T20260518.0006 — Internetonderbreking 12-5-25 Complete

Status: Complete
Priority: L3- Incident laag
Category: TSV Incidents
Type: Incident

Queue: TPS - Tickets
SLA: geen
Issue type: –
Source: Telefoon

Klant: Chane Terminal Welplaat B.V. (3197KR9)
Contact: Gerard de Vries
Contract: Chane Terminal Welplaat B.V. (3197KT1-3) - Geen Dekking
Asset (CI): –
Toegewezen aan: André Kik

Aangemaakt: 2026-05-18 07:25
Due date: 2026-05-25 11:00
Resolved: 2026-08-11 11:37
Completed: 2026-08-11 11:37
Laatste activiteit: 2026-08-11 11:38

Beschrijving

Hi TSV team, Afgelopen dinsdag (12-5-25) hebben wij op onze locatie een internetstoring gehad rond 17.45 uur en dit heeft ongeveer 15 minuten geduurd. Onderstaand de logging: * At 05:46 PM CEST on May 12, the security appliance switched to using Internet 2 as its uplink. * At 05:47 PM CEST on May 12, the security appliance switched to using Internet 1 as its uplink. * At 05:47 PM CEST on May 12, the security appliance switched to using Internet 2 as its uplink. * At 05:53 PM CEST on May 12, the security appliance switched to using Internet 1 as its uplink. * At 05:53 PM CEST on May 12, the security appliance switched to using Internet 2 as its uplink. * At 05:54 PM CEST on May 12, the security appliance switched to using Internet 1 as its uplink. Ons netwerkbeheer team zou dit willen verifiëren en daarmee zeker stellen dat het probleem niet veroorzaakt is door bijvoorbeeld onze apparatuur. Zien jullie die internetstoring ook terug? Groeten, Gerard Gerard de Vries Business IT Officer Chane Terminal Welplaat +31 6 11 21 85 38 gerard.de.vries@chane.eu <mailto:gerard.de.vries@chane.eu> Workdays: Mon, Tue, Thu & Fri chane.eu <http://www.chane.eu/> Storing safely and responsibly, evolving towards sustainability - confidential notice – This message and any attachment may contain privileged or confidential information. If you have received this message in error, please notify the sender immediately by replying to this email or by going to our website www.chane.eu <https://www.chane.eu/> on "contact" and delete this message and any attachments. Any unauthorized use is strictly prohibited.

Verloop

2026-05-18 07:26 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket new NL - aanmeld email naar klant nieuwe stijl" fired.

When a ticket is: Created And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests or TSV-Connect" Queue in list "TPS - Tickets or TSV - Connect" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket aanmeld mail naar klant (nieuwe stijl NL)) to Primary Company Contact (gerard.de.vries@chane.eu); Ticket Contact (gerard.de.vries@chane.eu) Initiated by André Kik
2026-05-18 09:15 Time-entries Ralf Luhrmann 0.33 uur

Overleg met Erik, Hij gaat aan Odido voorleggen.
2026-05-18 09:37 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] service call scheduled - status op 'is scheduled'" fired.

When a ticket is: Service Call Is Scheduled Then execute the following actions: Set Status To "Is scheduled" Initiated by Ralf Luhrmann
2026-05-18 09:40 Time-entries Ralf Luhrmann 0.17 uur

Vraag aan klant voor welk adress
2026-05-18 09:46 Notities Ralf Luhrmann

Service Desk Notification

gerard.de.vries@chane.eu Hallo Gerard, Wat is het address van de verbinding waar het om gaat?
2026-05-21 12:00 Time-entries Ralf Luhrmann 0.17 uur

Contact met Erik die het bij Odido gemeld heeft. Ze zijn er nog met de lijngegevens bezig om uit duidelijk te krijgen.
2026-08-04 14:29 Notities André Kik

Goedemiddag Gerard,

Goedemiddag Gerard, Hierbij de terugkoppeling van Odido: We hebben dit gecontroleerd en bevestigen dat er geen problemen zijn gevonden in het Odido-domein. We hebben geen klappering geconstateerd in het Odido-domein. Het L2-pad is al meer dan 48 weken actief zonder enige onderbreking, en er zijn geen fouten of packet drops waargenomen. Kunnen jullie bevestigen dat het echt gaat om de verbinding VT178049 op lokatie Welplaatkade 9, 3197 KR Botlek Rotterdam gaat? Op basis van de gegeven informatie ligt de mogelijke oorzaak in het klantdomein. Met vriendelijke groet, André.
2026-08-04 14:29 Systeemnotities Systeem

Workflow Rule "[ALL] note added by external contact - notificatie mail intern" fired.

