Sop310-85-01-Rev1.doc

DISA CONUS Standard Operating Procedure 310-85-01 (Rev 1)

DISA CONUS Standard Operating Procedure (SOP)

09 November 2009 310-85-01 (Revision 1)

OPERATIONS

GLOBAL NETOPS SUPPORT CENTER

DISN CORE STANDARD SECURITY OPERATING PROCEDURES

FOR

PROXY SERVER TICKET CREATION AND ADMINISTRATION

1. Purpose. The purpose of this SOP is to describe the standard operating procedure for creation of TMS REMEDY tickets assigned to the “CONUS CLASSIFIED IP TIER 1” queue and the assignment of tickets from the DISN Customer Contact Center (DCCC), DISA CONUS GNSC Network Controllers, Network Analysts, and/or SIPRNet Systems Administrators queue’s for issues pertaining to Proxy Access, ACL, and DNS server issues. This SOP cancels and supersedes the previous version dated 01 July 2008.

2. Applicability. This SOP applies to all IP Services personnel located in the Continental United States (CONUS), Global NetOps Support Center (GNSC), DCCC, Theater Support Centers (TSC), and DISN Core personnel located at Falls Church, Virginia.

3. References.

3.1 DoDD 8500.1, Information Assurance, 24 Oct 2002

3.2 DoDI 8500.2, Information Assurance Implementation, 6 Feb 2003

3.3 DISA Instruction (DISAI) 630‑230‑19, Information Systems Security Program, 9 Jul 1996

3.4 DoD Ports, Protocols and Services Security Technical Guidance 05 Nov 2002

3.5 Listing of well known port numbers and associated services 07 Apr 2005

3.6 Non-DoD Web Brower Configuration Instructions:

GNSC USE ONLY: T:\Division Info\RN6\RN62\SIPRNet\NON DOD Initial Cust

Docs\HTML Browser instructions.doc

3.7 Customer Disclosure Agreement For SIPRNet Access Authorization Form:

GNSC USE ONLY: T:\Division Info\RN6\RN62\SIPRNet\NON DOD Initial Cust

Docs\Non-DoD Form.doc

3.8 Customer Disclosure agreement For SIPRNet Access Authorization Form

EXTERNAL USE: Unclassified – http://iase.disa.smil.mil Classified – http://www.ssc.smil.mil Note: Customer can contact the Proxy Server Administrator for specific locations.

4. Background.

4.1 DISA CONUS Information Assurance personnel have implemented procedures for Non-DoD and Contractor affiliated locations to request access to Web-Based and Non-Web based Internet Protocols and Ports and URLs through Disclosure Authorization Forms (DAFs), provided by DISA Proxy Server Administrators. The Non-DoD Agencies Government Sponsors must acknowledge the approval of access by physically signing the DAFs and faxing and/or scanning the document and emailing the forms, upon completion, to the Proxy Server Account Managers/IP Tier 1 located at Scott Air Force Base, IL 62225.

4.2 The Queue. CONUS CLASSIFIED IP TIER 1 queue is found in TMS Remedy and consists of individuals assigned to the CONUS CLASSIFIED IP TIER 1 group.

4.2.1 Tickets needing to be assigned to the CONUS CLASSIFIED IP TIER 1 queue will be assigned to the CONUS CLASSIFIED IP TIER 1 group in TMS Remedy. Tickets should be annotated “**PROXY** as the first line in the Action Description box.

5. Procedures.

5.1 The process in which tickets are assigned and scenarios to assigning to the queue are as follows:

5.1.1 Customers will contact the DCCC to report a problem and open a ticket.

5.1.2 Assigning the ticket.

5.1.2.1 The ticket should be created at the DCCC. The ticket should contain information which identifies the ticket as a Non-DoD/Contractor customer and specifies having Proxy Access, ACL and/or DNS Server issues. Tickets should be annotated “**PROXY**” as the first line in the Action Description box.

5.1.2.2 The DCCC will assign the ticket to CONUS CLASSIFIED IP TIER 1 group for further processing. If necessary, CONUS Classified IP Tier 1 will use the ticket escalation process, assigning it to Tier 2. If further escalation is needed, Tier 2 will escalate the ticket to the CONUS SIPR CNTR PROXY group for action by RN62.

5.1.3 Determining the issue: Find out what the customers issue is. Whether it is a Proxy, DNS, or other connectivity issue.

