| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 105.1 | the hour is almost at hand | KERNEL::SCOTT | you can trust a teddy bear | Fri Aug 16 1991 05:12 | 18 |
| Well people, time to open this again. I seem to be this month's NICE
baton carrier and as such I'm going to lots of meetings about NICE
procedures. Now that you're doing your training you'll all no doubt
be forming opinions about `NICE' and what you'd like it to be (forgotten
is not an option)
This is your chance to tell me what sort of thing you'd like to see
done in NICE and what form the procedures should take. To help you
with that you'll probably find a draft Procedures Document on the
window sill (now that Frank's gone) behind my desk which you could
read. Chapter 4 is the one that most applies to us although all chapters
do have bits that we may need to know.
roland
ps the queue structure shown in .0 isn't quite right. I'll draw a
pretty picture of the real one sometime soon.
|
| 105.2 | Info | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 19 1991 01:16 | 71 |
| From: KERNEL::CBANKS "02-Sep-1991 1041" 2-SEP-1991 12:58:13.36
To: @POST:DEVICES,@POST:SYSTEMS,WEST
CC:
Subj: Nice LARS info
There has been some confusion around LARS codes so here are some basic
guidelines to get us started.
Req Completion Y/N - If the request is being routed to another queue
use N. If you are closing the request it will
default to Y.
Eng Relation 4 - Use 4 for Hardware Prediagnosis
5 is for Software Diagnosis
6 (CSC default) is for labour not covered by 4
and 5.
BBC 031 - Business Booking Code list Appended, 031 is the
default for us.
Action Strt D/T - Must be after the time you took the request
Action End D/T - Must be before the present time
Failing Opt - RA82/TA90/LPS40 etc.- this should occupy the
middle field i.e. __-_ra82-__
for VES options use the codes in the 'VES
Service Guide' i.e. FS-EMU54-AA for Emulex QD32
Serial No. - Use abbreviated ser. no. if available (first 2
numbers and last 3) or enter 00 if unknown.
--------------------------------------------------------------------------------
Idx BUSINESS UNIT BOOKING CODE DESCRIPTIVE TEXT Ele Maint Type
1 001 CS LOW-END A
2 002 EDU PRODUCTS A
3 003 EDU SERVICES A
4 004 LAN/EXTENDED LAN/INTEGRATION SVCS A
5 005 DIGITAL CUSTOMIZED SUPPORT SERVICES A
6 006 DESKTOP SERVICES A
7 014 NETWORK OPERATION SERVICES A
8 015 RECOVERY SERVICES A
9 016 CS VEND EQUIP SERVICES A
10 018 SECURITY MGT SERVICES A
11 019 INTELLIGENT BLDG/COMPUTER ROOM A
12 020 NETWORK DESIGN SVCS A
13 021 IS MANAGEMENT SERV. A
14 022 DATA CENTRE MGMT SERVICES A
15 023 TRANSMISSION SERVICES A
16 031 CS COMPUTERS & SYSTEMS SERVICES A
17 032 NETWORK MGT SERVICES A
18 037 NON DIGITAL APPLICATION SERVICES A
19 038 NON DIGITAL SYSTEMS SERVICES A
20 055 MYSA SERVICES A
21 070 CONSULTING A
22 071 SPS A
23 072 FIELD PROJECTS A
24 073 ASSETS PROJECT COMPONENTS A
25 074 EXTERNALLY SOURCED PROJECT COMPONENTS A
26 075 CUSTOM BUILT H/W PROJECT COMPONENTS A
27 088 EIC PROJECTS A
28 099 OFF-SITE SERVICES A
29 111 E/U ISBS A
30 277 SPARE PARTS A
31 278 ENVIRONMENTAL SERVICE COMPONENTS A
32 279 DAS CONTRACTS A
|
| 105.3 | Request completion = ?? | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 19 1991 01:17 | 12 |
| From: KERNEL::SCOTT "I wish I had a pay rise with each new manager 02-Sep-1991 1732" 2-SEP-1991 17:34:49.67
To: @SYS
CC: SCOTT
Subj: NICE again...
Gents,
Please, if you are routing a request to another queue in NICE then
answer NO to the question "Request completion?" . If you say YES the
bods in the Service Locations can't do anything with that request as NICE
believes it to be closed.
roland
|
| 105.4 | Bulletin. | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 19 1991 01:18 | 41 |
|
From: NAME: Mary Challenor
FUNC: SUK Programme Management
TEL: 7833 4652 <CHALLENORM AT A1_KERNEL @THESUN @UVO>
Date: 06-Sep-1991
Posted-date: 06-Sep-1991
Precedence: 1
Subject: NICE IMPLEMENTATION - DAILY BULLETIN (NO.1) 6/9/91
Today marks the start of the NICE Implementation Daily Bulletin which will
run until CHAMP/TSC goes live on Monday 23rd September. This Bulletin will
be sent to Resource Managers and CSC Managers. Can the Managers please
ensure Resource Controllers and other revelant personnel have sight of this
bulletin as necessary.
CLOG
----
CLOG will remain up and running until the Implementation is complete and
and then a decision will be taken as to when CLOG can be ultimately
switched off. Until this time can you please ensure that all your staff
know that CLOG will be continuing and should be monitored.
CHAMP/FSU
---------
Just to confirm that as from 07.30 Monday all future CHAMP/FSU requests
will be logged onto NICE. CHAMP/FSU will be kept running for a week for
information purposes as there will be NO re-logging onto NICE of current
open requests on FSU.
Regards.
Mary
|
| 105.5 | Bulletin | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 19 1991 01:21 | 129 |
|
Subject: NICE DAILY BULLETIN - NO.2 (9/9/91)
From: NAME: Mary Challenor
FUNC: SUK Programme Management
TEL: 7833 4652 <CHALLENORM AT A1_KERNEL @THESUN @UVO>
PROBLEM WITH NICE TO NICE TRANSFER
----------------------------------
The NICE to NICE transfer problem has been rectified. Extended
Description fields will now be transferred. Therefore you no longer need
to use only the first four lines of the problem description, all extended
description fields can be used and these will be transferred along with
other request details. Please make sure all users are aware that the NICE
to NICE transfer facility is now working properly.
COST CENTRE/UNIT=00
-------------------
As you know if a request has to be forced onto NICE and the Cost
Centre/Unit is not known the current procedure has been to fill the unit
field with 00. All relevant Cost Centre/Unit detail per Geography/Product
and Market Sector has been loaded into Router. This information can be
obtained by entering the first three or four digits of the post code shown
on the request into Router. You will no longer be able to enter 00 in the
Unit field on NICE from Wednesday 11th September as this information is
being removed. This will not affect the procedure for routing or
transferring requests.
For Users who are logged onto KERNEL and are unable to obtain the post code
from the Customer they can do the following:
* Type PCF (Post Code Finder) at the $ prompt and they will then be asked
for street name, town or city.
* A search will then be instigated and provide relevant post code for
inputting into Router.
* If you wish to quit the program after the search type Q at the prompt.
* If you wish to quit in the middle of a search type Ctrl C to cancel.
Please ensure ALL users are aware of this change when logging requests.
Also please ask Users who are logging requests to obtain the post code from
the Customer wherever possible.
CHAMP/FSU NOW ON NICE
---------------------
As from 07.30 this morning all CHAMP/FSU (telesupport) calls are being
logged onto NICE. As todate we have received no adverse feedback we can
only assume all has gone well. If the Service Centres wish to provide feed
back please call Lee Farrant on 7833 3616. This facility will be available
until the end of the implementation.
Users in Viables who require immediate assistance Ext. 3113 will be enabled
until 17.30 tomorrow (10th September).
That is all for Bulletin No.2.
Regards.
