Federal Communications Commission

Network Outage
Reporting System
User Manual
Version 3

August 21, 2018

 Version History
Revision
Version No. Author Reason
Date
1.0 Calvin Gerard 3/6/17 Initial Issue
2.0 Tom Kelley 4/21/17 Updated content and figures

NORS USER MANUAL i

Contents
1. Introduction ........................................................................................................................................... 1
1.1 Overview of the NORS Application ............................................................................................... 1
1.2 Document Organization ................................................................................................................ 1
2. User Roles and Privileges ....................................................................................................................... 3
3. Accessing NORS ..................................................................................................................................... 4
3.1 Locating NORS ............................................................................................................................... 4
3.2 Logging In ...................................................................................................................................... 4
3.2.1 Reset Password ......................................................................................................................... 6
3.2.2 New Users ................................................................................................................................. 7
3.2.3 Assign Yourself to a Company ................................................................................................... 8
3.3 Updating Profile .......................................................................................................................... 10
3.4 Logging Out ................................................................................................................................. 10
4. Reporting an Outage............................................................................................................................ 12
4.1 Report Notification ..................................................................................................................... 12
4.2 Submit Initial Report ................................................................................................................... 14
4.3 Update Report (Initial, Final, or Withdrawn) .............................................................................. 15
4.4 Reopen an Outage Report .......................................................................................................... 18
5. Files of Groups of NORS Reports ......................................................................................................... 19
5.1 Create a File of NORS Reports..................................................................................................... 19
5.2 Obtain List of Overdue Outage Reports ...................................................................................... 21

List of Figures
Figure 1, NORS Records/Actions Options ..................................................................................................... 1
Figure 2, NORS API/XML Options .................................................................................................................. 1
Figure 3, FCC Homepage ............................................................................................................................... 4
Figure 4, FCC Homepage > Licensing & Database Menu > NORS ................................................................. 4
Figure 5, NORS FCC page............................................................................................................................... 5
Figure 6, FCC User Sign-in Screen ................................................................................................................. 6
Figure 7, FCC Log-in Screen ........................................................................................................................... 6
Figure 8, Reset Password .............................................................................................................................. 7
Figure 9, Request New User Account ........................................................................................................... 8
Figure 10, Assign Yourself to a Company ...................................................................................................... 8
Figure 11, Register with an Existing Company, “Yes” .................................................................................. 9
Figure 12, Confirm Company Details, Existing Company .............................................................................. 9
Figure 13, Alert Message: Added as Inputter to an Existing Company......................................................... 9
Figure 14, Register with an Existing Company, “No” .................................................................................. 10
Figure 15, Confirm Company Details, New Company ................................................................................ 10

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Figure 16, Alert Message: Added as Inputter to a New Company.............................................................. 10
Figure 17, Logging Out ................................................................................................................................ 11
Figure 18, Report Notification .................................................................................................................... 12
Figure 19, NORS Outage Report Page Tabs ................................................................................................ 13
Figure 20, Submission of Notification Report Confirmation ....................................................................... 13
Figure 21, NORS Outage Report Number ................................................................................................... 14
Figure 22, NORS Outages ............................................................................................................................ 14
Figure 23, Notification List View ................................................................................................................. 15
Figure 24, Submit Initial Report .................................................................................................................. 15
Figure 25, Submission of Initial Report Confirmation ................................................................................. 16
Figure 26, Submission of Final Report Confirmation .................................................................................. 16
Figure 27, Withdraw Report Screen............................................................................................................ 17
Figure 28, NORS Outage History ................................................................................................................. 17
Figure 29, Outage History List ..................................................................................................................... 18
Figure 30, Reopen Report ........................................................................................................................... 18
Figure 31, Request to Reopen Report ......................................................................................................... 18
Figure 32, Request to Reopen Notification................................................................................................. 19
Figure 33, NORS Outage Reports ................................................................................................................ 20
Figure 34, NORS Outage Report Criteria ..................................................................................................... 20
Figure 35, NORS Outage Report Formats ................................................................................................... 21
Figure 36, NORS Reports ............................................................................................................................. 21

List of Tables
Table 1, Inputter Administrative Privileges................................................................................................... 3
Table 2, Coordinator Administrative Privileges ............................................................................................ 3
Table 3, DHS User Administrative Privileges ................................................................................................. 3