When a ticket is: Note Added, Attachment Added And the following conditions are met: Status not equal to "Complete" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket update notificatie email intern) to Assigned Resources (rluhrmann@tsv-groep.nl) Initiated by André Kik
2026-08-04 14:29 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket updated NL - mail naar klant met opt-in nieuwe stijl" fired.

When a ticket is: Note Added By Autotask Resource, Attachment Added By Autotask Resource, Time Added By Autotask Resource And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests" Queue in list "TPS - Tickets" UDF (Contact): Ontvangt ticket update notificaties (OPT-OUT) equal to "Ja" Status in list "To be scheduled or Waiting Customer or Escalated or Notification received or Is scheduled or To be reviewed" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket update mail naar klant (nieuwe stijl NL)) to Additional Contact(s); Primary Company Contact (gerard.de.vries@chane.eu); Ticket Contact (gerard.de.vries@chane.eu) Initiated by André Kik
2026-08-11 11:36 Time-entries André Kik 0.17 uur

Terugkoppeling van Odido doorgegeven.
2026-08-11 11:38 Systeemnotities Systeem

Workflow Rule "[TPS-ALL] ticket completed NL - gereedmelding email naar klant nieuwe stijl" fired.

When a ticket is: Edited By Autotask Resource, Ticket In Current Status For 5 Minutes And the following conditions are met: Ticket Category in list "TSV Incidents or TSV Changes or TSV Requests or TSV-Connect" Status changed to "Complete" Queue in list "TPS - Tickets or TSV - Connect" UDF (Company): Taal equal to "Nederlands" Then execute the following actions: Send notification e-mail ([TPS-ALL] ticket afmeld mail naar klant (nieuwe stijl NL)) to Primary Company Contact (gerard.de.vries@chane.eu); Ticket Contact (gerard.de.vries@chane.eu) Initiated by André Kik
2026-08-11 11:37 Oplossing

Geen specifieke oplossing, zie ticket acties.

