Firewall - How To Request and / or Escalate Requests for Managed Firewalls

This article details how to request a managed firewall request. It sets completion expectations and tells how to escalate urgent requests.

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Select a link below to jump to that section:

• Overview
• How Can I Request a Change to my Managed Firewall?
• When Can I Expect My Request to be Completed?
• How Do Change Deferments Affect My Request?
• How Can I Escalate My Request?
• After Hours Support and Expectations

Overview

A managed firewall is one in which the Security Operations team fully operates and maintains on behalf of the customer. This document is designed to give information and set expectations regarding requests for changes made to managed firewalls.

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How Can I Request a Change to my Managed Firewall?

1. Select Request a Single FIrewall Change or Request Bulk Firewall Changes from the buttons on the rights side of this page as appropriate
2. Fill out the requested information in the form that comes up
3. Select Submit
4. You're done! The request is submitted and will be processed by the Service Provider

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When Can I Expect My Request to be Completed?

Standard changes are bundled into Tuesday and Thursday mornings between 6:00 a.m. and 7:00 a.m. We make every attempt to complete your request in the soonest available maintenance window, however, wait time may vary due to many factors such as ticket volume and technician availability. We most certainly can perform changes outside of this window if there is a business need and proper approvals are obtained.

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How Do Change Deferments Affect My Request?

During a change deferment (usually during the start and end of a semester), MSU IT limits the amount of change to ensure a stable environment. This is not to say that a change cannot take place, just that it must be given additional care and review before it happens. If a change needs to happen during a deferment, ensure it meets at least one of the following criteria and document it within the request:

1. Impacts the delivery of teaching and learning.
2. Impacts health and safety.
3. Meets a critical business need for the University.

Please enter any of the following information that you know (especially Ticket #, Purpose, Risk Level, Impact, and Justification) into the ticket -- and either call the Service Desk or contact the Firewall team via Teams:

• Change: Update firewall <Firewall Name(s), if known>
• Date/Time: <DATE> @ 7:00 p.m.
• CO #  / Request #: <TDX Ticket #>
• Purpose:  <What are you trying to accomplish>
• Risk Level: 
  • Low (or other)
• Impact: 
  • None (or other)
• Likelihood: 
  • Low (or other)
• Mitigation:
  • <what to do if the Impact Happens>
• Justification (The risk of NOT doing this change) : 
  • <Why the Change needs to happen during Deferment>

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How Can I Escalate My Request?

Priorities can change quickly, and we understand that. If you have a request that needs to be done sooner than originally thought, start by reaching out to the assigned technician. If a technician has not been assigned or is just unknown, please have your existing ticket number handy and reach out to the IT Service Desk (517-432-6200) and they will contact a member of the Service Provider. If you do not have an existing ticket, one will be created on your behalf.

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After Hours Support and Expectations

The Security Operations team is staffed during normal business hours, Monday – Friday, 8:00 a.m. to 5:00 p.m. In the event of an emergency outside of normal business hours, contact the IT Service Desk (517-432-6200) and they will follow the process to contact the on-call Service Provider technician.

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