Support_Dashboard_Current

Users and Support Levels

Level

User/Responsible Party

Responsibility

1

Service Desk (SD), Operations Centre (OC)

Direct users of the application.

OC - Carry out actions such as editing blacklists and filters, acknowledging and closing alarms, etc.

SD - Carry out limited actions such as acknowledging alarms, editing filters.

OC should contact Level 2-3 for next available support, such as via email, or ticketing system for raising new feature requests or bug reports.

2

Operations Team

Owners of the product/application. Provide input on new feature requests in the application. Should contact Level 3 for next support level.

3

Systems Team

Responsible for development and maintenance of the application. Also provide advanced support for Level 1 and Level 2 users.

Channel	Description
Application Services Support (Jira; requires Windows domain credentials to log in)	Jira queue to raise any production-related issues in Dashboard. The issues can be anything related to configuration file change requests to logging issues or even bugs seen on production Dashboard instances.
Dashboard (Jira; requires Windows domain credentials to log in)	JIRA queue to raise any feature requests in Dashboard. These are new requests made by users to see additional functionalities implemented in Dashboard to improve its usability. The System team can also move any issues falling in this category from SYS to this queue.

Module	Description	Location
Correlator	Log file for correlator	/var/log/nms-dashboard/alarm_correlator.log
Trap Processor	Log file for SNMP traps processor	/var/log/nms-dashboard/trap_processor.log
Misc. log files	Log files, except the above, for various router-interfacing shell scripts and corresponding PHP database-update scripts	[/var/log/nms-dashboard/]*.log
Database	MySQL log file	/var/log/mysqld.log
GUI	Log file for the user interface	/var/log/tomcat6/catalina.out (it is also worth investigating other log files in this location when need arises)