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IT Issue Reporting Procedures

Send an e-mail to it@stratfor.com Describe the issue with as much detail as possible. Provide contact info If you cannot do your work because of the issue, let us know. Expect to receive a response from “The Default Queue via RT” The subject will contain “[stratfor.com #...]”

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IT Issue Reporting Procedures

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  1. Send an e-mail to it@stratfor.com Describe the issue with as much detail as possible. Provide contact info If you cannot do your work because of the issue, let us know. Expect to receive a response from “The Default Queue via RT” The subject will contain “[stratfor.com #...]” At this point, a ticket has been created for your request and all of IT has been sent a notification. If you do not receive this mail within 10 minutes, call the on-call number. If the matter is urgent, call the on-call person at 512-744-4080 An urgent issue would be a major outage effecting many people or multiple people being unable to work. This number is forwarded to the scheduled on-call resource. If you get voicemail, leave a message including your contact information. If you are unable to make contact with the on-call person in 10 minutes, escalate. First, call Brian Brandaw at 512-468-5811 If Brian does not respond, contact Greg Sikes at 512-925-6446 IT Issue Reporting Procedures

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