030326

Call Start

  • Waseem cannot attend today's call.

  • Steve confirms we can begin the meeting.

Status and Data Review

  • The reviews seven day data:

    • P2s: 55%

    • P3s: 47%

    • P4s: 96%

  • P1s at 0% is viewed positively.

  • Top alerting host site is Bangaluru:

    • Reports 98 alerts and 5 incidents, with one incident still open.

Incident Discussion

  • Emphasize the importance of Bangaluru and discuss needing a health check to eliminate their alerts cohensively.

  • Specific incident involving devices going offline, with a request for a root cause analysis (RCA) from customers.

  • Devices reported as online at version 6.5.2 but awaiting an upgrade recommendation to 6.5.3.

  • Conversation about keeping the ticket open until a resolution can be reached, but Steve indicates that upgrades to 6.5.3 are paused due to prior issues with the upgrades.

Aquila Site Issue

  • An issue is reported where live event traffic isn't getting through.

  • It was suggested to open a vendor ticket.

  • It was reported another user connected via GlobalProtect faced similar issues, indicating potential problems with Prisma Access blocking access.

  • Opentext needs to check with the India team about a case opened with Arista for further clarification.

Provo Location Update

  • Confirmation that a replacement ion device was delivered and signed for on the morning 03/02/26 prior to the call.

  • Installation scheduled ideally after their defined freeze period.

  • Discussion around a memory usage issue at Pasadena office:

    • Previously recorded high memory usage at 83%, now stable at 64%.

    • Internal acknowledgment of it being a bug related to the current version.

    • The incident will be archived pending a firmware upgrade.

Yehud, Israel Incident

  • Multiple users reported being unable to authenticate to GlobalProtect, with issues traced back to Cloudflare.

  • Requests for user details and any internal Cloudflare tickets were made for Zayo to resolve the issue

  • It was confirmed that Cloudflare restrictions were geo-blocking regions, requiring modifications to allow traffic.

Packet Loss Observation

  • Noted temporary packet loss at certain technology locations.

  • Bangaluru site had devices go offline but has cleared up.

Escalation Path

  • Note: if needed for and information provides a point of contact for any questions during the call.

  • They open the floor to questions from attendees.

Account Management in Customer Support Portal

  • Discussion about onboarding new team members and methodologies for creating accounts in the support portal:

    • Best practice includes emailing the Network Operations Center (NOC) for assistance.

  • Steve discusses forwarding emails for new accounts and specifying access needs.

Training Offer for New Users

  • Offer extended to assist with onboarding new team members on the Z Insights portal.

  • Potential for scheduling a separate session for demonstrations.

Ongoing Issues with Palo Alto Networks

  • Query on issues with the 6.5.3 release still unresolved.

    • Palo Alto's software engineers are currently reviewing these issues.

    • Focus is on obtaining a hotfix rather than waiting for the general availability (GA) software release.

Tasks Update

  • Review of GPS renewal status including action regarding sales checks.

  • Progress on Provo and Newberry VPN testing reported as completed.

  • Updates on various sites and deployments, including Micro Focus and specific office relocations.

Final Remarks

  • Offering additional support resources and answering any outstanding questions.

  • Encouragement for feedback on scheduled meetings and tech solutions being explored.

Brief On Other Topics

  • Additional focus on Grokfix for Wattbox reboots inadvertently discussed.

  • Closing remarks by team members.

  • Outlook of continued collaboration and positive team dynamics.