Mary
To Distribution List:
SIMON TILLING @ESO,
ED BOOKER @UBO,
TONY GARRETT @BSO,
BRENT GATHERCOLE @HHL,
JOHN HARSENT @HHL,
PAUL MULGREW @HHL,
MICHAEL MCANDREW @EDO,
BRIAN GALLAGHER @OLO,
SIMON ALSTON @LZO,
GERALD TURLEY @WLO,
MARK GOLDSACK @EOO,
STEVE ALLEN @BIO,
IAN BURTON @NOT,
JIM DUNNE @DBO,
andy hopkins @uvo,
NAME: Simon Lobar @UVO <LOBAR AT A1_KERNEL @THESUN @UVO>,
NAME: GARRY MARSH @UVO <MARSH AT A1_KERNEL @THESUN @UVO>,
NAME: Mick Magee <MAGEE AT A1_KERNEL @THESUN @UVO>,
NAME: Peter Stevenson @UVO <STEVENSON AT A1_KERNEL @THESUN @UVO>,
NAME: Frank Briggs <BRIGGS AT A1_KERNEL @THESUN @UVO>,
NAME: Bruce Millar <MILLAR AT A1_KERNEL @THESUN @UVO>,
_COGGINS AT A1_KERNEL @THESUN @UVO,
_HALL AT A1_KERNEL @THESUN @UVO,
NAME: Jon Morris <MORRIS AT A1_KERNEL @THESUN @UVO>,
NAME: Ray Gibbin @UVO <GIBBIN AT A1_KERNEL @THESUN @UVO>,
david lloyd @uvo,
NAME: Brian Johnson <JOHNSONB AT A1_KERNEL @THESUN @UVO>,
NAME: Sue Stevens @UVO <STEVENS AT A1_KERNEL @THESUN @UVO>,
NAME: ANN WALDEN <WALDENA AT A1_KERNEL @THESUN @UVO>,
john ward @hhl,
NAME: Peter Watt <WATTPE AT A1_KERNEL @THESUN @UVO>,
NAME: Trevor Price <PRICETR AT A1_KERNEL @THESUN @UVO>,
mike batty @olo,
john rooney @olo,
stephen beaton @sbp,
BOB TRACEY @UBO,
DANNY O'MARA @UVO,
NAME: Debbie Merry <MERRYD AT A1_KERNEL @THESUN @UVO>,
richard hough @uvo,
NAME: Lisa-Marie Carter <CARTERL AT A1_KERNEL @THESUN @UVO>
CC Distribution List:
brian minter @ubo,
alan morris @HH,
NAME: Justin Mitchell <MITCHELL AT A1_KERNEL @THESUN @UVO>,
NAME: David Wheeler <WHEELER AT A1_KERNEL @THESUN @UVO>,
NAME: Sharon Leyland <LEYLANDS AT A1_KERNEL @THESUN @UVO>,
NAME: Mandie Bentley <BENTLEYM AT A1_KERNEL @THESUN @UVO>,
martin tomlinson @eso,
NAME: Alex Craig <CRAIGA AT A1_KERNEL @THESUN @UVO>,
stefanie buckley @olo,
stephanie buckley @olo,
NAME: Gerard Kelly <KELLYG AT A1_KERNEL @THESUN @UVO>
|
| 105.6 | Bulletin | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 19 1991 01:23 | 126 |
|
Subject: NICE - DAILY BULLETIN NO.3 (10/9/91)
From: NAME: Mary Challenor
FUNC: SUK Programme Management
TEL: 7833 4652 <CHALLENORM AT A1_KERNEL @THESUN @UVO>
Please ensure this bulletin is forwarded to all relevant personnel and in
particular HARDWARE DIAGNOSIS Specialists.
RSDS MIGRATION TO NICE (DSDN)
-----------------------------
As you know all RSDS activity is carried out by the Southern CSC therefore
this migration will affect the Southern NICE only.
Operations Support will commence migration of the RSDS database at 17.00 on
Friday 13th September. THIS WILL BE INVISIBLE TO USERS AND THERE WILL BE
NO IMPACT ON CURRENT ACTIVITY. This should continue as normal.
Warning Messages from RSDS will be migrated to DSDN and will only be
visible to Diagnosis specialists when connecting to Customer systems.
As from 07.30 MONDAY 16TH SEPTEMBER, 1991 all requests that would have been
logged on RSDS SHOULD BE LOGGED ONTO NICE in the normal way.
Dublin calls will need to be forced onto NICE and then handled in the
normal RD request flow (Dublin RD data is held in DSDN).
Only customers who have received remote diagnosis since 1st January, 1991
will be migrated. Also NO HISTORY or OPEN REQUESTS ON RSDS will be
migrated. RSDS will be available for history look up only until 31st
December, 1991.
Any open long term deferred requests must be relogged onto NICE and routed
to the DEFER queue. This activity will be the responsibility of the DEFER
queue owner within NICE.
NB: Important Information for Diagnosis Users
---------------------------------------------
* Connect to RDC Service as normal.
* At the $ Prompt type VTERM/NICE=log no.
NB: Important Information for Service Centres
---------------------------------------------
Further to an earlier mail if the Service Centres wish to have early
visibility of service requests being diagnosed in the Southern CSC the
following comand should be used
* NICE> List Request/Top/Name=South_Diag/Level=3/Cost=70A
(COST= Service Centre)
If Northern users which to see these requests they will need accounts set
up on the Southern NICE.
That is all for today.
Regards.
Mary
To Distribution List:
richard hough @uvo,
SIMON TILLING @ESO,
ED BOOKER @UBO,
TONY GARRETT @BSO,
BRENT GATHERCOLE @HHL,
JOHN HARSENT @HHL,
PAUL MULGREW @HHL,
MICHAEL MCANDREW @EDO,
BRIAN GALLAGHER @OLO,
SIMON ALSTON @LZO,
GERALD TURLEY @WLO,
MARK GOLDSACK @EOO,
STEVE ALLEN @BIO,
IAN BURTON @NOT,
JIM DUNNE @DBO,
andy hopkins @uvo,
NAME: Simon Lobar @UVO <LOBAR AT A1_KERNEL @THESUN @UVO>,
NAME: GARRY MARSH @UVO <MARSH AT A1_KERNEL @THESUN @UVO>,
NAME: Mick Magee <MAGEE AT A1_KERNEL @THESUN @UVO>,
NAME: Peter Stevenson @UVO <STEVENSON AT A1_KERNEL @THESUN @UVO>,
NAME: Frank Briggs <BRIGGS AT A1_KERNEL @THESUN @UVO>,
NAME: Bruce Millar <MILLAR AT A1_KERNEL @THESUN @UVO>,
_COGGINS AT A1_KERNEL @THESUN @UVO,
_HALL AT A1_KERNEL @THESUN @UVO,
NAME: Jon Morris <MORRIS AT A1_KERNEL @THESUN @UVO>,
NAME: Ray Gibbin @UVO <GIBBIN AT A1_KERNEL @THESUN @UVO>,
david lloyd @uvo,
NAME: Brian Johnson <JOHNSONB AT A1_KERNEL @THESUN @UVO>,
NAME: Sue Stevens @UVO <STEVENS AT A1_KERNEL @THESUN @UVO>,
NAME: ANN WALDEN <WALDENA AT A1_KERNEL @THESUN @UVO>,
john c ward @HHL,
NAME: Peter Watt <WATTPE AT A1_KERNEL @THESUN @UVO>,
NAME: Trevor Price <PRICETR AT A1_KERNEL @THESUN @UVO>,
mike batty @olo,
john rooney @olo,
stephen beaton @sbp,
BOB TRACEY @UBO,
DANNY O'MARA @UVO,
NAME: Debbie Merry <MERRYD AT A1_KERNEL @THESUN @UVO>,
NAME: Justin Mitchell <MITCHELL AT A1_KERNEL @THESUN @UVO>,
NAME: David Wheeler <WHEELER AT A1_KERNEL @THESUN @UVO>,
NAME: Sharon Leyland <LEYLANDS AT A1_KERNEL @THESUN @UVO>,
NAME: Mandie Bentley <BENTLEYM AT A1_KERNEL @THESUN @UVO>,
martin tomlinson @eso,
NAME: Alex Craig <CRAIGA AT A1_KERNEL @THESUN @UVO>,
stefanie buckley @olo,
stephanie collins @olo,
CLIVE WISEMAN @SBP
CC Distribution List:
brian minter @ubo,
alan morris @HHL,
NAME: Pete Alvis <ALVIS AT A1_KERNEL @THESUN @UVO>,
NAME: Gerard Kelly <KELLYG AT A1_KERNEL @THESUN @UVO>
|
| 105.7 | Dialing out. | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 19 1991 01:26 | 32 |
| From: KERNEL::WIBREW "DTN 833-3843 16-Sep-1991 0939" 16-SEP-1991 09:40:57.44
To: @POST:SYSTEMS,@POST:DEVICES
CC:
Subj: RSF news #1
Dear RSF users..........
