Professional Documents
Culture Documents
Date
Shift
CustomerName
Ticket #/ Task
Name
5/3/2015
Quilter London
605/610
5/3/2015
Royal Surrey
405
5/3/2015
DollarDex
405
5/3/2015
BroadRoom
Cpinfo retrieve
5/3/2015
Quilter London
605/610
5/3/2015
DollarDex
405
5/3/2015
5/3/2015
5/3/2015
5/3/2015
N
N
N
N
Followup Call
598
Document Review
Document Review
6/3/2015
6/3/2015
6/3/2015
6/3/2015
M
M
M
M
GROC
PSG
BroadRoom
GROC
Document Review
Followup Call
Cpinfo retrieve
Internal Task
6/3/2015
GROC
Internal Task
6/3/2015
6/3/2015
6/3/2015
M
N
N
GROC
Boardroom
DollarDex
Internal Task
File upload
406
6/3/2015
6/3/2015
N
N
GROC
GROC
Internal Task
Internal Task
7/3/2015
Royal Surrey
405
7/3/2015
GROC
Internal Task
7/3/2015
DollarDex
448
7/3/2015
2523
7/3/2015
7/3/2015
8/3/2015
N
N
M
2526
Internal Task
405
8/3/2015
GROC
Internal Task
8/3/2015
GROC
Internal Task
8/3/2015
GROC
Internal Task
8/3/2015
GROC
Internal Task
9/3/2015
9/3/2015
M
M
GROC
Boardroom
Internal Task
Policy config
9/3/2015
GROC/PSG
Wiki pages
9/3/2015
TAD
536/537
9/3/2015
MDM
Reset Passwords
9/3/2015
Dollardex
405
10/3/2015
10/3/2015
M
M
Old Mutual
TAD
PSG#20291
536/537
10/3/2015
DollarDex
Ticket Update
10/3/2015
10/3/2015
10/3/2015
10/3/2015
10/3/2015
10/3/2015
10/3/2015
M
M
M
M
M
M
M
GROC
GROC
GROC
GROC
GROC
GROC
GROC
Internal Task
Internal Task
Internal Task
Internal Task
Kodak Rochester
15702 -Kodak Roches
Internal
11/3/2015
DollarDex
Ticket Update
618
619
11/3/2015
11/3/2015
11/3/2015
N
N
N
Royal Surrey
TAD
Kodak Alaris
537
2699
Description
New Customer enrollment
Troubleshooting session with Checkpoint
Customer asked to restrict management access to wan1 interface.
Copy Cpinfo file from customer firewall to Unix bastion host.
New Customer Enrollement
Customer asked to restrict management access to wan1 interface.
Followup call with PS Team
PIQ - Device Enrolment - HongKong
Process Document Review
Process Document Review
Action
Welcome kit and password SMS sent. Tried to follow up with L3 on the logging issue. Fixed so
was having in the customer portal.
Assisted Checkpoint on the troubleshooting session during the maintainance window. Debug
uploaded to the checkpoint.
12 different security alerts seen with our customers (the PDF output), who receive automated
GROC_NTT_021_Fortinet_FW_Provsn 27Feb2015
sent email followup if the issue has been replicated on their lab
Condolidated all the provided Security Alerts on PDF given by nightshift and created an excel
Block source IP 216.99.158.86 going to internal networks
Explain to customer that the profile is for monitor only for the IPS so the threat was detected
Follow up customer for any network issue pertaining to this
Reviewed:
GROC_CPE_010_CheckPoint_FW_Provsn_updated_05Mar2015-2
GROC_CPE_029_CiscoASA_ColdSwap_06 March2015
GROC_NTT_019_Fortinet_ContentSecurity_PROVSN 06 March 2015
Added cpolicy rule for timesoft on customer CMA
Informed Thomas and Alex about this request and Thomas advised to wait for his reply to clie
Reviewed the document GROC_NTT_080_Cisco_ASA_PCR_Handling_Procedures_03Dec2014.d
some screenshot that are different from the current ASA version we have.
Dollardex (#405,#448) RoyalSurrey(#594, #603, #593) KodakAlaris (#2526) DollarDex (#4
Updated the customer list based on PSG query and shared it to PSG
Verified with Alex and updated accordingly to requestor
Verified and Updated the PIQ with Brian info
Sent mail to PSF to work on VPN
Updated the report to Alex
Informed Chris that we are investigating this and will followup once we have a conclusion.
Add the route towards the Gateway(194.155.12.1) on both the Firewalls
New object creation for source vlan 252 (10.161.130.0/24) and destination xmlts.syhapp.third
Monitor RS citrix gateway and failover to secondary firewall
Inform customer of upgrade on March 17 17:00 CET (March 18 12:00 AM)
Ask for logs to further troubleshoot
Remark/ Follow up
Status
Follow
Follow
Follow
Follow
Hand
Hand
Hand
Hand
up
up
up
up
with
with
with
with
PS Team
the customer
Team
Team
over
over
over
over
to
to
to
to
next
next
next
next
shift
shift
shift
shift
GROC_NTT_021_Fortinet_FW_Provsn
27Feb2015 - Need to update the part where
Sunil instructed to provide steps how to
enable IPS/IDS and step by step guide in
creating policy. Need to get inputs from
someone that is more familiar with Fortinet.
Sending to the nextshift for continuation.
Follow up with L3
Follow up with Customer
Completed
None
Completed
None
Completed
Completed
Completed
Follow Up
Completed
Handled by
Time taken
Siew/Ravi
12 hours
Ravi
3.5 hours
Siew
3 hours
Siew/Ravi
30 Minutes
Kishore/Manji
t
3 hours
Kishore
30 Minutes
Kishore/Manji
t
30 Minutes
Manjit
2 Hours
Kishore
1 Hour
Manjit
1 Hour
Hariharan
Hariharan
Hariharan
Walter
3 Hours
15 mins
15 mins
30 Minutes
Walter
3 Hours
Walter
Thiru/Allan
Allan
1 Hour
1 Hour
30 Minutes
Allan
Thiru
2 Hours
Allan
15 mins
Walter
2 Hours
Allan
1 Hour
Allan
1 Hour
Allan
Thiru
Siew
30 Minutes
2 Hours
15 min
Siew
5 hours
Ravi
4 Hours
Ravi
30 Minutes
Kishore/Manjit2 hours
Ravi/Siew
Ravi
3.5 hours
30 minutes
Ravi
1.5 hours
Siew
2 hours
Siew
30 minutes
Siew
1 hour
Walter
Walter
1 hour
1 hour
Walter
30 minutes
Walter
Walter
Hariharan
Hariharan
Hariharan
Hariharan
Hariharan
2.5 Hours
1 Hour
30 Mins
30 Mins
1 Hour
30 Mins
1 Hour
Allan
30 minutes
Thiru
Allan
Allan
Thiru
1.5 hours
4 hours
30 minutes
2 hours