language are being used (e.g. Internet Explorer - Firefox?) 
Info copied from email (if applicable): 

GOP template for Network Issues

Reporter Name: 
Reporter Phone: 
End User Name: 
End User Phone Number: 
End User email Address:  
End User UserID: 
Affected Dept.: 
Location:  

Building: 
Floor: 
Room: 
System: 
Workstation's O/S: 
Possible impact on deadlines (if applicable): 
Error message: 
Problem description: 
Has troubleshooting been attempted by the End User, Partner Service Desk or any other support team?  If Yes provide a brief description, If No simply state Not provided. 
Which Server are they trying to connect to? 
Has the LAN Admin been contacted to verify if server is up? 
What is the TCP/IP address that they are connecting with? 
What is their TCP/IP address? 
Have they rebooted their system to ensure a clean connection? 
What were they doing before they received the error message? 
Info copied from email (if applicable): 

GOP Template for Mainframe Related Issues

Reporter Name: 
Reporter Phone: 
End User Name: 
End User Phone Number: 
End User email Address:  
End User UserID: 
Affected Dept.: 
Location:  

Building: 
Floor: 
Room: 
System: 
Workstation's O/S: 
Possible impact on deadlines (if applicable): 
Error message: 
Problem description: 
Has troubleshooting been attempted by the End User, Partner Service Desk or any other support team?  If Yes provide a brief description, If No simply state Not provided. 
Which mainframe system are they on or trying to connect to? 
Which Environment is the Customer in? i.e.: Production, Testing... 
Which Mainframe Application are they trying to access/connect or sign on to? 
How are they connecting? i.e.: TCPIP/Gateway? 
Job # (if applicable)? 
Job Name (if applicable)? 
If running a job what is the Abend Code? 
What are the exact Steps that Customer did before receiving error message? 
What is the Impact that this has for the Customer? 
Info copied from email (if applicable): 

GOP Template to Cancel Jobs on the Mainframe

Reporter Name: 
Reporter Phone: 
End User Name: 
End User Phone Number: 
End User email Address:  
End User UserID: 
Affected Dept.: 
Location:  

Building: 
Floor: 
Room: 
System: 
Error message: 
Problem description: 
Has troubleshooting been attempted by the End User, Partner Service Desk or any other support team?  If Yes provide a brief description, If No simply state Not provided. 
Which system / application was the job submitted (MVS1, MVS2...) on. 
Userid 
Job number 
Job name 
Info copied from email (if applicable): 

GOP Template for OCSPROD Related Issues

Reporter Name: 
Reporter Phone: 
End User Name: 
End User Phone Number: 
End User email Address:  
End User UserID: 
Affected Dept.: 
Location:  

Building: 
Floor: 
Room: 
System: 
Error message: 
Problem description: 
Has troubleshooting been attempted by the End User, Partner Service Desk or any other support team?  If Yes provide a brief description, If No simply state Not provided. 
If the client is not part of PWGSC, but from another department, has the client reported this to their LAN administrator and Firewall administrator? If not, they must do this first. 
When diagnosing the problem please ensure that the client has rebooted PC. 
What URL is the reporter is using? 

The URL is case sensitive so be sure to get the correct case for each letter in the URL. 
Is the client's LAN functioning correctly? 
What application function is the user attempting to use? 
Time of actual failure? 
User's browser and version? 
Is it a new installation? 
Was it working before? 
Where is the user located? 
Info copied from email (if applicable): 

GOP Template for PAYCIP - Peoplesoft

Reporter Name: 
Reporter Phone: 
End User Name: 
End User Phone Number: 
End User email Address:  
End User UserID: 
Affected Dept.: 
Location:  

Building: 
Floor: 
Room:

System: 
Error message: 
Problem description: 
Has troubleshooting been attempted by the End User, Partner Service Desk or any other support team?  If Yes provide a brief description, If No simply state Not provided. 
Name of the application that the user's having problems with: PAYCIP 
Is the End User receiving any error message? 
Is anyone else in your office experiencing the same problem, how many users? 
Did the client try to solve the problem himself/herself? 

What has been done? 
Did the client call the local support provider/helpdesk? 
Did the client have the GC HRMS Program Centre look at the problem? 

Did the client verify the XML transaction and Bulk Input File? 
Are there Primary Edits and/or Secondary Edits? 
Which environment is the customer working in (i.e. PROD, QUAT, and TEST)? 
Time of problem/failure? 
Is it the first time the user tried this, when did it work the last time? 
Were any changes made that could have caused the Incident? 

i.e. - Changes to the desktop,  PeopleSoft Application, PeopleSoft environment 
What are the exact steps that the customer did before encountering the problem? 
Can the client provide the "Transaction ID" or "XML Transaction" if required? 

If yes, please obtain contact information. 
Have you ever experienced this problem before today? 

If so, are you aware of the cause/solution for that particular problem?

Info copied from email (if applicable): 

GOP CWA Template

When a Departmental Help Desk (DHD) directs a problem to the National Service Desk (NSD) they will be required to provide the following information in order for a ticket to be raised: 

Name of End User: 
Phone Number of End User: 
Email address of End User: 
Name of Help Desk Agent: 
Phone Number of Help Desk Agent: 
Email address of Help Desk Agent: 
Ticket Number:  
Department:  
 

Summary of Situation: 
What is the problem being experienced? 
Has it worked successfully before?   YES/NO   If YES, when was the last time? 
What page was the user on? 
Any Error codes available? 
TID #:  
 

What troubleshooting steps were done? 
Deleted cache, cookies, browser history:  YES/NO  
URL address: 
MyKEY Recovered?      YES/NO. 

GOP departments using Legacy email

JUS Exception// We should not receive requests to release quarantined emails from Department of Justice (JUS) as they manage their own email quarantine system internally. Any spam email reports or quarantine release requests from JUS should be flagged for review by a TL and re-assigned to the JUS service desk.

For other GOP departments, create an IR and assign to NCLSMAIL.

Open the IR following the example below for each field:

Example:

Reported by.......... PCO/HELPDESK
System name.......... PCONETWK
Foundation........... PCOMAIL
Incident type........ REQ
Assignee Group....... NCLSMAIL
Description.......... PCO Release Quarantine Email 201703311013690
Freeform Text........ Must include the following information, which can be found in the quarantine notification:

Sender: The email address and/or name of the sender from where the email originated.
Recipient: The email address of the intended recipient (usually the person requesting).
Subject: The subject line of the quarantined email.
Date/time: The date and time the email was sent.

Search for a "Legacy Messaging - SPAM" CI in ECD specific to the department.
Verify CI Details > Interested Parties, Assign to 2nd Level Support.
If no valid CI or 2nd level support is specified, create an Out of Scope SR.