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Integration of the Logger in Remedy

Integration of the Logger in Remedy. in the ITCM application. Roadmap. Introduction What is the Logger ? What is Remedy/ITCM ? Operators’ work Reasons to merge Re-using ideas and software New developments and interfaces Changes for the users Operators and system managers Time scale.

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Integration of the Logger in Remedy

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  1. Integration of the Logger in Remedy in the ITCM application Fabio Trevisani - IT/TS/IR

  2. Roadmap • Introduction • What is the Logger ? What is Remedy/ITCM ? • Operators’ work • Reasons to merge • Re-using ideas and software • New developments and interfaces • Changes for the users • Operators and system managers • Time scale Fabio Trevisani - IT/TS/IR

  3. Introduction I • What is the Logger ? • Electronic log book for the operators • Introduced in 1994 • Goals • It keeps track of the interventions in CC • It produces daily lists by domains for reviewing the problems encountered • Web interface for searching archived events Fabio Trevisani - IT/TS/IR

  4. Introduction II • What is Remedy/ITCM ? • A Remedy application managing calls to external providers – IT Call Management • PDP-Serco (1999) then CS-WMDATA (2000) • Goals • Allows to create and follow up work orders • It keeps a trace of adopted solutions • It provides a mean to measure the quality of the work done (internal counters, …) Fabio Trevisani - IT/TS/IR

  5. Operators’ work • Current situation • No need to know the classification in advance • Most of the log entries are for systems managed by external providers ( >75% ) • Events related to these systems have also to be entered in ITCM Fabio Trevisani - IT/TS/IR

  6. Reasons to merge • To avoid duplicated work • There should be a single place for all the calls • Operators currently don’t have a complete picture of the problems • Problem resolutions are only reported in Remedy • The daily review has to refer to Remedy tickets in case some details are needed • To avoid maintaining the Logger (old tool) Fabio Trevisani - IT/TS/IR

  7. From the Logger Single entry point Allows unclassified events Distribution (events grouping) Notification by mail Daily review Web interface From Remedy/ITCM Implemented workflow Using a database Ticket contains problem and solution Counters for quality of service retrieving information from remote databases Re-using ideas and software Fabio Trevisani - IT/TS/IR

  8. New developments • In ITCM • Affiliation to multiple domains • Minor changes in the workflow • Operators’ view • Web interfaces • Not using ARWeb (proprietary) • Reports generation (lists) • Many selections possible (domains, ordering, etc…) • Quick search for repetitive queries Fabio Trevisani - IT/TS/IR

  9. A few examples • Operators’ interface • Query interface • Daily report Fabio Trevisani - IT/TS/IR

  10. Changes for the users • For the operators • Single interface • Daily distribution no longer manual • A validated entry can no longer be changed • Not even for typo mistakes • But information can always be appended • Date and time forced at validation • No longer reflects the order events happened • But rather the priority that problems have been looked after Fabio Trevisani - IT/TS/IR

  11. Changes for the users • For the system managers • No longer free access (login required) • New options for queries • sorting, non-operator entries, etc… • Preferences for quick access to reports • Entries in Web reports with links to tickets • Status of the ticket rather than the system • No longer automatic daily printouts • But “Print” button in all web browser Fabio Trevisani - IT/TS/IR

  12. Time scale • Specifications available • End June : prototype of Web access • July : multiple domain affiliations in ITCM • August : operators’ view • Autumn : production Fabio Trevisani - IT/TS/IR

  13. Questions ? Issues ? • All documents and examples available on the web : • http://cern.ch/it-div-ts-ir/ • Look under “Operational Logs” • http://wwwcio.cern.ch/Logger/ • Main site of the current Logger Fabio Trevisani - IT/TS/IR

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