For MOSSUP to create a new service request (SR), the following information should be supplied by the Proofpoint engineer when they call MOSSUP:
- Customer name and contact information
- Potential impact
- Proofpoint CTS#
- Proofpoint engineer, contact number, and preferred working hours
- Severity requested
Note If this is related to an existing Proofpoint outage, the severity should be SevA, and you should ask Proofpoint whether MIPS IRT must be engaged.
If Proofpoint indicates that more than one customer may be affected, you should create a new SR for each customer. Don’t use one SR for multiple customers. When you create the SR, make sure that you include the Proofpoint CTS ticket# in the Title of the SR and the SDE# if necessary.
Article ID: 3203124 - Last Review: 2 Nov 2016 - Revision: 1