On call responsibilities start on Monday morning and end at midnight on the following Sunday.

The programmer on call and the backup programmer on call must ensure they are available to respond to any calls. Home and personal cell phone numbers should be recorded in the on-call public folder. This availability includes nights and weekends.

Respond to all ABORT jobs in Appworx, correcting, if possible. Review the notes in the Appworx module. If unable to correct, contact a Team Lead, the Director of Application Development and Support or a knowledgeable programmer for assistance. ABORT jobs on nights and weekends can generally be handled the next business day, unless the notes indicate otherwise.

Review the MAGIC ADMIN_COMPUT call queue. Make sure reported incidents are being handled and there is communication with the customer who placed the call. If the call has been taken care of, make sure there is a resolution posted and the call is closed.

Verify the availability of ASAP. On work days, sign on to ASAP once in the evening. On weekends and holidays sign on each day in the morning, afternoon and evening to verify ASAP's availability. If ASAP is not available, then make an effort to diagnose and correct. This may include contacting the OIT Support Services (Help Desk), server team or database on-call staff. If unable to correct, notify a Team Lead or the Director of Application Development and Support.

Handling Communications for production problems:

When receiving a production problem to work on, whether it is from an Appworx abort, the OIT Support Services (Help Desk) or directly from a customer, contact the customer.  Let them know the problem is being worked on, by whom, and if possible, an anticipated time frame for resolution. The contact should be directly with the customer, where you have either reached them by phone or they have responded to an email. If you cannot reach the customer, contact their supervisor/director to let them know we are working on the problem. 

If Appworx is bounced during the day, after it comes back up, check to ensure that AR_SLEEP_WAKE_ALL_NEW chain is running. Expand out the chain and all the TGRXXXX modules should be running (green). If they are not all running, then kill the chain, delete it and then rerequest the AR_SLEEP_WAKE_ALL_NEW chain.