Please note the following when using VTERMINAL to make
a remote connection:-
For the time being use node FIXER to dial out using VTE, modems
on THESUN will be setup for use soon.
You will need to (logout)/login to node fixer this morning to pickup to
new DSDN$CONNECT identifiers on your account.
Log files can be found in directory RSF$LOG
You will need to enable local copy:-
VTERMINAL>COPY_CONSOLE/ON.
There will be more to follow soon...........
Regards,
Steve W.
|
| 105.8 | Bulletin | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 19 1991 01:27 | 120 |
|
Subject: NICE - DAILY BULLETIN NO.8 (16/9/91)
As you are all well aware from 07.30 this morning requests normally logged
on RSDS are now being logged onto NICE. Feedback has been minimal and the
two database migration problems have been resolved. Therefore, the
switch-over has gone reasonably smoothly. We do have a couple of
outstanding issues which are currently being worked. They are basically
concerned with connecting to customer systems. Further updates on these
issues will appear in subsequent bulletins.
NICE/RSDS DATA INCOMPATABILITY
------------------------------
When data was originally input to RSDS it was forced in manually. However,
NICE reference data is fed from SMART. It appears that some of the data
input to RSDS as the System Serial No. was in fact the DEC Order Number.
SMART and therefore NICE contains the actual equipment serial no. So, if
you attempt to log a request using the old RSDS reference data (eg: DEC
Order No.) the detail may not be found on NICE. You will either have to
ask for the system serial no., and if unknown the request will have to be
"forced" into NICE, entering in the Problem Description field the old RSDS
reference data.
RESPONSE: Can you please keep a note for the next two weeks (up to and
including 27th September) of any systems that exist on the RSDS database
but cannot be found in NICE. The information required is Customer Name,
serial number quoted by customer and the system type. This information
should be MAILED to KERNEL::ALVIS OR PETE ALVIS @UVO AT THE END OF THE
FORTNIGHT.
SYS GROUP QUEUE FOR DIAGNOSIS
-----------------------------
Response/CCD please make sure when routing requests to the Systems
Diagnosis group queue that you ensure you only route to SYS and not SYSTEM
which is the NICE application queue.
Bulletin No.9 will deal solely with the DSIN (DECTEL) call flow to be
followed from Monday 23rd September.
Regards.
Mary
Distribution:
TO:
Remote Addressee ( STEVE ALLEN @BIO )
Remote Addressee ( SIMON ALSTON @LZO )
Remote Addressee ( mike batty @olo )
Remote Addressee ( stephen beaton @sbp )
Mandie Bentley ( BENTLEYM )
Remote Addressee ( ED BOOKER @UBO )
Frank Briggs ( BRIGGS )
Remote Addressee ( stefanie buckley @olo )
Remote Addressee ( IAN BURTON @NOT )
Remote Addressee ( brian caddick @olo )
Lisa-Marie Carter ( CARTERL )
MIKE COGGINS ( COGGINS )
Remote Addressee ( stephanie collins @olo )
Helen Cory ( CORY )
Alex Craig ( CRAIGA )
Remote Addressee ( lesley cunnea @uvo )
Remote Addressee ( JIM DUNNE @DBO )
Remote Addressee ( BRIAN GALLAGHER @OLO )
SALLY GALLICHAN ( GALLICHAN )
Local Addressee ( GANT )
Remote Addressee ( TONY GARRETT @BSO )
Remote Addressee ( BRENT GATHERCOLE @HHL )
Ray Gibbin @UVO ( GIBBIN )
Remote Addressee ( MARK GOLDSACK @EOO )
Chris Hall ( HALL )
Remote Addressee ( JOHN HARSENT @HHL )
Remote Addressee ( andy hopkins @uvo )
Remote Addressee ( richard hough @uvo )
Brian Johnson ( JOHNSONB )
Remote Addressee ( colin jones @sbp )
Dawn Laundy ( LAUNDY )
Sharon Leyland ( LEYLANDS )
Remote Addressee ( david lloyd @uvo )
Simon Lobar @UVO ( LOBAR )
Mick Magee ( MAGEE )
GARRY MARSH @UVO ( MARSH )
Remote Addressee ( MICHAEL MCANDREW @EDO )
Debbie Merry ( MERRYD )
Bruce Millar ( MILLAR )
Justin Mitchell ( MITCHELL )
Jon Morris ( MORRIS )
Remote Addressee ( PAUL MULGREW @HHL )
Remote Addressee ( DANNY O'MARA @UVO )
Trevor Price ( PRICETR )
Remote Addressee ( john rooney @olo )
Jean Saunders ( SAUNDERSJ )
Tom Scuffham ( SCUFFHAM )
Remote Addressee ( GRANT SHAW @HHL )
Sue Stevens @UVO ( STEVENS )
Peter Stevenson @UVO ( STEVENSON )
Remote Addressee ( simon stockman @olo )
Remote Addressee ( SIMON TILLING @ESO )
Remote Addressee ( martin tomlinson @eso )
Remote Addressee ( BOB TRACEY @UBO )
Remote Addressee ( GERALD TURLEY @WLO )
ANN WALDEN ( WALDENA )
Remote Addressee ( john c ward @hhl )
Peter Watt ( WATTPE )
Jonathon Warburton-Brown ( WBROWN )
David Wheeler ( WHEELER )
Remote Addressee ( clive wiseman @sbp )
CC:
Remote Addressee ( ron leggat @ubo )
Remote Addressee ( brian minter @ubo )
Remote Addressee ( alan morris @HHL )
|
| 105.9 | Info | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 19 1991 01:29 | 26 |
| From: KERNEL::SCOTT "I wish I had a pay rise with each new manager 16-Sep-1991 2306" 16-SEP-1991 23:17:11.71
To: @POST:SYSTEMS
CC: SCOTT
Subj: NICE bits
Hi all,
(SYSTEMS GROUP PEOPLE)
1) As you bash merrily away at your keyboards this week you'll no
doubt have inspirational thoughts for ways to improve things. Please send
me details of your wonderful enhancements and when I have a good fistful
I'll give them to the relevant people for forwarding to whoever needs them.
2) Queues. There are 2 group queues which are to be used for holding
calls that don't required immediate action.
The DEFER queue is for calls where action is required at some future
time (eg weekend monitor; customer will call back in morning). Please
set the LSD/T for the time when the action is due to happen.
The BUG_HOLD queue is for calls where we are expecting the customer
to send us in a tape containing a crash dump for analysis. Before
putting a call in here please set the LSD/T for 7 days ahead.
The ECSO man should be watching these queues and taking action as
appropriate when any calls become due.
roland
|
| 105.10 | Bulletin | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 19 1991 01:30 | 181 |
|
Subject: NICE - DAILY BULLETIN NO.6 (13/9/91)
From: NAME: Mary Challenor
FUNC: SUK Programme Management
TEL: 7833 4652 <CHALLENORM AT A1_KERNEL @THESUN @UVO>
Firstly a reminder that as from 07.30 Monday 16th September all RSDS calls
will be logged onto NICE. Please refer to Bulletin No.3 for all relevant
details.
AES PILOT CALLS (NODES NICAES & WARMTB)
---------------------------------------
Although RSDS will no longer be operational from 07.30 on Monday 16th
September the RD Notify facility will still be available to pass AES
requests to the Service Centres for action via Response/CCD. Therefore if
you have a printer set up to receive these Notifies it should remain in
place until you are advised otherwise. This applies to Response Groups,
CCD, and any Service Centres who handle requests when Response have
finished and prior to CCD taking over. Any issues regarding this please
contact Debbie Merry on 7833 4654.
SERVICE CENTRE FEEDBACK
-----------------------
As well as calling 7833 3616 a mail account has been set up - FEEDBACK @UVO
for Service Centres to send feedback on the quality of the work undertaken
on the Service Centres behalf here in Viables.
