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rfc:rfc1297

Network Working Group D. Johnson Request for Comments: 1297 Merit Network, Inc.

                                                          January 1992
           NOC Internal Integrated Trouble Ticket System
                 Functional Specification Wishlist
                      ("NOC TT REQUIREMENTS")

Status of the Memo

 This memo provides information for the Internet community.  It does
 not specify an Internet standard.  Distribution of this memo is
 unlimited.

Abstract

 Professional quality handling of network problems requires some kind
 of problem tracking system, herein referred to as a "trouble ticket"
 system.  A basic trouble ticket system acts like a hospital chart,
 coordinating the work of multiple people who may need to work on the
 problem.
 Once the basic trouble ticket system is in place, however, there are
 many extensions that can aid Network Operations efficiency.
 Information in the tickets can be used to produce statistical
 reports.  Operator efficiency and accuracy may be increased by
 automating trouble ticket entry with information from the network
 Alert system.  The Alert system may be used to monitor trouble ticket
 progress.  Trouble tickets may be also used to communicate network
 health information between NOCs, to telcom vendors, and to other
 internal sales and engineering audiences.
 This document explores competing uses, architectures, and desirable
 features of integrated internal trouble ticket systems for Network
 and other Operations Centers.

Introduction

 This RFC describes general functions of a Trouble Ticket system that
 could be designed for Network Operations Centers.  The document is
 being distributed to members of the Internet community in order to
 stimulate discussions of new production-oriented operator-level
 application tools for network operations.  Hopefully, this will
 result both in more ideas for improving NOC performance, and in more
 available tools that incorporate those ideas.

Johnson [Page 1] RFC 1297 NOC TT REQUIREMENTS January 1992

PURPOSES OF A NOC TROUBLE TICKET SYSTEM

 A good Network Operations Trouble Ticket System should serve many
 purposes:
    1) SHORT-TERM MEMORY AND COMMUNICATION ("Hospital Chart").  The
    primary purpose of the trouble ticket system is to act as short-
    term memory about specific problems for the NOC as a whole.  In a
    multi-operator or multi-shift NOC, calls and problem updates come
    in without regard to who worked last on a particular problem.
    Problems extend over shifts, and problems may be addressed by
    several different operators on the same shift.  The trouble ticket
    (like a hospital chart) provides a complete history of the
    problem, so that any operator can come up to speed on a problem
    and take the next appropriate step without having to consult with
    other operators who are working on something else, or have gone
    home, or are on vacation.  In single-room NOCs, an operator may
    ask out loud if someone else knows about or is working on a
    problem, but the system should allow for more formal communication
    as well.
    2) SCHEDULING and WORK ASSIGNMENT.  NOCs typically work with many
    simultaneous problems with different priorities.  An on-line
    trouble ticket system can provide real time (or even constantly
    displayed and updated) lists of open problems, sorted by priority.
    This would allow operators to sort their work at the beginning of
    a shift, and to pick their next task during the shift.  It also
    would allow supervisors and operators to keep track of the current
    NOC workload, and to call in and assign additional staff as
    appropriate.
    It may be useful to allow current priorities of tickets change
    according to time of day, or in response to timer alerts.
    3) REFERRALS AND DISPATCHING.  If the trouble ticket system is
    thoroughly enough integrated with a mail system, or if the system
    is used by Network Engineers as well as Network Operators, then
    some problems can be dispatched simply by placing the appropriate
    Engineer or Operator name in an "assigned to" field of the trouble
    ticket.
    4) ALARM CLOCK.  Typically, most of the time a trouble ticket is
    open, it is waiting for something to happen.  There should almost
    always be a timer associated with every wait.  If a ticket is
    referred to a phone company, there will be an escalation time
    before which the phone company is supposed to call back with an
    update on the problem.  For tickets referred to remote site
    personnel, there may be other more arbitrary timeouts such as

