Incident Management FAQ 1. What are the email addresses used for incident management? Mailing ListDescriptionhelp@its.utexas.eduET Support Center, or call 512-475-9400.UDC-staff@austin.utexas.eduUDC Operators, or call 512-471-0007problems@its.utexas.eduUsed 1) to notify the department about potential major incidents, 2) during major incident resolution for periodic announcements about status, and 3) by service managers to announce emergency maintenance.it-talk@utlists.utexas.eduUnmoderated optional list for UT Austin technical support community to troubleshoot questions and share information.it-updates@utlists.utexas.eduUsed to send official IT announcements (copies to it-talk@utlists.utexas.edu). All IT support community members must join. 2. How do I open the conference bridge? To assist with major incident management, coordination, and communication within and between teams, the UDC Operators will establish a conference bridge as instructed by the AVP/CIO or his/her delegate. The bridge number is 877-820-7831, with participant code 860370. 3. What does an incident coordinator do? Incident coordinators for major incidents are listed on the Major Incident Checklist. The incident coordinator is present to help facilitate communication and is NOT working on the problem. During a campus-wide, significant event, the AVP will appoint an incident coordinator to be the ITS representative. In the event the AVP is absent or unavailable, the responsibility for appointing an incident coordinator will pass (in order) to: ITS Campus Solutions Director University Data Center Director Networking and Telecommunications Director The incident coordinator role is described in more detail in the Incident Management Standards and Guidelines. 4. Where can I find Post Incident Reviews (PIRs)? Post Incident Reviews are published to the ITS Incident Reports wiki. 5. Where can I find ITS templates for communication with customers? External communication standards and templates are published in the ITS Organizational Communications wiki. 6. Where can I find major incident workflows? Workflows for Major Incidents, for both working and communicating the incident, are found in the Incident Management Standards and Guidelines Appendix A.
