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Corporate  —  Information Technology
Procedures  — Fax Notification System (FNS):

TROUBLESHOOTING CHECKLIST #1
[Help Desk & IT Support Use Only]



Procedure CIT-PRO-FNS-TS1

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Troubleshooting Checklist:

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Definitions

Related Topics

 

Summary:

The automated Fax Notification System (FNS) is based on a 3-platform environment, as follows: 

--

The Unisys Mainframe based NBO Auto-Fax Generation System is used by New Business Operations (NBO) to automatically generate fax notifications to field sales offices.  Each fax notice gives status information on credit applications for one new prospect or client attempting to lease or purchase equipment.

This system also generates reports about New Business notification traffic pending or sent, which is printed at the corporate NBO office via local network printers.

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The Neptune Server based FAX FileTransfer Unix Application receives "raw" auto-faxing information from the mainframe system in the form of individual files (one per fax transmission), modifies the format and content of each file (to add special "fax system coding" characters that a mainframe system cannot transmit).  Each fax file is then passed to the corporate network server that hosts the Fac-Sys software  which physically transmits the faxes.

--

The FAC-Sys Automated Faxing System receives the fax information files, then uses these to automatically send faxes -- this is the server based portion of the software package.  There is also a set of client programs that provide user interfaces to check the status of fax transmissions and/or modify their transmission parameters.  (These are used by NBO day-to-day, or by I/T troubleshooters.)

 

Notes:

Follow the Checklist Steps below in the order given.

For reported problems with Network (PTQ) Printers in New Business Operations (NBO) that are used to print faxes or reports for this Auto-Fax application, jump directly to Step C below.

If these printers stay "down" for more than a few hours, they will backup the print queues into the Unisys mainframe system and possibly cause an abend in the auto-fax application WTYFX. (See the Unisys Mainframe based NBO Auto-Fax Generation System diagram and write-up for further details.)

Please check the New Business Operations Auto-Faxing System Procedures documentation for additional available references supporting this Checklist.


Procedure:

Basically, when troubleshooting reported problems with the Fax Notification System, it is best to work backwards from the transmission point to the origination point (based on past experience).   The steps below reflect this, and contain the contact information for the various support personnel assigned to each part of the system.  Each person who works on the reported situation should make an entry into Remedy, referring to the  "ticket number" assigned by the Help Desk.


Step A.

Check the FAC-Sys Automated Faxing System:

1.

FAC-Sys Support Analyst 1 — LAN/WAN Specialist

2.

FAC-Sys Support Analyst 2 — Server Specialist

 

Step B.

Check the Neptune Server based FAX FileTransfer Unix Application:

1.

Unix Server Support Analyst 1 — Service Technical Consultant for Neptune Server.

2.

Unix Server Support Analyst 2 — Backup Support for Neptune Server.

3.

Unix Server Support Manager 1 — Systems Software Manager (including Neptune Server).

4.

Bob Whatabout in Unisys Operations — "Last Resort" Backup Only
(Bob had previous responsibility for support of the fax-file-transfer applications on the Neptune Server.  Bob took it over from Irene Warpdrive, the original author of the Unix print daemon (driver) applications, after she left the company.)

 

Step C.

Check the Unisys Mainframe based NBO Auto-Fax Generation System:

 

1.

Current I/T Applications Support Group "Operations Monitor"

2.

Sam Spade — Senior Systems Analyst — I/T New Business Applications Support

3.

Bill Young – 8-328-7468 — Original Author of WTYFAX (Unisys Mainframe Application)

4.

See also IT Department Phone & Beeper List

5.

See also the Unisys Operations phone/beeper list.

 

Definitions:

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CHECKLIST

Related Topics

Left-Click on the Link for the desired definition.
client
client-server

Legacy System

mainframe
mid-range system (formerly "minicomputer")
Neptune
server
Unisys
Unix

 

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CHECKLIST

Definitions

Left-Click on the Link for the desired Topic.

New Business Operations (NBO) -- Automatic Fax Notification System (FNS) -- Summary & Usage




 

Contact Bogey Mitchum (cc Sam Spade) by e-mail for instructions on how to add new Topics.

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Document Information

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Master Corporate Subject Index

Corporate Information Technology Glossary

Corporate Information Technology Subject Index

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Area Subject Index

Procedures — Table of Contents

Desktop Reference Library

Procedures — Legacy System Topics

New Business Operations (NBO) System on Unisys

Corporate I/T — Applications Support — Faxing System Procedures


Document Information

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Ownership/Maintenance:

Corporate

Information Technology Services Division:
— Unisys Data Center Operations Group
— Applications Development & Support — Financial Services
— Database Administrators for Legacy System
— Help Desk Group

Allowable Distribution:

Corporate

LIMITED TO:
Corporate Information Technology Groups ONLY

Current Version:
   
[July 25, 2001]

File:

REF_CIT_PRO_FNS_TS1.html

History:
   
[November 2, 2000]

V 1.0

Bill Young x7468 -- Original Version

[January 17, 2001]

V 1.0

Bill Young x7468 -- Update for phone book link changes; also upgrade format to show order of steps clearer.

[February 26, 2001]

V 1.0

Bill Young x7468 -- Update for changes in responsibility for the Windows-Network-Based FAC-Sys Automatic Faxing System.

[July 19, 2001]

V 1.0

Bill Young x7468 -- Update for changes in responsibility for:
(a) Windows-NW-Based FAC-Sys Automatic Faxing System;
(b) Unix Mid-Range System for transferring NBO Fax Files to Windows.

[July 25, 2001]

V 1.0

Bill Young x7468 -- Update for changes in responsibility for:
the Unix Mid-Range System for transferring NBO Fax Files to Windows.