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1. Introduction
1.1 Overview of the NORS Application
The FCC Network Outage Reporting System (NORS), designed in the ServiceNow platform – a cloud,
workflow-based application, gives users the capability to report telecommunications outages directly to
the Federal Communication Commission (FCC).
Through NORS, users can submit notifications and reports, update reports, and complete administrative
actions. Users perform these core activities through the “NORS Records/Actions” and associated
modules in the navigator on the left side of the ServiceNow content pane (Figure 1).
• Assign Yourself to a Company
• Report Notification
• NORS Outages
• NORS Outage History

Figure 1, NORS Records/Actions Options

NORS also has features to facilitate the exchange of outage data through Application Program Interfaces
(API) and Extensible Markup Language (XML), accessible in the NORS navigator (Figure 2).
• Simple Object Access Protocol - SOAP API
• Representational State Transfer - REST API
• XML Upload

Figure 2, NORS API/XML Options

1.2 Document Organization

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The User Manual is a step-by-step document to help users easily use NORS. The document organization
is:
Section 1.0: Contains general description of the NORS application
Section 2.0: Describes user roles and privileges
Section 3.0: Describes how users can access the NORS
Section 4.0: Describes how users can report an outage using the NORS
Section 5.0: Describes how users can create files with groups of selected NORS Reports

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2. User Roles and Privileges
NORS user roles are defined for inputters, coordinators, or Department of Homeland Security (DHS)
users. Privileges are applied to each role (see Tables 1, 2, and 3).
Table 1, Inputter Administrative Privileges
Inputter
• View and update outage reports user submitted.
Records
• View and update user profile.
• Search and view a collection of outage reports user submitted.
Reports • View a collection of outage reports user submitted that are overdue or close
to deadline.
• Self-assignment of user to a company.
Actions
• Report notifications.

Table 2, Coordinator Administrative Privileges

Coordinator
• View and update outage reports submitted by any member of user’s
company.
Records
• View and update user profiles of coordinator’s assigned company.
• View and edit details of any company user is assigned.
• Search and view outage reports submitted by any member of the user’s
company.
Reports
• View overdue outage reports submitted by any member of the user’s
company which are overdue or due within five days for updating.
• Assign new users to company.1
Actions • Report notifications.
• Receive e-mail confirmation of all submitted reports.

Table 3, DHS User Administrative Privileges

DHS User
• View all outage reports.
Records
• View and update user profile.
Reports • Search for and view any collection of outage reports.

1
Some interaction with FCC staff is required to do this.

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3. Accessing NORS
3.1 Locating NORS
To locate the NORS application:
1. Go to the FCC homepage (https://www.fcc.gov/).
2. Click on the Browse by Category menu located at the top of the page (Figure 3).
Note: This menu allows users to view six separate drop down menus.
3. Click on Licensing & Database (Figure 3, red arrow).
4. Click on NORS link (Figure 4).

Note: As an alternate to steps 1-4, one can also access NORS by inserting the following URL into a
browser: https://www.fcc.gov/licensing-databases/fcc-user-login.

Figure 3, FCC Homepage

Figure 4, FCC Homepage > Licensing & Database Menu > NORS

3.2 Logging In
Selecting the FCC NORS link connects the user to the NORS FCC page, shown in Figure 5:

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 Figure 5, NORS FCC page

Click on the “NORS 3.0 Login” link, shown in Figure 5 above. The FCC User Sign-in screen, shown in
Figure 6, will become available.

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 Figure 6, FCC User Sign-in Screen

Click on the NORS icon on the right. The login screen will appear (Figure 7):

Figure 7, FCC Log-in Screen

3.2.1 Reset Password

To change passwords in ServiceNow, insert the following URL into a browser:

https://apps2.fcc.gov/fccUserReg/pages/reset-passwd-identify.htm . This will take you to the Reset
Password screen (Figure 8):

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 Figure 8, Reset Password

Enter the email address associated with your NORS account and press the “Continue” button. Then
follow instructions.

3.2.2 New Users

An inputter account must be created prior to logging into NORS.

1. Go to the FCC User Registration System link
https://apps2.fcc.gov/fccUserReg/pages/createAccount.htm . The Create Account screen
(shown in Figure 9) should appear.
2. Enter all required information and select Create Account at bottom of screen (not shown in
Figure 9).
Note: If coordinator privileges are required, send a request to the NORS administrators: FCC-
[email protected].

