Re: Outage Management/Log Book

[Payam Poursaied <me () payam124 com>]

Hi
Otrs seems to be a ticketing system. We are using RT (bestpractical)
as our ticketing system and our monitoring guys use RT to issue a
trouble ticket to our maintenance team.
Sometimes something happened by our upstream provider and for example
in less than 7 minutes resolved.
In all cases monitoring staff log the start time, type of failure and
resolved time in thei log-book. Later they tried to put these data
including the affected sites and it would be used to create mane
reports regarding sites uptime.

S I'm looking for an application with very easy and handy interface to
simulate their log book for outages.
I can create some custom fields in our RT to maintain these data, but
there are some problems:
1- not all of the incidents are recorded in our ticketing system,
because they should be followed by someone out of our system
2- some problems may get resolved in a few minutes, I.e. By. Phone
call. So, creating a ticket may not make sense.
3- the interface of RT is not good enough to be used as a fast
log-book system for our outage


On Monday, April 25, 2011, Nathanael Cariaga <nccariaga () stluke com ph> wrote:
> Have you tried otrs?
>
>
>
> On Apr 25, 2011, at 6:47 PM, "Payam Poursaied" <me () payam124 com> wrote:
>
> > Hi all
> > May I have your recommendation  regarding any outage management software and NOC log book(preferably open source) .
> > I want to get fresh ideas about available software in this area.
> >
> > The below scenario may explain what I am looking for:
> > One of the sites gets down, monitoring team would log it. Technical staffs follow it, they find there is something 
> > wrong
> > in the site. Someone gets to the site and find there is a power failure. Make it correct. Monitoring team again see 
> > that
> > site UP and update their log book put the recovery time and the reason (i.e. power failure)
> > One of the simplest report from this system would be downtime per site/per reason.
> >
> > The ability to record group outage - manually or automatically based on network topology - (i.e. failure of a core
> > router in a city which would be caused several sites failure) would be also useful.
> >
> > Best Regards
> > Payam Poursaied