LOCATION_SERV QUEUES
--------------------
It was agreed at a meeting yesterday where representative Resource Managers
were present that the Location_Serv queues MUST NOT BE USED. Please make
sure that everyone is aware of this decision.
LARS
----
Please ensure that all Engineers are familiar with the Engineer Relation
Codes that should be used when actions are closed. If you need additional
information regarding LARS entry or more LARS CODE BOOK FY92 cards please
contact Mike Spice on 7843 6214.
OUT OF HOURS
------------
The representative Resource Managers at yesterday's meeting (unfortunately
the South were unable to attend) it was agreed/confirmed that CCD would
close actions on requests. Please ensure that all your staff are aware of
this including the Engineers. CCD will not close the request this will be
the responsibility of the Resource Controllers the following day. CCD are
fully aware that care should be taken when closing actions because the
request could accidently be closed.
CCD should also ensure that the information that used to be input onto CLOG
is reflected on the NICE requests. Has anyone any suggestions as to a
standard field that could be used to ensure these details are all in one
place? The Project Team suggest using a create description type of OF
(Offset). Please forward your comments to Tom Scuffham or Kevin Gant and
a formal announcement of what has been agreed and put in place will be
advised in a future bulletin.
NO ALARMS should be set up on the OOH queues.
For ease of recognition of Engineers whereabouts, Warrington when handing
over requests to CCD have been putting the Engineer name and on-site eta in
the Service Wish Field. CCD have then updated this field with the off-site
time of the Engineer. We feel this is a good way of easily having
visibility of the Engineer assignments via Cost Centre. If other Service
Centres are going to adopt this practice please let CCD.
CHAMP/TSC MIGRATION TO NICE
---------------------------
As from 17.30 FRIDAY 20TH SEPTEMBER, 1991 all future CHAMP/TSC calls will
be logged onto NICE. A tannoy announcement will be put out in the Southern
CSC at this time. A method of advising Northern CSC Users is being
investigated as there is not a tannoy system in Spencer House.
Migration of current open requests on CHAMP/TSC will commence at 22.00
hours. Movement of migrated requests to correct specialist queues on NICE
will commence at 10.00am Saturday 21st September. All details pertaining
to re-routing of requests will be forward to the team participating in this
activity.
DSIN (DECTEL) MIGRATION TO NICE
-------------------------------
DSIN (DECTEL) will be shut down from 22.00 on Friday 20th September until
09.00 Monday 23rd September. A "banner" advising customers of this
shutdown will be put on DSIN today. Specific call flow details will be
sent in a NICE Bulletin DSIN Special early next week.
REMINDER - RSDS
---------------
As this is a fairly long Bulletin, just to re-iterate the opening paragraph
please ensure everyone is aware of the details provided in Bulletin No.3
(10/9/91) regarding the activities for the RSDS Migration to NICE (DSDN)
this weekend. "GO LIVE" is 07.30 Monday 16th September.
Regards.
Mary
To Distribution List:
SIMON TILLING @ESO,
ED BOOKER @UBO,
TONY GARRETT @BSO,
BRENT GATHERCOLE @HHL,
JOHN HARSENT @HHL,
PAUL MULGREW @HHL,
MICHAEL MCANDREW @EDO,
BRIAN GALLAGHER @OLO,
SIMON ALSTON @LZO,
GERALD TURLEY @WLO,
MARK GOLDSACK @EOO,
STEVE ALLEN @BIO,
IAN BURTON @NOT,
JIM DUNNE @DBO,
andy hopkins @uvo,
colin jones @sbp,
NAME: Simon Lobar @UVO <LOBAR AT A1_KERNEL @THESUN @UVO>,
NAME: GARRY MARSH @UVO <MARSH AT A1_KERNEL @THESUN @UVO>,
NAME: Mick Magee <MAGEE AT A1_KERNEL @THESUN @UVO>,
NAME: Peter Stevenson @UVO <STEVENSON AT A1_KERNEL @THESUN @UVO>,
NAME: Frank Briggs <BRIGGS AT A1_KERNEL @THESUN @UVO>,
NAME: Bruce Millar <MILLAR AT A1_KERNEL @THESUN @UVO>,
_COGGINS AT A1_KERNEL @THESUN @UVO,
_HALL AT A1_KERNEL @THESUN @UVO,
NAME: Jon Morris <MORRIS AT A1_KERNEL @THESUN @UVO>,
NAME: Ray Gibbin @UVO <GIBBIN AT A1_KERNEL @THESUN @UVO>,
david lloyd @uvo,
NAME: Brian Johnson <JOHNSONB AT A1_KERNEL @THESUN @UVO>,
NAME: Sue Stevens @UVO <STEVENS AT A1_KERNEL @THESUN @UVO>,
NAME: ANN WALDEN <WALDENA AT A1_KERNEL @THESUN @UVO>,
john c ward @hhl,
NAME: Peter Watt <WATTPE AT A1_KERNEL @THESUN @UVO>,
NAME: Trevor Price <PRICETR AT A1_KERNEL @THESUN @UVO>,
mike batty @olo,
john rooney @olo,
stephen beaton @sbp,
NAME: Jonathon Warburton-Brown <WBROWN AT A1_KERNEL @THESUN @UVO>,
lesley cunnea @uvo,
NAME: Lisa-Marie Carter <CARTERL AT A1_KERNEL @THESUN @UVO>,
NAME: Helen Cory <CORY AT A1_KERNEL @THESUN @UVO>,
clive wiseman @sbp,
NAME: Tom Scuffham <SCUFFHAM AT A1_KERNEL @THESUN @UVO>,
GANT AT A1_KERNEL @THESUN @UVO,
NAME: Dawn Laundy <LAUNDY AT A1_KERNEL @THESUN @UVO>,
GRANT SHAW @HHL,
BOB TRACEY @UBO,
DANNY O'MARA @UVO,
NAME: Debbie Merry <MERRYD AT A1_KERNEL @THESUN @UVO>,
NAME: Justin Mitchell <MITCHELL AT A1_KERNEL @THESUN @UVO>,
NAME: David Wheeler <WHEELER AT A1_KERNEL @THESUN @UVO>,
NAME: Sharon Leyland <LEYLANDS AT A1_KERNEL @THESUN @UVO>,
NAME: Mandie Bentley <BENTLEYM AT A1_KERNEL @THESUN @UVO>,
martin tomlinson @eso,
NAME: Alex Craig <CRAIGA AT A1_KERNEL @THESUN @UVO>,
stefanie buckley @olo,
stephanie collins @olo,
brian caddick @olo,
richard hough @uvo
CC Distribution List:
BRIAN MINTER @UBO,
ALAN MORRIS @HHL,
RON LEGGAT @UBO,
simon stockman @olo
|
| 105.11 | Feedback Info. | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 19 1991 01:33 | 32 |
|
Subject: RE: NICE - DAILY BULLETIN NO.6 (13/9/91)
From: NAME: Lisa-Marie Carter
FUNC: South UK Response
TEL: <CARTERL AT A1_KERNEL @THESUN @UVO>
Mary,
With regard to the Feedback account that is currently being set up
within Viables, the name of the account will actually be:
QUALITY_FB @UVO
The reason for this being, that there is already an existing
account for FEEDBACK @UVO.
Also the telephone number of 7833 x3616, was originally only for
procedural issues, but we would only like this used for queries
that require an immediate answer.
When any calls are sent to the QUALITY_FB account, the sender will
need to place on the call what the problem is, and Lee Farrant,
who is "manning" this account, will try to get back to the sender
by the following day.
Many Thanks
Lisa Carter
|
| 105.12 | RFT Info. | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 19 1991 01:46 | 17 |
| From: KERNEL::ROWELLS "Steve Rowell, CSC Basingstoke 17-Sep-1991 1325" 17-SEP-1991 13:29:05.83
To: @POST:SYSTEMS
CC:
Subj: rft on VTERM
Hello chaps,
another one for the NICE folder!!! I tried rft today under VTERM,
and it prompted for device.
RSF_DEVICE at the "device?" prompt will get rft going.
I've set the symbol up in rdclogin.com....for those who don't use
use this file, then you'll need to set something similar in your login.com.
