When reporting issues after core working hours, please communicate the priority of the issue clearly to the Leidos Helpdesk so the issue is escalated and routed correctly.
Step-by-step guide
Add the steps involved:
- Open a CIO Central ticket through the usual means. You may open a ticket online or call the CIO Central Enterprise Service Desk.
- When communicating the issue, make sure you clearly indicate that our development effort is in a "work stoppage" and a substantial number of people are unable to work. It is very important to make sure the helpdesk knows we are in a work stoppage situation. At the same time, do NOT escalate issues that impact a single developer as that is not a program work stoppage. Don't abuse the escalation for isolated incidents that impact one developer.
- Also when communicating with the helpdesk, make sure they know that our impacted environment is the "GSM-O VPC" hosted by "Enterprise Cloud Management (ECM)". This will assist the helpdesk with ticket routing and ensure the incident is routed to the correct queue.
- Verify with the help desk that the ticket has been recorded as severity 2 or greater (work stoppage) and they are routing the ticket to "ECM".
- If you don't receive any response within 2 hours, forward the incident number to the following individuals on Leidos via Outlook email: Brian Belonia, Victor Campbell, and Charlie Murray. Do not notify these individuals unless there is no action on the ticket. If the ticket is being actively addressed, you can be assured the ticket has been escalated and assigned.
| Leidos ECM is currently a 9x5 service with engineers "live" during core business hours. When working outside of core business hours, issues require escalation if they are causing a work stoppage. Precise definition of core business hours are not defined, but it is reasonable to assume 8AM to 5PM ET Monday through Friday. |
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