### Personal Update - The speaker's mother is currently in mid-flight, traveling from Raleigh, North Carolina, to visit for a duration of ten days. This visit is particularly significant for the speaker, as spending quality time with family is cherished, especially given the uncertainties presented in recent times. - Her precise city of residence is not definitively known, but it is said to be conveniently close to the airport, with the likely possibilities being Morrisville or Cary. This adds some light-hearted speculation about future visits. - The speaker conveys a strong sense of joy and anticipation about her mother's visit, highlighting the emotional aspect of family connections. <!-- --> ### Call Start - Unfortunately, Wassim is unable to attend today's call due to prior commitments or unforeseen circumstances which were not disclosed. - Steve, representing the team, confirms that they can commence the meeting without delay, ensuring all participants are ready to contribute. <!-- --> ### Status and Data Review - The speaker meticulously reviews data from the past seven days, breaking down performance metrics: - P2s (Priority 2 tickets): 55% completion rate, indicating some room for improvement. - P3s (Priority 3 tickets): 47%, highlighting a more significant need for attention in this category. - P4s (Priority 4 tickets): 96%, reflecting strong performance but with one issue still outstanding. - The P1s (Priority 1 tickets) having a 0% indication is seen as a positive sign, suggesting no critical incidents reported within this timeframe. - The leading host site generating alerts is Bangalore Loruru, which is currently critical to review due to a total of 98 alerts and 5 active incidents, one of which remains unresolved, necessitating immediate attention and resources. <!-- --> ### Incident Discussion - Both Michael and the speaker emphasize the critical importance of the Bangalore site, discussing the urgent need for a health check to systematically address and eliminate ongoing alerts affecting operations. - A specific incident is highlighted, which involves devices disconnecting unexpectedly, prompting a request for a thorough root cause analysis (RCA) from customers to understand the underlying issues better. - Currently, devices are reported online with software version 6.5.2, yet there is an awaited recommendation for an upgrade to version 6.5.3. Discussion around this upgrade is tentative, as Steve shares that upgrades to 6.5.3 are temporarily on hold due to previous issues encountered, stressing cautious progress. <!-- --> ### Aquila Site Issue - An important issue has been raised regarding live event traffic not passing through successfully, indicating potential challenges in service delivery. - The team unanimously suggests that a vendor ticket needs to be opened to further investigate and expedite resolution. - A user connected via GlobalProtect has reported experiencing similar access issues, suggesting potential blockages from Prisma Access that may require immediate adjustment by the service provider. - The speaker needs to reach out to the India team to gather more information about an ongoing case with Arista, seeking clarifications on potential resolutions. <!-- --> ### Provo Location Update - Confirmation received that a replacement ion device was successfully delivered and signed for early in the morning before the call started, showing proactive asset management. - Installation of the new device is ideally planned to take place after the defined freeze period, ensuring no disturbances in ongoing operations. - Furthermore, there was a comprehensive discussion concerning a memory usage issue that affected the Pasadena office, previously marked with high memory usage of 83% but now stabilized at 64%. This is a notable improvement and aligns with internal acknowledgments indicating it was a bug associated with the current version, with plans to close the incident pending a firmware upgrade. <!-- --> ### Yehud, Israel Incident - Multiple users from the Yehud region have reported difficulties authenticating to GlobalProtect services, leading to frustrations among the user base and impacting productivity. - The issues appear to have originated from settings within Cloudflare; thus, requests for detailed user data and any existing internal Cloudflare tickets were made to expedite a resolution. - It was determined that Cloudflare restrictions imposed geo-blocking in certain areas, necessitating adjustments to their configurations to allow for normal traffic flow. <!-- --> ### Packet Loss Observation - Observations have indicated temporary packet loss at various technology locations, which may exacerbate connectivity issues. - The Bangalore site experienced devices temporarily going offline, although the situation seems to have resolved itself at this moment, indicating a need for ongoing monitoring. <!-- --> ### Escalation Path - The speaker provides clear points of contact for any questions or clarifications attendees may have during the call, ensuring open lines of communication. - Furthermore, the floor is opened to questions from attendees, promoting active participation and engagement. <!-- --> ### Account Management in Customer Support Portal - A dialogue around the importance of onboarding new team members highlights methodologies for establishing accounts within the support portal, emphasizing best practices such as communicating with the Network Operations Center (NOC) for seamless transitions. - Steve reflects on the necessity of forwarding emails for new accounts and pinpointing specific access requirements to streamline onboarding efficiently. <!-- --> ### Training Offer for New Users - An offer is extended to ensure that new team members receive adequate training and support for engaging with the Z Insights portal, facilitating their integration into the team. - Additionally, there is potential for scheduling dedicated sessions for training demonstrations, enhancing user familiarity with critical tools. <!-- --> ### Ongoing Issues with Palo Alto Networks - A query arises regarding residual issues associated with the unresolved 6.5.3 release updates. Currently, Palo Alto's software engineers are actively reviewing the outstanding issues. - The focus remains on obtaining a hotfix urgently rather than waiting for the full general availability (GA) release, indicating a proactive approach to resolve these matters. - The speaker promises to provide comprehensive updates following the call, ensuring that all stakeholders stay informed about ongoing developments. <!-- --> ### Tasks Update - Review of the GPS renewal status is conducted, including critical actions regarding pending sales checks. - Progress concerning Provo and Newberry VPN testing is reported as completed, showcasing the effectiveness of their respective teams. - Updates span various sites and deployments, including adjustments related to Micro Focus and particular office relocations, underlining a coordinated effort across the organization. <!-- --> ### Final Remarks - The meeting concludes with additional support resources being offered, allowing team members to seek assistance on outstanding inquiries. - Attendees are encouraged to share feedback on scheduled meetings and the technical solutions being explored, fostering a culture of continuous improvement. <!-- --> ### Personal Anecdotes and Team Dynamics - An informal discussion unfolds concerning personal experiences related to living situations, drawing on the collective experiences of the team. - The conversation touches on the philosophical debate between defining life's chapters versus merely progressing through different levels, offering depth to the dialogue. - Sharing personal narratives reinforces team camaraderie and encourages bonding among team members. <!-- --> ### Brief On Other Topics - Attention is brought to Grokfix regarding Wattbox reboots, which was inadvertently mentioned in prior parts of the discussion. - The call wraps up with closing remarks from team members, reflecting on the collaborative atmosphere cultivated during the meeting. - There is a positive outlook for continued collaboration and ongoing team dynamics, suggesting a strong foundation for future interactions.