Sop310-85-01.doc

DISA CONUS Standard Operating Procedure 310-85-01

DISA CONUS Standard Operating Procedure (SOP) 01 July 2008

310-85-01

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 SIPR CNTR PROXY” queue and the assignment of tickets from the 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.

2. Applicability. This SOP applies to all IP Services personnel located in the Continental United States (CONUS), Global NetOps Support Center (GNSC), DISN Customer Call Center (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\Non-DoD Disclosure Authorization form for SIPNet Access

3.7 Customer Disclosure Agreement For SIPRNet Access Authorization Form:

GNSC USE ONLY: T:\Division Info\RN6\RN62\SIPRNet\NON DOD Initial Cust Docs\HTML Browser instructions.doc

3.8 Customer Disclosure agreement For SIPRNet Access Authoirization 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 and the Data Owner of the URL/IP 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 DISA Proxy Server Administrator located at Scott Air Force Base, IL 62225.

4.2 The Queue. CONUS SIPR CNTR PROXY queue is found in TMS Remedy and consists of individuals assigned to the SIPR CNTR PROXY group.

4.2.1 See Enclosure 1 for a list of the SIPR CNTR PROXY Group.

4.2.2 Tickets needing to be escalated to the CONUS SIPR CNTR PROXY queue will be assigned to the CONUS SIPR CNTR PROXY group in TMS Remedy. It may be assigned to the Primary Proxy Admin listed in Enclosure 1. In the event the Primary Proxy Admin is absent, the CONUS SIPR CNTR PROXY group members will need to search the TMS Remedy using the “SEARCH OPEN CONUS SIPR CNTR PROXY ACTIONS” macro for assigned tickets.

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 DISN Customer Call Center (DCCC) to report a problem and open a Ticket. NOTE: Calls will not be accepted by the GNSC without a DCCC ticket being issued to the customer.

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 either Proxy Access, ACL and/or DNS Server issues.

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.

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, passing traffic. If a Source/ Destination IP ticket is received, and the circuit is up and no problems are found on the backbone, Tier 1 will escalate the ticket to the Tier 2 analysts..

5.1.3.3 The SIPRNet Class IP Tier 2 network analysts will be assigned the ticket to determine if a router ACL exists. If an ACL exists, Tier 2 will determine if the IP and Port requested exists in the ACL.

5.1.3.3.1 If a router ACL does not exist, the Proxy Administrator will be contacted to determine whether or not a DAF is on file for the site in which the Non-DoD/Contractor site is attempting to access. The Proxy Administrator will begin to troubleshoot with the customer at this point and create a ticket if not already created through the DCCC or Tier 1.

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 prior to processing 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 Administrator to attempt to access the site after inputting the requested entry in the Router ACL (Tier 2) or the Proxy ACL (Proxy Admin) 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 either the Proxy Admin or 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.

6.2 Proxy Administrator Role.

6.2.1 The Proxy Administrator, upon receipt of the ticket, will begin to troubleshoot the ticket accordingly.

6.2.2. The Proxy Administrator 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. The Data Owner will be listed on the site homepage. The Proxy Server Administrator may provide the site Data Owner contact phone number and email, if the customer does not already have that information. If there is a question concerning signatures and/or ports being requested, the Proxy Administrator should, if needed, contact the Data Owner or Non-DoD/Contractor Sponsor for verification. The Proxy Server Administrator 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 as well for implementation to site access lists. These types of entries need to be in both the router and proxy access control lists. Upon completion of the customer’s request, the Proxy Server Administrator will send the ticket back to DCCC for closure and contact the customer to inform them that their request has been completed.

7. Contacting DISA.

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

7.1.1 DISN Customer Call 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 – disaconclassiptieri@disa.mil;

Classified – disaconclassiptieri@disa.smil.mil

7.1.3 DISA CONUS GNSC Class IP Support Center Tier 2:

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

Email: Unclassified – disa-coniptieriianalyst@disa.mil

Classified – disa-coniptieriianalyst@disa.smil.mil

7.1.4 DISA CONUS GNSC SIPRNet Contractor Proxy Admin:

(CML) 618-220-9978, DSN 770-9978 (POC: Brian Jackson) 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) Enclosure 1: List of Proxy Group Members Copy to: DISA CONUS All

DCCC

Tier I

Tier II

Enclosure 1

LIST OF PROXY GROUP MEMBERS

Brian Jackson, Primary Contractor Proxy Admin, DNS; DSN, 770-9978 Mindy Bruehl, Government Proxy Administrator; DSN 770-8997 Curt Geiler, IAO NIPRNet/SIPRNet CONUS, Proxy Administrator;

DSN 770-9851

Bill Bruns, Government Sponsor; DSN 770-8986

DEFENSE INFORMATION SYSTEMS AGENCY

DISA CONUS

P. O. Box 25860

Scott AFB, IL 62225-5860

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