2020-10-21 Meeting notes - CCR Support process

Members in attendance

Purpose = Check on CCR Support To-Do's from last meeting (notes from last meeting are here)

ITS-Pro code: https://its-pro.ucsd.edu/browse/CIC-265

Discussion items

To-Do's	Who	Updates
Look at pager duty closer to see how it notifies and how it can be used effectively for Critical and High tickets	Phillip, James	Actions to be researched by James Dotson... Look at ServiceNow to see what it is in there already. Look into "break glass now" Incident creation Can set-up different queues, based on audience, criticality, etc. Can set-up notification methods, based on this info. How 'pager duty' works with ServiceNow (notifications, "got it and working on it" status, etc.)? MC - Should Claire's team be part of the 'pager duty' queue or not? CM - Yes, if her team is the main contact for a team or service. Could we use Pager Duty → Teams (or Slack) integration for important notifications to the main CCR support group? Seems like a decent option. Let's explore this more!!! -------------- Other general questions... What could fail, due to CCR efforts, which would cause a service issue/ outage for users? What can/should/will happen, from a user notification perspective, when there is a malware, virus, etc., on a given user's computer or service?
Add SLAs for each IT service and related vendors, as appropriate	Phillip, James, Teri, Daniel	Ignore for now. But good for us to have this info available behind the scenes, of course. Two-step - x hours / Duo - y hours Malware - z hours / FireEye - a hours Back-up - b hours / lots of vendors?
Add additional contacts for each team	Phillip, James, Teri, Daniel, Claire	Phillip Lopo James Dotson Former user (Deleted) Claire Daniel Quach Please put contact info in working doc here, if you have not already done so.
To prepare the different Scenarios that are possible and review it in the next meeting so the Team leads can see if the ticket process/plan will cover the expected scenarios	Claire	We will cover next time