Johnson [Page 2] RFC 1297 NOC TT REQUIREMENTS January 1992

    "Monday morning".  Tickets referred to local engineers or
    programmers should also have timeouts ("Check in a couple of days
    if you don't hear back from me").  A good trouble ticket system
    will allow a timeout to be set for each ticket.  This alarm will
    generate an alert for that ticket at the appropriate time.
    Preferably, the system should allow text to be attached to that
    timer with a shorthand message about what the alert involves
    ("Remind Site: TT xxx") (The full story can always be found by
    checking the trouble ticket).  These alerts should feed into the
    NOC's standard alert system.
    The Alarm Clock can also assist (or enforce!) administrative
    escalation.  An escalation timer could automatically be set based
    on the type of network, severity of the problem, and the time the
    outage occurred.
    5) OVERSIGHT BY ENGINEERS AND CUSTOMER/SITE REPRESENTATIVES.  NOCs
    frequently operate more than one network, or at least have people
    (engineers, customer representatives, etc) who are responsible for
    subsets of the total network.  For these individual
    representatives, summaries of trouble tickets can be filtered by
    network or by node, and delivered electronically to the various
    engineers or site representatives.  Each of these reports includes
    a summary of the previous day's trouble tickets for those sites, a
    listing of older trouble tickets still open, and a section listing
    recurrent problems.  These reports allow the site reps to keep
    aware the current outages and trends for their particular sites.
    The trouble ticket system also allows network access to the the
    details of individual trouble tickets, so those receiving the
    general reports can get more detail on any of their problems by
    referencing the trouble ticket number.
    6) STATISTICAL ANALYSIS.  The fixed-form fields of trouble tickets
    allow categorizations of tickets, which are useful for analyzing
    equipment and NOC performance.  These include, Mean Time Between
    Failure and Mean Time to Repair reports for specific equipment.
    The fields may also be of use for generating statistical quality
    control reports, which allow deteriorating equipment to be
    detected and serviced before it fails completely.  Ticket
    breakdowns by network a NOC costs to be apportioned appropriately,
    and help in developing staffing and funding models.  A good
    trouble ticket system should make this statistical information in
    a format suitable for spreadsheets and graphics programs.
    7) FILTERING CURRENT ALERTS.  It would be possible to use network
    status information from the trouble ticket system to filter the
    alerts that are displayed on the alert system.  For instance, if
    node XXX is known to be down because the trouble ticket is

Johnson [Page 3] RFC 1297 NOC TT REQUIREMENTS January 1992

    currently open on it, the alert display for that node could
    automatically be acknowledged.  Trouble tickets could potentially
    contain much further information useful for expert system analysis
    of current network alert information.
    8) ACCOUNTABILITY ("CYA"), FACILITATING CUSTOMER FOLLOW-THROUGH,
    AND NOC IMAGE).  Keeping user-complaint tickets facilities the
    kind of follow through with end-users that generates happy clients
    (and good NOC image) for normal trouble-fixing situations.  But
    also, by their nature, NOCs deal with crises; they occasionally
    find themselves with major outages, and angry users or
    administrators.  The trouble ticket system documents the NOC's
    (and the rest of the organization's) efforts to solve problems in
    case of complaints.

FIXED FIELDS, FREE-FORM FIELDS, and TT CONFIGURATION

 Information in trouble tickets can be placed in either fixed or
 freeform fields.  Fixed fields have the advantage that they can be
 used more easily for searches.  A series of fixed fields also acts as
 a template, either encouraging or requiring the operators to fill in
 certain standard data.  Fixed fields can facilitate data verification
 (e.g., making sure an entered name is in an attached contacts
 database, or verifying that a phone number consists of ten numeric
 characters).  Fixed fields are also appropriate for data that is
 automatically entered by the system, such as the operator's login id,
 the name of the node that was clicked on if the trouble ticket is
 opened via an alert tool, or names and phone numbers that are
 automatically entered into the ticket based on other entries (e.g.,
 filling in a contact name and phone based on a machine name).
 Unfortunately, fixed fields work best where the problem-debugging
 environment is uniform, well-understood, and stable; that is, trouble
 tickets work best when their fields are well tailored to the specific
 problem at hand.  It is easy to set up a large number of fields (or
 even required fields) that are irrelevant to a given problem; this
 slows down and confuses the operators.  Adding structure and validity
 checking to a field tends to make the data more consistent and
 reliable, but it also tends to force the operators into longer
 procedures like menus to get the get the data accepted by the system.
 It also forces there to be more maintenance on those verification
 systems (adding new entries as they become new legal options), and in
 some ways it reduces the accuracy of the system by forcing operators
 to choose "canned" or authorized responses that may not always
 represent the situation accurately.  Where statistical operational
 reports are a primary purpose of the trouble ticket system, several
 fixed fields may be appropriate.  If the primary intent of the system
 is to keep notes for individual problems and to facilitate

Johnson [Page 4] RFC 1297 NOC TT REQUIREMENTS January 1992

 communication between operators, then fixed fields may tend to be a
 hindrance.  One reasonable guideline would be that fixed fields are
 used ONLY where they are automatically filled in by the larger
 system, or where the information in that field is explicitly used in
 a report or standard search procedure.
 Because of this close relationship between the structure of the
 ticket and the problem to be solved, it is very very useful to be
 able to define different ticket types for different classes of
 problems.  This becomes even more true for those many NOCs whose
 staff are responsible for other types of operations: mainframe
 operations, workstation administration, help desk functions, or any
 of the other real-time response functions.  Network operations to
 justify the expense of an operations center.  This kind of operation
 makes economic sense, and is becoming more prevalent.  In these kinds
 of situations it is vital that the same tools that are used for
 network operations also be available for the other operations.  This
 means that the trouble ticket configurations need to be modifiable by
 local staff.  Commercial RDBMS forms builder and report generator
 packages and "fourth-generation languages" offer a good start at
 this, although it is sometimes difficult to integrate full trouble
 ticket functionality through these systems.