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 Figure 9, Request New User Account

3.2.3 Assign Yourself to a Company

A person must have an association with a company to access the NORS Records/Actions, most
importantly to file an outage. Employees can gain access to their company’s database through the
following steps.
1. Click the NORS Records/Actions tab in the NORS navigator (Figure 10).
2. Click on Assign Yourself to a Company link (Figure 10, red arrow).

Figure 10, Assign Yourself to a Company

3. If the company is registered with the NORS, click on Yes, choose from a list (Figure 11, red
arrow) under the Register with an Existing Company.

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 4. Enter the Company and the Company Security Code (Figure 11, starred, mandatory fields) and

click on Submit. If this information is unknown, contact the company NORS coordinator.

Figure 11, Register with an Existing Company, “Yes”

5. After the company and security code information is submitted, a dialogue box, “Confirm
Company Details” with the question, “Are you sure you want to join this company?” will appear.
If the company details are correct and you want to proceed with the association select Yes.
Figure 12).

Figure 12, Confirm Company Details, Existing Company

6. After selecting Yes, the following screen alert is displayed (Figure 13).

Figure 13, Alert Message: Added as Inputter to an Existing Company

7. If there is not an existing company, click on No, create a new company (Figure 14, red arrow)
under the Register with an Existing Company.

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 8. Enter the New Company Name and the New Company Security Code (Figure 14, starred,
mandatory fields) per Company Security Code Guidelines and click on Submit.

Figure 14, Register with an Existing Company, “No”

9. After the company and security code information is submitted, a dialogue box, “Confirm
Company Details” with the question, “Please confirm new company details”. If the company
details are correct select Yes (Figure 15).

Figure 15, Confirm Company Details, New Company

10. After selecting Yes, the following screen alert is dispalyed (Figure 16).

Figure 16, Alert Message: Added as Inputter to a New Company

3.3 Updating Profile

To update your profile in the ServiceNow system, click the username located in the top right-hand
corner of the screen, and select the Profile link (Figure 17). The subsequent screen is self-explanatory.
It permits changes to name, business phone, mobile phone, position title, email address, preferred date
format, and preferred time zone.

3.4 Logging Out

To log out of the ServiceNow system (i.e., end the session and log out), click the username located in the
top right-hand corner of the screen, and select the Log Out link (Figure 17).

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 Figure 17, Logging Out

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4. Reporting an Outage
Once the user has registered as an Inputter (existing or new company), the user will have the ability to
file an outage, update their outages that were filed, and review or withdraw the report.

4.1 Report Notification

To submit a notification report:
1. Click on NORS Records/Actions (Figure 18).
2. Click on Report Notification (Figure 18, red arrow). The NORS Outage Report form is available to
record outage information.

Figure 18, Report Notification

3. The blank NORS Outage notification screen shows fields to be filled in (Figure 19). If you are a
member of only one company, the “Company” field will default to that company’s name.

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 Figure 19, NORS Outage Report Page Tabs

4. Populate the fields in each expandable section (Figure 19 above, mandatory fields with red
asterisks). Note: This is an example for the first expandable section, Incident Information.

5. After populating the mandatory fields, click on Submit Notification located in the lower left
hand corner of the screen (Figure 19) and also directly above the upper right hand corner of the
screen (not shown in Figure 19).

6. Once Submit Notification is selected, NORS displays a confirmation page, “Confirm Submission
of Notification Report”. Click on Yes to confirm submission (Figure 20).

Figure 20, Submission of Notification Report Confirmation

7. When the submission of the notification report is confirmed, NORS generates a report number
that is displayed in the header of the outage report as well as in the “Outage Number” field on
the report (Figure 21).

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 Figure 21, NORS Outage Report Number

8. NORS Coordinators receive confirmation e-mails from “IT Service Desk” verifying the
submission of notification reports. Coordinators should ensure e-mail can be accepted from
<[email protected]> and should check their spam folder if these messages are
not being received.

4.2 Submit Initial Report

To submit an Initial Report:
1. Click on NORS Records/Actions (Figure 22).
2. Click on NORS Outages (Figure 22, red arrow). The notification List View is available.