RFT :== "rft/dev=rsf_device"
Steve Rowell.
|
| 105.13 | Keypad modification. | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 19 1991 01:47 | 24 |
| From: KERNEL::SCOTT "I wish I had a pay rise with each new manager 17-Sep-1991 2019" 17-SEP-1991 20:30:34.31
To: @POST:SYSTEMS
CC: SCOTT
Subj: updated keypad for NICE
Hi SYSTEMS PEOPLE
,
After getting feedback from various people there are some changes to the
NICE keypad. They're fairly painless and can be modified on your tatty bit of
paper.
under the LIST command the `enter' key now does "req/top/name=sys" which will
give you a list of all the requests currently open in all the queues in the
systems unit.
under the MODIFY command 2 new keys are defined. PF3 is "request/solution"
PF4 is "request/problem"
I've sent the new file to Justin Mitchell in IS and hopefully it will be
installed 18-sept so when you next arrive for work after that and enter NICE
(you do all exit NICE when you go home, don't you :-)) you should pick up the
new keys.
Roland
|
| 105.14 | Cal/ins & Rev/Edt. | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 19 1991 01:49 | 59 |
| From: KERNEL::MUIR "18-Sep-1991 1258" 18-SEP-1991 12:59:58.45
To: @POST:SYSTEMS_SHIFT
CC:
Subj: CAL/INS & REV/EDT in NICE
How do you Review a session or do a CAL/INS in NICE land ?
CAL/INS
===========
NICE> SHO REQ/REQ=nicelognumber
This will display Info Screen (even if call
has been closed), but not the Extended Prob.
Description field :-
NICE> SHO DES/REQ=nicelognumber
Look for the line with Description Type of
"P" or Shortname of an RDC Eng. (yourself
if you did the call), select that line No.
REV/EDT
===========
FIXER> SET DEF RSF$LOG
If you do not know the Full Nice lognumber :-
FIXER> DIR *Nicelognumber* (ie DIR *63666* )
FIXER> EDIT/READ/NOJOU Fullnicelognumber
If you are trying to Review a session you are still loged into, you must
first drop back to the VTERMINAL> prompt (ie Control A), then DISconnect
as this releases the LOG file.
Rather than have to disconnect, you can Type the Log file :-
FIXER> TY Fullnicelognumber.LOG (you need the lognumber without the dot &
dashes). Example :-
FIXER> TY 647500013R1UVO.LOG
Bruce
|
| 105.15 | Bulletin | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 19 1991 01:50 | 103 |
|
Subject: NICE - DAILY BULLETIN NO.9 (17/9/91) DSIN (DECTEL) SPECIAL
From: NAME: Mary Challenor
FUNC: SUK Programme Management
TEL: 7833 4652 <CHALLENORM AT A1_KERNEL @THESUN @UVO>
Good afternoon everyone,
As mentioned in yesterday's bulletin today will deal solely with DSIN
(DECTEL).
DSIN (DECTEL) will be unavailable from 22.00 hrs on Friday 20th September
until 09.00 Monday 23rd September. The following call flow for Response
and Specialists will be operational from Monday :-
Response
--------
* DSIN calls will be logged automatically into group queue 7GL. This queue
must be monitored at all times.
* On the list request screen within NICE you will be advised that the call
is from DSIN (field at the far right of the screen).
eg: List Req/que/name=7GL
* If you then show the request the Problem Description will identify the
product relation to the specific problem.
* Route to the relevant Specialist Group Queue.
* If DSIN problem is for the product DSIN the request should be routed to
the DSIN_G queue. This queue will be monitored by Operations Support.
Specialists
-----------
* At the NICE prompt type NICE> List Requests.
* At the NICE prompt type NICE> Show Req/Req=log no.
Gold L will provide the List Request Description.
* Select the index no. of the Description you require. This will display
the full text which includes the total problem description.
Ctrl Z takes you back to the List Description field
Hit <cr> twice to return to the NICE prompt.
* To add a solution type the following at the NICE prompt.
NICE> Create description/type=DS (DSIN solution)
This will take you to a free form text soln. buffer. Type your input
followed by Ctrl Z.
* To display DSIN requests and provide current status type the
following
NICE> List req/req=log no./receive=D/all
* To modify the request
NICE> modify req/detail
Overtype the EXT REQ STATUS field, currently set to WRK for problem being
researched, to SOL (which means solution reached) followed by TWO
carriage returns.
* SOLution has now automatically been sent to customer for his perusal.
* At the customer location he will see solution has been reached and can
either acknowledge or not -
Accept
Reject
Cancel
Do Not Accept
* If the solution is accepted type the following
NICE> Lis req/receive=D/all
SOA will be displaed in the final field of the List Request Screen.
NICE> Mod req/detail <cr>
The cursor will flash on the EXT REQ STATUS field showing SOA
Overtype SOA with CLO (closed) followed by two carriage returns.
NICE> CLose Req <cr> this will take you to the Close Req Screen
Hit carriage return again and the call is now closed.
As this is a DECTEL special there is no further items for this bulletin.
Regards.
Mary
|
| 105.16 | Checking your modem line !! | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 19 1991 01:51 | 31 |
| From: KERNEL::WIBREW "DTN 833-3843 18-Sep-1991 1931" 18-SEP-1991 19:33:41.55
To: @POST:SYSTEMS,@POST:DEVICES,ALVIS,WHEELER
CC:
Subj: Modem Server Lines
Hello fellow RSF users,
By now many of you will have found that its easy to leave modems
connected to the remote system and your process is back at DCL!
There is a risk of leaving lines connected is you fail to disconnect
correctly.
You can display the status of all RSF Modem Server lines using
Modem Server Utility, I suggest you add the following line to your
login.cmd:-
$mes_u*tility =="run sys$system:mes_utility.exe"
Once at the menu use option 2 to display the volatile database
Any line that is Busy or OFF can be restored using option 4
The other options are only available to privileged usesr.
Regards,
Steve W
|
| 105.17 | RSF being fixed. | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Fri Sep 20 1991 01:06 | 42 |
| From: KERNEL::WIBREW "DTN 833-3843 19-Sep-1991 1426" 19-SEP-1991 14:31:37.61
To: @POST:SYSTEMS,@POST:DEVICES
CC:
Subj: RSF Modem Server Daily Bulletin
hello RSf users,
Solution to the
No return
No return
No return
to beginning of line problem
plus command line editing etc,etc.
The problem is due to way in which RSF Vterminal setups up the
terminal characteristics on the interface on which the dialout
modem is connected, it only affectes modems on direct connected
comms interfaces. The problem does not occur on DecServer connected
modems.
It has been the intention to transfer the modems to DecServer
ports to make them available from any node on the LAN. Due to the
above problem we have decided to move to DecServers as little
sooner.
There are now 6 modems available at 1200 baud and 6 modems
at 9600 baud on DecServer ports, these are shared between FIXER
at CSCAE1.
Other modems will be moved to DecServers soon.
It is possible to use one of there modems by first, finding an
available modem from the list from MES_ULITITY and then entering
the following QUALIFIER at the bottom of the RA Access screen:-
/DEVICE=LTAxxx ! LTAxxx = modem line thats AVAIL
Regards,
Steve W
|
| 105.18 | A CAPITAL idea !! | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Fri Sep 20 1991 01:08 | 27 |
| From: KERNEL::GARNETT "confused,zombied..child of init 19-Sep-1991 1233" 19-SEP-1991 13:12:55.16
To: @POST:SYSTEMS,@POST:DEVICES
CC:
Subj: INTERIM (I HOUR) UPDATES ETC, TO THE SERVICE CENTRES
HI FOLKS,
WE HAVE ALWAYS TRIED TO UPDATE THE SERV. CENT. AT THE I HOUR POINT
,WITHOUT KNOWING ANY CONTRACT DETAILS.......I NOW QUESTION THE NEED FOR THIS
BASED ON THE DIFFICULTY IN TELLING SOMEONE WHO IS INTERESTED AND CONTACTABLE ??
AND THE FACT THAT THE ENG WONT BE REQUIRED UNTIL THE NEXT DAY (LSD DATE/TIME) !
