Magellan Robotech Service Desk

831 Daily Hash Check Reports

Background: Under Italian Regulation we are required to send MD5 Checksums of critical errors of the system to the regulator daily.  If we send an 831-game message containing game hashes after 8am Italian time, it will not be processed until following day.  

Hashes are automatically sent to meet this timing requirement at 04:30am and a report is run afterwards to confirm what responses are received back from Sogei.

Any non-Successful codes will be sent to helpdesk every day which will need to be actioned by the person on the early shift.  Service desk must maintain ownership of the ticket(s) throughout the ticket lifecycle by everyone placing a watch on the master ticket.    

High Level Overview of Response Codes

Response Code 2340 - Pass straight to Devs and let PM know.

Response Code 2456 - Incorrect number of modules

Response Code 2497 - The name of the critical module is incorrect

Response Code 2498 - Hash value is incorrect, and the module name is correct.

Response Code 2460 - Critical module names & hashes are missing

Actions to be taken against each response code:

Response Code 2340 - Service Desk pass straight to the Development queue and cc in PM   Elena/Aine

Response Code 2456 - These types are the most common and are relating to Incorrect number of modules (Identifiers)

Service Desk Action:   

1. Service Desk to send the data to Giorgio and request to review the Module Name, Hash, Sogei Game Version (and any sub-version) is correct.
2. Once the information has been reviewed from compliance if feedback is received that a version or hash needs to be added or removed pass to DBA.
3. DBA could close the script at this point as the ADM report the next day will return either a success or a 2497 or 2498.

Note, module name may have version name and can be ignored.

Response Codes 2497 – ADM are reporting that the name of the critical module is incorrect.  

1. Service Desk to email Service Provider with the 2497 template
2. If the provider respond "yes" they are correct ask Compliance (Giorgio) what the latest version (and subversion) was declared as to ADM in the private portal.
3. If the provider reports the game is at its EOL (end of life) a request to remove the games should be sent to Umberto Facciolla which should be done from within OTRS
4. In Parallel to step 3 critical modules should also be removed.   Game ID to be set to negative (DBA)
5. If the provider responds with different module/hash names.   Service Desk to pass back to DBA to update the list of Modules so they match with the game providers.
6. DBA will run a script to correct the data,  831 hash report will run the next day and the cycle will begin again.  The reported module should be correct the next day.
7. Pending DBA direction this may then go to App Support to re-run the 831’s 

Response code 2498 - Hash value is incorrect, and the module name is correct.

1. Service Desk to email Compliance (Giorgio) with the 2498 template
2. Compliance will respond with the hash in the ADM reserved area
3. If hash is the same, service desk to email the provider using the 2498 template
4. When provider provides the correct hash, pass the information to DBA team.

Response Code 2460 - Critical module names & hashes are missing

1. Service Desk send data to the relevant provider to ask them to share the critical module names & the hashes, 
2. When response is received confirm with Giorgio if the data is accurate and the same in the ADM area as the providers.
3. When critical modules and hash is confirmed correct assign to DBA to add to the database
4. If the provider reports the game is at its EOL (end of life) a request to remove the games should be sent to Umberto Facciolla which should be done from within OTRS
5. In Parallel to step 4 critical modules should also be removed.   Game ID to be set to negative (rob)

Contacts: 

Triage Link 

https://stanleybetagile.atlassian.net/wiki/spaces/PGDA/pages/1385070593/How+to+triage+fix+PGDA+831

Note: Identifiers are also known as critical modules.