Figure 22, NORS Outages

3. Find the Notification from the list view in the “Notification” status that you want to update
(Figure 23, red rectangle).

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 4. Select the icon on the list view to open the NORS Outage Report form (Figure 21, red arrow).

Figure 23, Notification List View

5. Once the NORS Outage Report form is displayed, fill in the required information (expanding tabs
as necessary) and click on Submit Initial Report (Figure 24).

Figure 24, Submit Initial Report

4.3 Update Report (Initial, Final, or Withdrawn)

To update a report:
1. Follow Steps 1-2, Section 4.2, Submit Initial Report.
2. Find the file that you wish to update, finalize, or withdraw.
3. Select the icon on the list view to open the NORS Outage Report form.

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 4. Once the NORS Outage Report form is displayed, update the report, as needed.
3. After updates are made to a draft report, as shown in Figure 24 above, it can be submitted as an
Initial Report or a Final Report or Withdrawn by clicking on the respective buttons.
4. If Submit Initial Report was selected, NORS displays a confirmation page, “Confirm Submission
of Initial Report”. Click on Yes to confirm submission (Figure 25).

Figure 25, Submission of Initial Report Confirmation

5. If Submit Final Report was selected, NORS displays a confirmation page, “Confirm Submission of
Final Report”. Click on Yes to confirm submission (Figure 26).

Figure 26, Submission of Final Report Confirmation

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 6. If Withdraw Report was selected, NORS displays the “Withdraw Report” dialogue box (Figure
27).

Figure 27, Withdraw Report Screen

7. Enter the reason for withdrawal and select Withdraw (Figure 27).
8. Once the request to withdraw a report is submitted, the user is asked to confirm the withdrawal
of report; click on Yes in response to “Are you sure you want to withdraw this report?”
9. To verify the updated or current report type (i.e., the change from “Notification” to “Initial” or
“Final” or “Withdrawn”) click on NORS Outage History (Figure 28).

Figure 28, NORS Outage History

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 10. Once NORS Outage History is selected, the history for a record is listed (Figure 29).

Figure 29, Outage History List

11. NORS Coordinators receive confirmation e-mails from “IT Service Desk” verifying the
submission an initial, final, or withdrawn reports. Users should ensure e-mail can be accepted
from <[email protected]> and should check their spam folder if these messages
are not being received.

4.4 Reopen an Outage Report

1. To reopen a Final Report, click the Reopen Report (Figure 30).

Figure 30, Reopen Report

2. Once Reopen Report is selected, NORS displays “Request to Reopen Report” dialogue box opens
(Figure 31).

Figure 31, Request to Reopen Report

3. Enter the company security code and the reason to reopen (Figure 31, starred, mandatory
fields) and select Ok.

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 4. Once the request to reopen a report is submitted, NORS displays “Request Submitted” dialogue

box; click on OK (Figure 31).

Figure 32, Request to Reopen Notification

Notes:
(1) After a final outage report has been submitted, or a report has been withdrawn; users must
reopen the report to make any changes.

(2) After the request is received and approved, NORS Admin will send an email notification with the
approval. The header of the notification report will state, “A request to reopen this report is in
progress”.2

5. Files of Groups of NORS Reports

5.1 Create a File of NORS Reports
All reporting and queries of NORS Outages can be performed from the NORS Outages and the NORS
Outage History.

2
This feature has not yet been implemented in NORS 3.

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 1. Click NORS Outages or NORS Outage History (Figure 33).

Figure 33, NORS Outage Reports

2. Filter search results according to options (Figure 34).

3. Enter the search criteria of interest. To include additional criteria in the filter, press “AND” or
“OR” to your filter query. Click “Run” after you have built the query. (Figure 34, red arrows).

Figure 34, NORS Outage Report Criteria

The user can now view a list of outage reports that meet the search criteria.

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 4. Right click the label at the top of any column, or the icon to the left of the label; select

Export, and select the desired format (Excel, CSV, PDF) for the exported file (Figure 35).

Figure 35, NORS Outage Report Formats

5.2 Obtain List of Overdue Outage Reports

1. Click the Overdue Initial Reports, Overdue Final Reports, or Final Reports Due in 5 Days module
in the application navigator (Figure 35).

Figure 36, NORS Reports

The requested list of reports will be displayed.

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