FAQ Regional Operator on Duty
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Handling issues during weekends and public holidays
Due to the fact that weekends and public holidays are not considered working days it is noted that ROD teams do not have any responsibilities during these days. RODs should ensure that in these days tickets do not expire and alarms will not aged above 72h.
Alarms when node is not in production and is part of production site
Sites with multiple alarms/tickets
When opening a ticket against a site with existing tickets ROD should consider that these problems may be linked or dependant on pending solutions. In such case ROD should use masking mechanism to gather and assigne alarms to one ticket rather than open a ticket for each alarm.
If the problem is different but maybe linked the expiry dates for each ticket should be synchronized to the latest date.
Site/node in downtime
Handling tickets for site/node in downime
When a ticket has been raised against a site that subsequently enters downtime time, the expiry date on the ticket can be extended.
Sites that are in downtime will still have monitoring switched on and therefore may appear to be failing tests but no alarms on Operations Portal will be raised against them. ROD must take care that when opening tickets to ensure that they don't open tickets against sites in downtime.
Handling alarms for site/node in downime
It often happens that a failure occurred generating a lot of alarms and then site manager decided to put site in Downtime. Getting these alarms OK may take more than 72h when the issue is escalated to COD.
ROD should not create a ticket for sites/nodes in Downtime and is not obligated to deal with such alarms but it is recommended to close these alarms to avoid being escalated to COD. In such case as a reson of closing NON-OK alarm ROD should put link to the downtime in GOC DB.
Site in downtime for more than a month
If a site is in DOWNTIME for more than a month then it is advised that the site should go to the uncertified state.