Anatomy of the nightly report

Sample Report

To: nightly-report@wfu.edu 
From: Help Desk <help@wfu.edu>
Subject: Sunday, 4/7


Nightly Report


* Network outage in Luter. All floors were affected.
Paged Systems at 6:30, they responded promptly.
Networking informed the Help Desk at 8:30 that 
the issue was resolved.


Phone In
   1    AGN Modem Issue/Request
   7    General Information
   1    Software Instruction
   2    Software Issue/Request
   1    WIN Issue/Request

Walk In
   2   Hardware Pickup
   1    Disk/Virus Issue/Request
   2    Hardware Issue/Request
   1    Printer Issue/Request

Email
   1    General Information
   1    Telecom Issue/Request
   1    WIN Issue/Request

Voice Mail
   2    Software Issue/Request


--Brian

Tips

1. 
   The report should be sent to nightly-report@wfu.edu. This is a listserv that contains many managers and other interested parties in IS. Unless otherwise instructed, the report should be sent from the computer that receives the Help Desk email. The subject should be the day of the week followed by the date: Sunday, 12/29
   
   
2. 
   The heading or first line of the email should read Nightly Report
   
   
3. 
   If someone outside the Help Desk is paged then write a summary based on the following.
   - State the problem.
   - Time & what group you paged (usually systems)
   - Time they responded.
   - Actions that will be taken.
   ------ Only facts should be included, no editorializing or opinions ------
   
   
4. 
   Include the Remedy summary, it should be formatted like the one above.
   
   
5. 
   Sign your name.