Volledige record uit Autotask

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  "apiVendorID": null,
  "assignedResourceID": 29682888,
  "assignedResourceRoleID": 29683475,
  "billingCodeID": 29683508,
  "changeApprovalBoard": null,
  "changeApprovalStatus": null,
  "changeApprovalType": null,
  "changeInfoField1": "",
  "changeInfoField2": "",
  "changeInfoField3": "",
  "changeInfoField4": "",
  "changeInfoField5": "",
  "companyID": 889,
  "companyLocationID": 796,
  "completedByResourceID": 29682888,
  "completedDate": "2026-08-11T11:37:48.407Z",
  "configurationItemID": null,
  "contactID": 30685807,
  "contractID": 29684392,
  "contractServiceBundleID": null,
  "contractServiceID": null,
  "createDate": "2026-05-18T07:25:56.770Z",
  "createdByContactID": null,
  "creatorResourceID": 29682888,
  "creatorType": 1,
  "currentServiceThermometerRating": null,
  "description": "Hi TSV team,\n\n\nAfgelopen dinsdag (12-5-25) hebben wij op onze locatie een internetstoring gehad rond 17.45 uur en dit heeft ongeveer 15 minuten geduurd.\n\n\nOnderstaand de logging:\n\n* At 05:46 PM CEST on May 12, the security appliance switched to using Internet 2 as its uplink.\n* At 05:47 PM CEST on May 12, the security appliance switched to using Internet 1 as its uplink.\n* At 05:47 PM CEST on May 12, the security appliance switched to using Internet 2 as its uplink.\n* At 05:53 PM CEST on May 12, the security appliance switched to using Internet 1 as its uplink.\n* At 05:53 PM CEST on May 12, the security appliance switched to using Internet 2 as its uplink.\n* At 05:54 PM CEST on May 12, the security appliance switched to using Internet 1 as its uplink.\n\nOns netwerkbeheer team zou dit willen verifiëren en daarmee zeker stellen dat het probleem niet veroorzaakt is door bijvoorbeeld onze apparatuur.\n\n\nZien jullie die internetstoring ook terug?\n\n\nGroeten,\n\n\nGerard\n\n\nGerard de Vries\nBusiness IT Officer\nChane Terminal Welplaat\n+31 6 11 21 85 38\ngerard.de.vries@chane.eu <mailto:gerard.de.vries@chane.eu>\n\nWorkdays: Mon, Tue, Thu & Fri\n\n\nchane.eu <http://www.chane.eu/>\n\n\n\nStoring safely and responsibly, evolving towards sustainability\n\n- confidential notice –\n\n\nThis message and any attachment may contain privileged or confidential information. If you have received this message in error, please notify the sender immediately by replying to this email or by going to our website www.chane.eu <https://www.chane.eu/>  on \"contact\" and delete this message and any attachments. Any unauthorized use is strictly prohibited.",
  "dueDateTime": "2026-05-25T11:00:00.000Z",
  "estimatedHours": null,
  "externalID": "",
  "firstResponseAssignedResourceID": null,
  "firstResponseDateTime": "2026-05-18T09:15:00.000Z",
  "firstResponseDueDateTime": null,
  "firstResponseInitiatingResourceID": 29682890,
  "hoursToBeScheduled": null,
  "id": 42791,
  "impersonatorCreatorResourceID": null,
  "isAssignedToComanaged": false,
  "isVisibleToComanaged": false,
  "issueType": null,
  "lastActivityDate": "2026-08-11T11:38:09.273Z",
  "lastActivityPersonType": 1,
  "lastActivityResourceID": 4,
  "lastCustomerNotificationDateTime": "2026-08-11T11:38:04.500Z",
  "lastCustomerVisibleActivityDateTime": "2026-08-11T11:37:48.407Z",
  "lastTrackedModificationDateTime": "2026-08-11T11:37:48.437Z",
  "monitorID": null,
  "monitorTypeID": null,
  "opportunityID": null,
  "organizationalLevelAssociationID": null,
  "previousServiceThermometerRating": null,
  "priority": 3,
  "problemTicketId": null,
  "projectID": null,
  "purchaseOrderNumber": "PO-CTWE-000065",
  "queueID": 29683479,
  "resolution": "Geen specifieke oplossing, zie ticket acties.",
  "resolutionPlanDateTime": "2026-08-11T11:37:00.000Z",
  "resolutionPlanDueDateTime": null,
  "resolvedDateTime": "2026-08-11T11:37:00.000Z",
  "resolvedDueDateTime": null,
  "rmaStatus": null,
  "rmaType": null,
  "rmmAlertID": null,
  "serviceLevelAgreementHasBeenMet": null,
  "serviceLevelAgreementID": 16,
  "serviceLevelAgreementPausedNextEventHours": null,
  "serviceThermometerTemperature": null,
  "source": 2,
  "status": 5,
  "subIssueType": null,
  "ticketCategory": 103,
  "ticketNumber": "T20260518.0006",
  "ticketType": 2,
  "title": "Internetonderbreking 12-5-25",
  "userDefinedFields": [
    {
      "name": "Customer notified",
      "value": null
    },
    {
      "name": "Downtime IN MINUTEN (indien van toepassing)",
      "value": null
    },
    {
      "name": "Factuur omschrijving",
      "value": "Terugkoppeling van Odido doorgegeven."
    },
    {
      "name": "Gepland in Outlook",
      "value": null
    },
    {
      "name": "Klant prio",
      "value": null
    },
    {
      "name": "Mobiel Nummer",
      "value": null
    },
    {
      "name": "OB-Status",
      "value": null
    },
    {
      "name": "Ticketnummer extern (klanten/leveranciers)",
      "value": null
    }
  ]
}