WE MUST ALL APPLY COMMON SENSE DEPENDANT UPON "2 HOUR RESP", "POLITICS" AND
"GEOGRAPHY"....AS TO WHEN WE "MUST" INFORM THE RESOURCE CONTROLLER !!!
ANY CALL WHICH DOESN'T REQUIRED ANY ACTION FROM THE SERV. CENT. WE WILL
"CLOSE" IN THE CSC......UNLESS INSTRUCTED TO DO OTHERWISE !!!!
ANY CALL WITH "V" FOR CONTRACT COVERAGE MUST BE ROUTED AS PER SECTION
2.2 OF THE "UKCSC NICE PROCEDURES" GUIDE.
BE SUSPICIOUS OF H/W CALLS WHICH HAVE A CONTRACT COVERAGE OTHER THAN
"DSS","BSS" OR "F"......IE "SSS" IS SOFTWARE ONLY AND HIS HARDWARE IS PROBABLY
MAINTAINED BY "GRANADA" !!!!
REGARDS
NIGE
PS....HOPE THAT THE ABOVE HELPS TO CLARIFY SOME CONFUSING ISSUES...BUT..ALL
GUIDES ARE SUBJECT TO INSTANT REVERSIBLITIY !!!
|
| 105.19 | Bulletin 10 | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Sat Sep 21 1991 02:11 | 109 |
|
I N T E R O F F I C E M E M O R A N D U M
Date: 19-Sep-1991 09:51am BST
From: VMSMail User CHALLENORM
CHALLENORM@A1_KERNEL@MRGATE@KERNEL@MRGATE@THESUN
Dept:
Tel No:
Subject: NICE - DAILY BULLETIN NO.10 (18/9/91)
From: NAME: Mary Challenor
FUNC: SUK Programme Management
TEL: 7833 4652 <CHALLENORM AT A1_KERNEL @THESUN @UVO>
To: See Below
CC: See Below
Following our implementation review this morning it would appear that
people are unclear on what to do with requests that require validation and
have a coverage code of "V". Can I ask you please to ensure that all your
people are familiar with the Validation procedures (Section: 2.2 of UK CSC
NICE Procedures). A brief summary of this procedure is as follows:-
VALIDATIONS
-----------
This applies to both Hardware and Software requests. Requests that have a
coverage status of V should be routed as follows:-
Southern Cost Centres - SUK_SPA Queue
Northern Cost Centres - Relevant Cost Centre Queue
Belfast - BVO_CRG on the Dublin (DBO) NICE
LOGGING ONTO NICE
-----------------
As you know CHAMP/TSC will be migrating to NICE this coming weekend.
Please ensure that all users have a copy of the NICE in the CSC
Communication Package which includes a section on how to log into NICE
(Section 3). If you need any additional copies of this document please let
me know asap.
KERNEL PERFORMANCE ISSUES (SOUTHERN NICE)
-----------------------------------------
The degradation of the KERNEL cluster (Tues/Wed) was due to one node
reaching a system threshold. The problem was diagnosed and the threshold
increased to allow sufficient headroom, in order to avoid this situation
re-occurring. The remaining nodes in the cluster were also checked to
ensure they had sufficient capacity.
NICE SUPPORT
------------
Just to confirm if you need support please contact the following numbers
and refer to Section 1.6 of the UK CSC NICE procedures for full details.
Operations Support - South 7833 4545
- North 7851 2823/2853/2931
I.S. User Group - South 7833 4545
- North 7851 2214
NICE TRANSFER - OBTAINING A COPY OF THE TRANSFERRED REQUEST
-----------------------------------------------------------
If you have transferred a request to another NICE application and wish to
see the latest status of that request you should type the following at the
NICE prompt.
NICE> Show req/req=log no.
You will then be asked
Request transferred copy from remote node (Y/N): Y
Message on screen will be Transfer Job Successfully Initiated
followed by
From OnInf: Transferred Copy of Req (log No.) successfully updated
At the NICE prompt type in again
NICE> Show req/req=log no.
You will then again be asked
Request transferred copy from remote node (Y/N): now answer N
A copy of the request will be displayed on the Screen. This copy of the
request DOES NOT sit in any queue.
If the request has been CLOSED on the remote NICE and you have obtained a
copy of the closed requests you will only be asked the "request transferred
copy" question once.
That is all for this bulletin.
Regards.
Mary
|
| 105.20 | OOH Call Routing. | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Sat Sep 21 1991 02:12 | 41 |
| I N T E R O F F I C E M E M O R A N D U M
Date: 19-Sep-1991 09:52am BST
From: VMSMail User JEZZARD
JEZZARD@KERNEL@MRGATE@THESUN
Dept:
Tel No:
Subject: CHANGE TO ROUTING PROCEDURES OUT OF HOURS
To all concerned,
To ensure any requests that require action by CCD do not go astray
it has been decided that between the hours of 19:00 and 07:00 am
and throughout the weekends, any request that has been diagnosed be
routed to the CCD_RESP queue. This queue will be monitored by a member of
CCD and the following action can then be taken:
a) Request routed to the CCD Specialist who logged the call to
enable them to take appropriate action.
b) If Service Centre is still open call will be routed to
the relevant out of hours queue.
c) If the Customer is not covered for service out of hours
request will be placed in relevant out of hours queue with
comment ** Branch to deal ** statement in the Service Wish Field.
We would request that between 17:30 and 19:00 and 07:00 and 09:00
requests be routed to relevant out of hours queue as branch monitor the
queues beteeen those times.
Could you please inform everyone in your groups that this is effective
from 17:00 this evening.
Regards
Sue Jezzard CCD
|
| 105.21 | Bulletin # 11 | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Sat Sep 21 1991 02:16 | 95 |
| I N T E R O F F I C E M E M O R A N D U M
Date: 20-Sep-1991 10:08am BST
From: VMSMail User CHALLENORM
CHALLENORM@A1_KERNEL@MRGATE@KERNEL@MRGATE@THESUN
Dept:
Tel No:
Subject: NICE - DAILY BULLETIN NO.11 (19 & 20/9/91)
From: NAME: Mary Challenor
FUNC: SUK Programme Management
TEL: 7833 4652 <CHALLENORM AT A1_KERNEL @THESUN @UVO>
NETWORK MANAGEMENT SERVICES CONTRACTS
-------------------------------------
When logging Network Management Services Contracts, for the following
customers, the data will need to be forced onto NICE until further notice.
British Aerospace (Filton)
British Aerospace (Farnborough)
British Telecom (Ipswich)
Anglian Water Services (Histon)
Digital Equipment Co. (Reading)
Digital Equipment Co. (Fareham)
Johnson Mathey (Reading)
The above customers will quote their old RSDS reference data when ringing
to log a request for service. You will need to force a NICE request using
NTSYS as the PCG type and the reference no. the customer quotes.
If you are unsure what a Network Management Services Contract is please
speak to your Manager who has received documentation on the subject from
Dave Osborne/Chris Hall.
SSS COVERAGE CODE
-----------------
Coverage Code SSS (Software Service) has now been added to the Service
Product Table within both the Southern/Northern NICE applications.
Although there is no guaranteed response time for Software 4.00 hrs has
been entered as the response time within business hours. If you wish this
to be increassed to 8.00 hrs please let Operations Support know. You will
now be able to close requests with coverage code SSS.
DSIN (DECTEL)
-------------
Within DSIN the flags that were present in DECTEL are all valid ie:
modifying EXT REQ STATUS to INF will inform the customer that additional
information on the problem is required. However, please remember to create
a description asking him for the information you require.
Also the 7GL group queue will be monitored by CCD/Response who will be
responsible for routing the automatically logged requests to the relevant
Service Delivery groups.
REMINDER - EXITING FROM THE NICE APPLICATION
--------------------------------------------
Please remind all Users that when they are not actively using NICE, and
escpecially when leaving the office for the night they MUST exit from the
application.
CHAMP/TSC MIGRATION TO NICE
---------------------------
We are now on countdown for the final stage of the implementation and would
like to confirm that as from 17.30 tonight all NEW requests for software
service delivery will be logged onto NICE. The actual migration of the
current open requests on CHAMP/TSC will commence at 22.00 - therefore ALL
USERS must be logged out of CHAMP/TSC by this time. Anyone still accessing
CHAMP/TSC will be "killed-off" by the system. Following the migration the
application will be available for read access only.
