2013: Using directly the Repair Service

As of November 2013, with the introduction on GNI and its facility of routing alarms, the NAS failures are creating ServiceMow tickets directly for the Repair Service. The SysAdmins should no longer be involved in opening Vendor Calls, and in case such a request is reaching them, they should pass the ticket to itprocos vendor FE.

digraph G { size="600x800"; id="NetApp_Repair_Workflow"; graph [rankdir="TB" label="\n NetApp Repair Workflow (Repair Service)" fontsize=12 bgcolor="#eeeeff"]; node [shape=box fontsize=10]; edge [color=blue fontsize=8 font="Arial"];

a_NAS [label="NAS/storage"]; chez_NetApp [label="NetApp \n Company" shape=house]; db_SrvMgr [label="DB Service Managers"]; repair_service [label="Repair Service (itprocos) \n aka Procurement Off-site Warranty Service"]; a_inbox [label="Messages Vault \n(many messages generated)"]; itcm [label="ITCM ticket" color="blue" shape=Msquare]; gni [label="GNI" color="red" shape="oval" fontsize=12];

subgraph usual_vc { a_NAS -> gni -> itcm -> repair_service; repair_service -> itcm [label="Close Call"]; } repair_service -> a_inbox [label="Search for \n Reference" constraint="false" style=dashed color=green]; repair_service -> a_NAS [label="Perform \n Repair" constraint="false" style=dotted]; a_NAS -> a_inbox [color=grey]; a_NAS -> db_SrvMgr [constraint="false" color=grey]; a_NAS -> chez_NetApp [color=green]; chez_NetApp -> repair_service [label="Send part \n with Reference" color=green constraint="false"]; }

2012: Using the Repair Service via the SysAdmins

With the arrival of the in-house repair service, DB decided to delegate the repair and to return to a more standard workflow with SysAdmins opening the calls. However, the build-in "call home" facility remains in parallel. The following graph gives an overall picture of the process:

• blue path: the usual workflow for repair (with vendor being the Repair Service)
• green path: the build-in "call home" facility (with the Repair Service as local contact)
• grey arrows: other notifications

digraph G { size="600x800"; id="NetApp_Repair_Workflow"; graph [rankdir="TB" label="\n NetApp Repair Workflow (SysAdmin)" fontsize=12 bgcolor="#eeeeff"]; node [shape=box fontsize=10]; edge [color=blue fontsize=8 font="Arial"];

a_NAS [label="NAS/storage"]; chez_NetApp [label="NetApp \n Company" shape=house]; db_SrvMgr [label="DB Service Managers"]; repair_service [label="Repair Service (itprocos) \n aka Procurement Off-site Warranty Service"]; sysadmins [label="SysAdmins"]; a_inbox [label="Messages Vault \n(many messages generated)"]; itcm [label="ITCM ticket" color="blue" shape=Msquare]; hms [label="HMS ticket" color="blue" shape=Msquare]; las [label="LAS" color="red" shape="oval" fontsize=12];

subgraph usual_vc { a_NAS -> las -> itcm -> sysadmins; sysadmins -> hms [label="Vendor Call"]; hms -> repair_service; repair_service -> hms [label="Close Call"]; } repair_service -> a_inbox [label="Search for \n Reference" constraint="false" style=dashed color=green]; repair_service -> a_NAS [label="Perform \n Repair" constraint="false" style=dotted]; a_NAS -> a_inbox [color=grey]; a_NAS -> db_SrvMgr [constraint="false" color=grey]; a_NAS -> chez_NetApp [color=green]; chez_NetApp -> repair_service [label="Send part \n with Reference" color=green constraint="false"]; }

Exceptions and Temporary Solutions

The above workflow doesn't reflect the following exceptions: bla bla bla -- FabioTrevisani - 2014-11-07