TROUBLE TICKET STRUCTURE

 1) HEADERS.  Inevitably, a trouble ticket begins with a number of
 fixed fields.  These generally include:
    Time and Date of problem start.
    Initials or signon of the operator opening the ticket.
    Severity of the problem  (possibly separating the "customer
    severity" and the "NOC priority", since these could be different).
    A one-line description of the problem for use in reports.
 There can be many other fixed fields for specific purposes.  There
 may also be different kinds of tickets for different problems, where
 the ticket format differs mainly in fixed fields.  These include:
    Who reported the problem?  (Name, organization, phone,
                                                    email address)
    Machine(s) involved.
    Network involved (for multi-network NOCs).
    User's machine address.
    Destination machine address.
    Next Action.
    Time and date for alarm on this ticket.
    Who should the ticket be dispatched to?
    Ticket "owner" (one person designated to be responsible overall).

Johnson [Page 5] RFC 1297 NOC TT REQUIREMENTS January 1992

 2) INCIDENT UPDATES.  The main body of trouble tickets is usually a
 series of freeform text fields.  Optimally, each of these fields is
 automatically marked with the time and date of the update, and with
 the signon of the operator making the update.  Since updates are
 frequently recorded sometime after the problem is fixed, however, it
 is useful to allow the operators to override the current time stamp
 with the time the update was actually made.  (In some
 implementations, both times will be kept internally).
 The first incident update usually is a description of the problem.
 Since the exact nature of the problem is usually not known when the
 ticket is first opened, this description may be complex and
 imprecise.  For problems that are reported by electronic mail, it is
 useful to be able to paste the original message in the ticket,
 particularly if it contains cryptic or extensive information (such as
 a user's traceroute output).  At least one such arbitrarily-long
 freeform field seems necessary to contain this kind of output,
 although it is better to allow arbitrarily long messages at any stage
 (e.g., so future complex messages can also be archived in the
 ticket).
 Subsequent update fields may be as simple as "Called site;  no
 answer".  Some systems allow these kinds of updates to be coded in
 fixed fields; most use freeform text.
 There should always be an indication of what the next action for this
 ticket ought to be.  Again, this may be implemented as a special
 fixed field, or by convention of using the last line of text.
 Advanced systems may also need a facility to allocate the amount of
 time a ticket is open between multiple sources.  A serious NOC will
 want to use its trouble ticket system to statistically track its
 performance on responding to problems. (e.g., Mean Time Between
 Failure and Mean Time To Repair reports).  Frequently, though,
 repairs are stopped at the customer's request.  ("It's not that
 important a machine and I don't feel like coming in--can you defer it
 until Monday Morning?").  In these cases the ticket needs to remain
 open, but there needs to be a notation that the ticket is now in
 "customer time" rather than "NOC time".  The durations of "customer
 time" need to be excluded from MTBF and MTTR reports.  Complicated
 repairs could move back and forth between "NOC time" "customer time"
 repeatedly.  This probably implies that each Incident Update may have
 a time and date of status change, and that these status changes can
 be read and aggregated by by reporting programs.
 3) RESOLUTION DATA.  Once a problem is resolved, it is useful to
 summarize the problem for future statistical analysis.  The following
 fields have been found to be useful:

Johnson [Page 6] RFC 1297 NOC TT REQUIREMENTS January 1992

  1. Time and Date of resulation (for outage duration).
  2. Durations (can be calculated from time of resolution and

incident report "customer/NOC time" stamps).

  1. Resolution (one line of description of what happened, for

reports).

  1. Key component affected (for MTBF and similar reports).
  2. Checked By – a field for supervisors to sign off on ticket

review.

  1. Escalated to – for reports on how many problems require

non-NOC help.

  1. Temp - a database field that can be used to store temporary

"check marks" while making statistical investigations.