Thank you all for your co-operation and here's to a smooth transition to
NICE.
ADDITIONAL SUPPORT HELP LINE ON MONDAY/TUESDAY 23RD/24TH SEPTEMBER
------------------------------------------------------------------
Ext.3113 in Viables will be operational from 09.00-17.30 on both days.
SERVICE CENTRE FEEDBACK
-----------------------
Urgent issues call 7833 3616 otherwise please send feedback by mail to
QUALITY_FB @UVO.
Regards.
Mary
|
| 105.22 | OOH Routing procedures | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 26 1991 00:09 | 40 |
|
I N T E R O F F I C E M E M O R A N D U M
Date: 19-Sep-1991 09:52am BST
From: VMSMail User JEZZARD
JEZZARD@KERNEL@MRGATE@THESUN
Dept:
Tel No:
Subject: CHANGE TO ROUTING PROCEDURES OUT OF HOURS
To all concerned,
To ensure any requests that require action by CCD do not go astray
it has been decided that between the hours of 19:00 and 07:00 am
and throughout the weekends, any request that has been diagnosed be
routed to the CCD_RESP queue. This queue will be monitored by a member of
CCD and the following action can then be taken:
a) Request routed to the CCD Specialist who logged the call to
enable them to take appropriate action.
b) If Service Centre is still open call will be routed to
the relevant out of hours queue.
c) If the Customer is not covered for service out of hours
request will be placed in relevant out of hours queue with
comment ** Branch to deal ** statement in the Service Wish Field.
We would request that between 17:30 and 19:00 and 07:00 and 09:00
requests be routed to relevant out of hours queue as branch monitor the
queues beteeen those times.
Could you please inform everyone in your groups that this is effective
from 17:00 this evening.
Regards
Sue Jezzard CCD
|
| 105.23 | DSDN Database | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 26 1991 21:19 | 16 |
| From: KERNEL::GARNETT "confused,zombied..child of init 23-Sep-1991 1536" 23-SEP-1991 15:43:22.54
To: @POST:SYSTEMS,@POST:DEVICES
CC:
Subj: UPDATING THE DSDN DATABASE
Hi folks,
Should you have the need to update or modify the info which you see when
dialing out then you can do it by typing (on fixer) "dsdninfo" at the '$'
prompt, thanks to Pete Alvis.
This was set up at around 10:00 today and you will need to log out/in to
fixer after that time in order to use it !!!
REGARDS
NIGE
|
| 105.24 | RFT Now works | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 26 1991 21:20 | 31 |
| From: KERNEL::WIBREW "DTN 833-3843 25-Sep-1991 0918" 25-SEP-1991 09:20:26.40
To: @POST:SYSTEMS,@POST:DEVICES,GLEDHILL,MEGARITY
CC:
Subj: RSF Goodnews Bulletin on RFT
Hello RSF users,
I have some good new for you.
Remote File Transfer RFT is NOW working from FIXER.
To use it:-
Dial out to remote system using VTERMINAL and login, set
set def to a directory that contains RFTS, eg [SYSMAINT.SDD]
Come back to VTERMINAL> and type RFT.
If it asks you for device, type "RSF_DEVICE" or you can define it
in you login.com:- " RFT == "RFT/DEVICE=RSF_DEVICE" to make things
easier.
Regards,
Steve Wibrew
We're getting there!!!
|
| 105.25 | DTN Format | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 26 1991 21:20 | 17 |
| From: KERNEL::GARNETT "confused,zombied..child of init 25-Sep-1991 1004" 25-SEP-1991 10:09:23.69
To: @POST:SYSTEMS,@POST:DEVICES
CC:
Subj: DTN FORMAT WITH "NICE"
Hi folks,
Just to warn people who were familiar with the rsds format generally
used for dtn numbers.....ie....7833-3354
ccd are now using:-
phone 7833 ext 3354
REGARDS
NIGE
|
| 105.26 | Required info when closing calls. | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 26 1991 21:22 | 19 |
| From: KERNEL::SCOTT "Do you have any bigger glasses? 26-Sep-1991 1251" 26-SEP-1991 13:00:32.97
To: @POST:SYSTEMS,@POST:DEVICES
CC: SCOTT
Subj: NICE call closing
Hi,
When a call is closed it MUST have an accurate and concise SOLUTION
description. Please refer to sect 5.1 of the NICE procedures manual for
details.
Can I also ask that all requests for changes or suggestions for work
practices be channelled through the Key Users for each group. In Systems
these are Roland Scott, Steve Wibrew, Brian Anthony, Norman Bland and
Clive Brooker.
I am anxious that we should avoid having too many well intentioned cooks
spoiling this already murky and sour-tasting broth.
regards Roland
|
| 105.27 | Nice and Ireland | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 26 1991 21:25 | 23 |
| From: KERNEL::SCOTT "Do you have any bigger glasses? 26-Sep-1991 1613" 26-SEP-1991 16:29:51.56
To: @POST:SYSTEMS
CC: SCOTT
Subj: Transferring request to Ireland
Chaps,
If you have a request for a customer in Ireland and you need to send the
request to the Service Location between 09:00 and 17:30 Monday-Friday then you
must do this:-
for Belfast- Transfer Request/Destination=DBO/Queue=BVO_CRG
for Dublin- Transfer Request/Destination=DBO/Queue=DISP_DBO
At all other times (ie, out of hours), do this:-
CCD have asked that we send all Dublin/Belfast requests out of
hours to the CCD_RESP queue.
This applies from 17:30-0900 MON-FRI and all weekend.
roland
roland
|
| 105.28 | Transferring a VTERMINAL "Connected" session. | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 26 1991 21:26 | 33 |
| From: KERNEL::WIBREW "DTN 833-3843 26-Sep-1991 1638" 26-SEP-1991 16:51:40.62
To: @POST:SYSTEMS,@POST:DEVICES,@POST:FE
CC:
Subj: DSDN update
Procedure for transfering a connected session using VTERMINAL
_____________________________________________________________
Here is an example on how to pass a connected VTERMINAL connection
to another user:-
! user 1 detach from connected session
VTERMINAL> detach
Detaching Line : LTA331
$
! user 2 attach to the modem line
$VTE/connection=modem/dial_method=attach/device=LTA331 -
/cons=MDS01/LOG=aNICElognumber
Note: Don't forget the console type and the log number
You must be on the same system where the connection
was first made.
Make a note of the connection device.
Regards,
Steve Wibrew
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| 105.29 | Bulletin #12 (26-9-91) | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Thu Sep 26 1991 22:37 | 56 |
|
I N T E R O F F I C E M E M O R A N D U M
Subject: NICE - DAILY BULLETIN NO.12 (26/9/91)
From: NAME: Mary Challenor
FUNC: SUK Programme Management
TEL: 7833 4652 <CHALLENORM AT A1_KERNEL @THESUN @UVO>
Hopefully the dust is beginning to settle following the final phase of the
Stage IV implementation, the migration of Champ/TSC onto NICE.
This bulletin deals with Closing Calls/Reporting LARS and how to deal with
transferring requests to the Ireland NICE.
CLOSING CALLS/REPORTING LARS
----------------------------
When closing requests on NICE you cannot have two people working on the
request in the same time span. Therefore, if you are attempting to close a
request and the cursor highlights the field Assigned Engineer "Y" and asks
you to enter the correct data this means that someone else has used that
time span.
If this situation occurs you must list the actions against that request to
see what time has already been used and book your time accordingly.
Your time should only be time you ACTUALLY spent working on the request NOT
the time the request was logged until the time the request is closed.
Eg: Joe Smith books time from 09.00 (16/9/91) to 10.00 (16/9/91)
You can only book time from 10.01 on 16/9/91.
TRANSFERRING REQUESTS TO IRELAND
--------------------------------
If during the day (09.00-17.30) you need to transfer a request to the Irish
NICE the following queues should be used
Belfast Requests: BVO_CRG
Dublin Requests: DISP_DBO
Both these queues are on the Ireland NICE and the Destination when
transferring requests is DBO.
