Work Requests
Policy
Definition of work request types
- Normal (generates "Important" Remedy ticket) - Any addition, change or removal of racked device requires at least five business days lead time.
- Emergency (generates "Critical" Remedy ticket) - Any work request required to correct or avoid a service outage.
| NOTE: If the scope of the project is large and complex or you feel a meeting is needed, please contact us at dcops@listserv.unc.edu or call the DCOPS pager at 216-2220 prior to entering system registration(s). |
How to request work from ITS Data Center Operations
- Remedy System Registration Application - Any addition of, change to, or removal of a device on an ITS Data Center floor
- Remedy Request for Service (RFS) to ITS-DATA-CENTER-OPS or call 962-HELP.
- Any facility related request (power, HVAC, chilled water, UPS, generator, or physical security)
- Troubleshooting racked device issues (network problems, etc.)
- Request for purchase of infrastructure items or supplies within the data center.
Procedures
- Remedy System Registration Application - should always be used when a device is being added, changed, or removed from any ITS Data Center.
- Remedy Request for Service (RFS) - is used to report problems with environment, network and infrastructure. These tickets should be submitted to ITS-DATA-CENTER-OPS.
| NOTE: KVM and Serial Console support requests should be submitted to ITS-CONTROL-CENTER via a Remedy Request for Service. |
