DOCS System Configuration Management Plan - U.S. Department of ...

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Appendix EHelp Desk ProceduresDocsscb5c.doc 02/23/07 Page 68 of 93
Document Online Coordination System(DOCS)Help Desk ProceduresA. DOCS user calls respective program office AOSS Help Desk.B. Program office AOSS Help Desk creates and assigns incident.C. Program office AOSS support team visits user to assess problem.1. If problem is not related to DOCS, the program office AOSS support team resolves theproblem or refers it elsewhere.2. If problem is related to DOCS, the program office AOSS support team is responsible forfirst resolving the problem.D. Further assistance is required by the DOCS Technical Team1. The program office AOSS Help Desk contacts the DOCS Help Desk and transfers theincident to DOCS.a. If an incident was not created using APPLIX, the DOCS Technical Team willfirst assess the problem to ensure it is DOCS related before an incident is created.b. If the DOCS Technical Team finds the problem is not DOCS related, the teamrefers the problem back to the respective program office AOSS Help Desk forresolution.2. Workflow Process Related.a. The problem is first referred to the respective program office CorrespondenceProcess Analyst (CPA).b. If the CPA is unable to resolve the problem, the CPA refers the problem to theOffice of the Executive Secretariat Process Analysts for assistance.c. The CPA closes the incident.3. System-Related.a. The DOCS Technical Team resolves the problem.b. The DOCS Technical Team closes the APPLIX incident and informs the respectiveprogram office AOSS Help Desk the problem has been resolved.Docsscb5c.doc Page 69 of 93 2/23/2007
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U. S. Department of EnergyOffice of
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4.4.2.1. System Modification.......
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Council documents received in or in
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• Section 8 - Backup and Restore:
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2. Configuration Management Organiz
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2.4. Configuration Management Envir
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2.4.1.1. Standing Configuration Man
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• Analyzes proposed problem solut
Page 17 and 18: 3. Configuration IdentificationConf
Page 19 and 20: • Documented Source Code contains
Page 21 and 22: 3.4. DOCS Configuration Management
Page 23 and 24: When a release is needed, CM will p
Page 25 and 26: 4.1.2. System Change Request (SCR)
Page 27 and 28: 4.1.3.1. Roles and Responsibilities
Page 29 and 30: • System-related. The problem is
Page 31 and 32: • Providing one or more additiona
Page 33 and 34: 5. Configuration Status AccountingC
Page 35 and 36: 6. Configuration Audits and Reviews
Page 37 and 38: • Track all FCA/PCA action items
Page 39 and 40: 7. Archive and RetrievalThe object
Page 41 and 42: 9. Records Collection and Retention
Page 43 and 44: Appendix ADocument On-line Correspo
Page 45: 3. AuthorityThe DOCS CMB derives it
Page 48 and 49: Configuration Management BoardMembe
Page 50 and 51: 5. ProtocolsCMB meetings will be he
Page 52 and 53: Appendix BDOCS System Configuration
Page 55 and 56: DOCS II System ConfigurationBaselin
Page 61 and 62: Appendix CSoftware Change Request F
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Page 65 and 66: SCR # Short Title DateSubmittedPrio
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Page 71 and 72: Appendix FAcronyms and Abbreviation
Page 73 and 74: Appendix GConfiguration LibraryDocs
Page 75 and 76: CD - Program License Diskette 3.2 S
Page 77 and 78: CD - Cheyenne Software from Compaq
Page 79 and 80: Smart-2 Array Controller - User Gui
Page 81 and 82: Legend:Letters and number placed be
Page 83 and 84: Library 2 -Setup Disk 2 4 SW-0001A/
Page 85 and 86: What's New in SQL Server 6.5 6.5Pro
Page 87 and 88: Administrator's Guide - Enterprise
Page 89 and 90: Release Notes 1.7 CTX-00F4-9301-F91
Page 91 and 92: Compaq Systems Reference Library 2.
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