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Subject: Re: Reporting ongoing outages vs resolved ones
From: jason justman <[log in to unmask]>
Reply-To:jason justman <[log in to unmask]>
Date:Sat, 8 Nov 2003 01:30:05 -0500
Content-Type:text/plain
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text/plain (138 lines)


I personally prefer the merit style of the 'status' page containing a
snapshot of not only current but relevant information for the past few
days.  its not as verbose, but presents a better overview of UP/DOWN.

http://www.merit.edu/mail.archives/mn-network-events/

Even netmon has this in its alerts:
http://netmon.cl.msu.edu/netmon/msu/allbbdown.html (Recently Down.. Back
Up).

Why does it show scheduled outages if its not going to show resolved
outages? Maybe it should say "UP - MSU5 router" under outages to let
people know an explict change has occured - rather than dissapearing.

The other possibility is that an 'archived status history' event might
still have relevance to a current problem a user is experiencing.  Why
should there be a separate link to let people get an idea of change that
might have occurred?  The possibility of providing the illusion that
there was not a recent problem is somewhat high.  If just the past 7
days were added below the "Systems Scheduled for Maintenance", it would
be a welcome addition.   Then the archived status link can be placed in
a section which is relevant to its content which is displayed.


BTW - either the joins or updates to the db seem really weird:
https://contact.cl.msu.edu/status/status_history.php?id=000000000000212

same body copy 4 times..

J

Rich Wiggins wrote:

>Folks,
>
>Hmmm, I think this is an example of rising expectations.  :-) Six months
>ago, we didn't have a mechanism for folks to check on current outages.
>When we set up help/status we heard that computer support people needed
>to know not only about outages right now, but also outages that had
>been resolved.  So we added that functionality.
>
>The theory is this:  Your dean says "Was there a network problem
>this morning?" or "Is there a problem with ANGEL today?"
>
>You go to help.msu.edu/status.  You scan for current outages.  You
>see none.  You then click on the link for archived (ie resolved,
>it isn't down any more) outage reports.
>
>In a couple of clicks, you know about all the outages that are
>ongoing now, and all those within the last week.  It seems to me
>that this will answer the questions that we heard at the last face to
>face NAG meeting are asked by your faculty, staff, and management.
>
>We don't want the CURRENT outages page to list RESOLVED outages;
>that page is so people can know what is down now or is scheduled
>to be down soon.  As Doug indicates, it should be easy enough
>for folks to click on one more link to find out about recent outages.
>
>If you are interested in more detailed archive information, you
>can click to open the time window to:
>
>Last 30 days   Last 90 days   Last 365 days
>
>You can sort by the system that failed and you can filter by
>whether past outages where scheduled or not.
>
>We are continuing to refine out help/status works.  The entries you
>see from September are still there because they are STILL ongoing
>problems.  We're working on splitting off a new category so that
>the first page of help.msu.edu/status will show three main items:
>
>-- System outages (ie a major system is down right now)
>
>-- Bulletins (ie something significant of campus-wide interest
>w/r/t IT, e.g. a new major virus threat.  A number of the items
>now listed as Outages would be filed as Bulletins; eg AOL blocking
>Pilot mail.)
>
>-- Scheduled maintenance (ie planned service on a production system.
>Usually these items will be scheduled for off hours.)
>
>We're certainly open to suggestions as we evolve these tools to meet
>the information needs we've heard from customers.  Maybe after we
>have Bulletins implemented would be near the time of the next NAG
>meeting -- where we can go over help/status face to face.
>
>Keep those expectations rising.  :-)  If you know of examples from
>other institutions whose Web-based IT outages reporting systems are
>worth emulating, please let us know the specifics.
>
>Thanks,
>
>/rich
>
>
>
>>I am requesting that outage reports be left up on the main page for at least a
>>week before being archived then.
>>
>>There is information on the status page from September and October. To have
>>archived an outage report this quickly doesn't serve the needs of those who
>>have to answer questions from patrons and faculty.
>>
>>Don Bosman
>>Information Technologist
>>Michigan State University Libraries
>>517-432-6123  ext 233
>>[log in to unmask]
>>
>>
>>
>>
>>
>>-----Original Message-----
>>From: Doug Nelson [mailto:[log in to unmask]]
>>Sent: Friday, November 07, 2003 12:32 PM
>>To: [log in to unmask]
>>Subject: Re: dialup DNS problems
>>
>>
>>
>>
>>>I thought that campus-wide outages were going to be posted on the Computer
>>>Lab Status page? http://help.msu.edu/status/  There is nothing about an
>>>outage posted, therefore it never happened(?)
>>>
>>>
>>Go to that page, then click on "archived status history".  Look for an
>>entry entitled "Off campus network connections down" and dated 10/30/2003
>>11:51 pm.
>>
>>
>>Doug Nelson                     [log in to unmask]
>>Network Manager                 Ph: (517) 353-2980
>>Computer Laboratory             http://www.msu.edu/~nelson/
>>Michigan State University
>>
>>

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