For OOH the current procedure put in place by CCD and Ireland should be
followed. If you are in doubt as to what this procedure is please speak to
either Kevin Gant or Tom Scuffham.
That's all for today.
Regards.
Mary
|
| 105.30 | DSDN & OPA0 ?? | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Mon Sep 30 1991 10:45 | 22 |
| From: KERNEL::WIBREW "DTN 833-3843 27-Sep-1991 0924" 27-SEP-1991 09:33:30.24
Subj: Error Modifying Terminal OPA0
RSF - Modem Server - DSDN - Fridays Bulletin
We have identified the cause of the "Set Term/Inq" failure,
it only seems to occur when using DSDN interface.
If you get the error:-
Error modifying terminal OPA0
or if you are unable to use command line recall
on a connected session, dial out from DCL prompt, eg:-
VTE/connect=modem/speed=1200/cons=MDS01/log=aNICElognumber/etc
This should be temporary solution until the problem is fixed in DSDN
Regards,
Steve W.
|
| 105.31 | 2 CCD_RESP QUEUES !! | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Mon Sep 30 1991 10:49 | 18 |
| From: KERNEL::BROOKER "NAME TITLE/REFERENCE/CALLED=PROPER/NOTSURNAME/FORENAME=CLIVE 29-Sep-1991 0822" 29-SEP-1991 08:22:51.14
Subj: Nice - Irony or what?
Chaps,
I have discovered another little wrinkle in the foreskin of
Nice.
There are actually 2 out of hours queues called CCD_RESP; one for the
Southern Nice System and one for the North. So if you have an out of
hours call that you wish to give to CCD, first determine the location
of the Cost centre. If South then ROUTE REQ/QUE=CCD_RESP, however
if North then TRANSFER REQ/DEST=NUK/QUE=CCD_RESP.
Still, it could be worse...........and as soon as I figure out how,
rest assured, I'll let you know.
Dazed and confused,
Clive.
|
| 105.32 | Normalising your screen printout. | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Mon Sep 30 1991 10:50 | 18 |
| From: KERNEL::WIBREW "DTN 833-3843 29-Sep-1991 0857" 29-SEP-1991 09:03:39.18
Subj: RSF missing CR workaround
If you find that
your terminal output on
a connected
Vterminal
still does this
even when connected
via a LTA port.
Try changing the setup on your workstation.
Enable the "Newline" flag in "Customise, General" on your DECterm.
Thats another one off the list!
Regards,
Steve W.
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| 105.33 | VTERM & No login on 8600/8650. | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Mon Sep 30 1991 10:51 | 15 |
| From: KERNEL::WIBREW "DTN 833-3843 29-Sep-1991 1354" 29-SEP-1991 14:00:09.02
Subj: RSF and the VAX8600
Dear RSF users,
Another Daily Bulletin of RSF Vterminal
If you need to connect to an 8600 or 8650 system with 8600/8650
protocol - You can't, using VTERMINAL, - you will connect but
will be unable to login.
Use RSDS for 8600/8650 connections for now!
Regards,
Steve W.
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| 105.34 | BUG_HOLD & DEFER queues | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Mon Sep 30 1991 10:53 | 36 |
| From: KERNEL::SCOTT "I _LIKE_ NICE 30-Sep-1991 0714" 30-SEP-1991 07:16:00.10
Subj: How to use and monitor the BUG_HOLD and DEFER queues.
BUG_HOLD This queue is to be used _only_ for requests where we are waiting for
the customer to send us a tape. When you agree with the customer that
a tape is to be sent in, do this:-
CREATE DESC/TYPE=C !create a comment description saying that a tape
!is to be sent in.
MODIFY REQUEST !alter the LSDT to be one week in advance of the
!current date.
ROUTE REQ/QUE=BUG_HOLD
DEFER This queue is to be used for any other requests where action is
planned for a later date (eg when a monitor is planned for the
weekend). When it has been decided to defer the call, do this:-
CREATE DESC/TYPE=C !create a comment description detailing the
!reasons why the call is being deferred. use this
!field the same way you would have used the INFO
!pad on RSDS. it can be modified, ask me if
!you're unsure how.
MODIFY REQUEST !alter the LSDT to the time the action is due to
!take place.
ROUTE REQ/QUE=DEFER
Monitoring these queues. The command "LIST REQ/USER/SHORT_NAME=ROSCO" will list
the requests in queues SYS, DEFER, BUG_HOLD and SCOTT because at this moment in
time I am the owner of all those queues. It is the responsibility of the ECSO
man to monitor the DEFER and BUG_HOLD queues and take appropriate action should
a request exceed the LSDT or if a call should be mistakenly routed there. If
the ECSO man changes the queue ownership to his own name then obvously the
above command would need to be changed to reflect his own shortname.
regards Roland
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| 105.35 | Symbols. | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Mon Sep 30 1991 10:54 | 20 |
| From: KERNEL::SCOTT "I _LIKE_ NICE 30-Sep-1991 0716" 30-SEP-1991 07:16:57.25
Subj: NICE symbols anyone?
Hi,
I've set up a few basic NICE symbols which can be used by anybody. If you
use RDCLOGIN.COM then just type NM at your `$' prompt and when you get into
NICE type SHOW SYM/ALL to see them.
If you don't use RDCLOGIN.COM but still want to see/use the symbols then
you need this in your login.com:-
NM:=="@RSWS$DISK:[BASINGSTOKE.NICE]NICE.COM"
The file containing the symbols is :-
$44$DUS21:[BASINGSTOKE.NICE]RDC_NICE.SYMBOLS;1
please feel free to add any useful symbols you like.
ps please note that the symbol `qm' which looks at the sys, bug_hold and defer
queues WILL ONLY WORK IF THE OWNERSHIP IS LEFT IN MY NAME.
Roland.
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| 105.36 | ILLEGAL PASSWORD SYNTAX | KERNEL::ADAMS | Venusian turned Aquanaut,-833 3790 | Wed Oct 02 1991 16:15 | 26 |
|
Folks,
A side effect of Steve Wibrew's fix for the staggered output
that eventually drops off the RH side of your screen, will
give you the following problem;
1. The customer system prompts you to change password.
2. You type in a new password and no matter how many characters,
or whatever format you use, you get
"ILLEGAL PASSWORD SYNTAX"
My thanks to Paul Wimbledon, for passing on what his colleagues
found after hours of investigation, that it is the (NO)NEWLINE
setting on your Decterm window that is responsible. There is
apparently a related STARS article written by Colin in VMS.
So you can either play set/reset the attribute in your window,
OR
We get the problem in VTERMINAL fixed.
|
| 105.37 | Bulletin # 14 | KERNEL::ADAMS | An RD54 beats a platinum disc !! | Tue Nov 26 1991 07:20 | 26 |
|
I N T E R O F F I C E M E M O R A N D U M
Date: 22-Nov-1991 10:55am GMT
From: CHALLENORM
Dept:
Tel No:
Subject: NICE BULLETIN NO.14 - LOGGING OF TELEPSUPPORT REQUESTS
As from 07.30 on Monday 25th November, 1991 the business has agreed that
Telesupport requests will be logged as follows. Please ensure that ALL
people who will be responsible for logging telesupport requests and working
on them have sight of this bulletin.
* When logging telesupport requests you should enter ENG in the Company
Short Name field.
* When using the List Request command Specialists will see ENG in the
Company field enabling them to identify telesupport requests.
|
| 105.38 | Bulletin # 15 | KERNEL::ADAMS | An RD54 beats a platinum disc !! | Tue Nov 26 1991 07:20 | 25 |
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I N T E R O F F I C E M E M O R A N D U M
Date: 22-Nov-1991 03:44pm GMT
From: CHALLENORM
Dept:
Tel No:
Subject: NICE BULLETIN NO.15 - QUALITY_FB ACCOUNT
A symbol has been set up on both the Northern and Southern NICE
applications for mailing requests back to the QUALITY_FB account in
Viables.
The symbol to be used is FB.
Eg: NICE> FB 12345 (12345 = request log no.)
If you have any problems using this symbol please contact your relevant
Operations Support Group. South = Viables 7833 4545
Norht = Warrington 7851 2931 or 2853
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