5.1.3.1 If circuit is up and operational – BUT the user can’t get to a certain web page and is receiving “Access Denied – Not in users Access Control List…” it may be a PROXY ACL and/or Router ACL issue. In some instances, it may be an issue where a firewall exists at the destination IP end.

5.1.3.2 The SIPRNet Class IP Tier 1 network controllers will be assigned the ticket initially to determine whether the circuit is up and operational, and passing traffic. If a Source/ Destination IP ticket is received, and the circuit is up and no problems, Tier 1 will troubleshoot the proxy.

5.1.3.3 The SIPRNet Class IP Tier 2 network analysts will be assigned the ticket to perform router ACL changes, as needed.

5.1.3.4 If additional support is required to troubleshoot the problem, tickets may be escalated to RN62 using the CONUS SIPR CNTR PROXY queue.

5.1.4 Disclosure Agreement Change request.

5.1.4.1 The Non-DoD Disclosure Authorization Form (DAF) that arrives in the DISA CONUS SMC-CNTR email box on the black side (smc-cntr@disa.mil) or on the red side (smc-cntr@disa.smil.mil) must have a ticket created to process the DAF for reference.

5.1.4.2 The DAF must be reviewed and approved for accuracy prior to processing the request.

5.1.4.3 It is good practice for the Proxy Account Manager to attempt to access the site after inputting the requested entry in the Proxy ACL to ensure the URL/Site is accessible. If the requested URL is not accessible, the Data Owner of the requested URL/ IP should be contacted by the customer to determine if a firewall is preventing access to the URL/IP address.

6. Responsibilities.

6.1 The DCCC, Tier 1, and Tier 2 will perform their duties as normal. RN62 will assist in the troubleshooting process, as needed.

6.2 Proxy Account Manager/Tier 1 Role.

6.2.1 The Proxy Account Manager/Tier 1, upon receipt of the ticket, will begin to troubleshoot the ticket accordingly.

6.2.2. The Proxy Account Manager/Tier1 will be responsible for providing customer support and troubleshooting services to the customer by providing the DAF and taking receipt of the DAF. The DAF will be reviewed to ensure accuracy the information provided on the form. If there is a question concerning signatures and/or ports being requested, the Proxy Administrator should contact the Non-DoD/Contractor Sponsor for verification. The Proxy Account Manager/Tier 1 will then go into the proxy server and make the necessary updates as requested by the customer. All non-web based IP requests should be coordinated with the DISA CONUS Class IP Tier 2 for implementation in the router ACL. Upon completion of the customer’s request, the Proxy Account Manager/Tier 1 will send the ticket back to DCCC for closure and contact the customer to inform them that their request has been completed.

6.3 Proxy Server Administrator/RN62 Role.

6.3.1 The Proxy Server Administrator will be responsible for the ongoing maintenance and sustainment of the proxy server appliance and firewall. The Proxy Server Administrator may also be required to assist in resolving customer issues, as requested by Tier 1.

7. Contacting DISA.

7.1 DISA CONUS GNSC Groups can be contacted with the information below:

7.1.1 DISN Customer Contact Center (DCCC): (CML) 800-554-3476, DSN 850-4790

Email: Unclassified – dccc@csd.disa.mil Classified – dccc@nocc.disa.smil.mil

7.1.2 DISA CONUS GNSC Class IP Support Center Tier 1:

(CML) 618-220-9980, DSN 770-9980

Email: Unclassified – smc-cntr@disa.mil;

Classified – smc-cntr@disa.smil.mil

7.1.3 DISA CONUS GNSC Class IP Support Center Tier 2:

(CML) 618-220-8717, DSN 770-8717

Email: Unclassified – routing@disa.mil

Classified – routing@disa.smil.mil

7.1.4 DISA CONUS GNSC SIPRNet Contractor Proxy Admin:

(CML) 618-220-9851, DSN 770-9851 (POC: Curt Geiler) Alternate: William Little (618-220-8726) DSN 770-8726

Email: Unclassified – smc-cntr@disa.mil Classified – smc-cntr@disa.smil.mil

8. Disposition. This SOP will remain in effect until cancelled or superseded by the Command Group.

FOR THE COMMANDER:

OPR: RN62 (Mr. Bruns) Copy to: DISA CONUS All

DCCC

Tier I

Tier II

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DEFENSE INFORMATION SYSTEMS AGENCY (DISA)

CONTINENTAL UNITED STATES (CONUS)

P. O. Box 25860

Scott AFB, IL 62225-5860

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