USER, TROUBLE, and ENGINEERING Ticket System(s)

 The primary level of an Network Operations trouble ticket is the
 "problem" or "trouble": a single malfunctioning piece of hardware or
 software that breaks at some time, has various efforts to fix it, and
 eventually is fixed at some given time.
 The primary level of an Network Information Center ticket, however,
 might well be the "user complaint".  A single network failure might
 well produce a large number of individual user phone calls and hence
 "user complaint" tickets.  A NIC may want to use tickets to track
 each one of these calls, e.g., to make sure each user is informed and
 satisfied about the eventual resolution of the single hardware
 problem.
 In addition, NOCs (or Engineering Staffs) may want to track
 systematic problems.  The staff may know, for instance, that a
 particular router is old and fragile, or that a particular section of
 their network doesn't have enough redundancy.  It may be useful to
 open an "Engineering Ticket" on these known problems, providing a
 place to record history and notes about the problem, for use in
 further engineering or funding discussions.
 Even further "Meta" tickets could be described, having to do with
 such issues as whether the current trouble ticket fields, reports,
 and operation procedures were sufficient to handle current problems.
 It would be very convenient to be able to build all of these systems
 on the same platform, and to allow each type of ticket to easily
 reference other types.  Multiple "user complaint" tickets, then,
 might might explicitly point to a single "trouble" ticket.  Multiple
 trouble tickets representing independent failures would then point to
 a single "engineering" ticket, which described the systematic
 problem.  Multiple engineering tickets could point to a single "meta"
 ticket, if appropriate.

Johnson [Page 7] RFC 1297 NOC TT REQUIREMENTS January 1992

ASSISTED ENTRY AND DATA VERIFICATION

 Data (particularly in fixed fields) is only useful for searching if
 it is entered in consistent formats.  A trouble ticket system needs
 to help operators fill these fields with the correct format of
 information.  This can be done using assisted entry (menus of
 acceptable choices), verification routines which check against
 internal lists or external databases (see next section), or other
 computer checking.
 Some database systems allow a customized "help" screen to be
 associated with each field, helping new (and experienced) operators
 by making context-sensitive trouble ticket system documentation
 available at every field.
 Very complicated help or operator-guidance systems can be built out
 of Expert System technology.  This could be as simple as help
 screens, or help screens with database information inserted (e.g.,
 site contact names and phone numbers).  Or it could involve hints to
 the operator, based on current network conditions.  Or it might even
 ask the operator to run tests and to type in the results.  (See
 EXPERT SYSTEMS, below).

INTEGRATION

 To be maximally efficient and useful, a Trouble Ticket system needs
 to integrate well with most of the rest of the NOC tools.  These
 include:
    1) OPERATOR WINDOW ENVIRONMENT.  A NOC Operator needs access to
    many pieces of information simultaneously, and therefore is well
    served by a good windowing environment.  The Trouble Ticket system
    needs to run within this larger windowing system, so that the
    operator can debug, consult databases, use Email, field alerts,
    and keep an eye out for other emergencies while working on a
    trouble ticket.  It is also useful to be able to run two trouble
    ticket sessions simultaneously, for example, to allow an operator
    to search for related tickets while he is in the middle of
    updating another ticket.  Cut and Paste between these various
    screens is mandatory, to allow easy recording of technical details
    in the trouble tickets.
    2) ALERT MONITORING SYSTEM.  Trouble tickets are often opened in
    response to machine alerts; it ought to be easy to open a trouble
    ticket directly from the alert tool.  When a ticket is opened this
    way, information about the alert and the machine involved ought to
    be automatically filled into the ticket.  (There are various
    opinions about whether trouble tickets ought to be opened

Johnson [Page 8] RFC 1297 NOC TT REQUIREMENTS January 1992

    automatically without operator intervention.  This operator's
    opinion is that an operator acknowledgement should be required,
    but this point is debated enough that designers of a new system
    probably should support either option).
    The Alarm Clock feature of the trouble ticket system also
    generates alerts.  These alerts ought to feed gracefully into the
    Alert Monitor system, so that the operators will get all of their
    alerts from one place.
    3) DATABASE CONNECTIONS.  A good trouble ticketing system will
    query NOC databases to automatically fill out trouble ticket
    fields where possible.  This can be used for:
  1. Filling out Network Operator information (e.g., phone number)

based on the NetOp's signon id.

  1. Filling in contact information based on machine name.
  2. Filling in circuit numbers based on link description.
  3. Filling in alarm clock or escalation time fields based on the

machine or link name and on time of day.

  1. Filling in machine serial numbers based on configuration database.
    4) MACHINE QUERYABLE INFORMATION.  It could also be possible for a
    trouble ticket system to make standard queries of the network
    itself when a trouble ticket is opened: e.g., the system could
    request and store current machine configurations whenever a ticket
    was opened for that machine.  On some systems, hardware serial
    numbers are obtainable by software query directly to the machine.
    5) ELECTRONIC MAIL.  Problem notification often comes via
    electronic mail; it must be possible to easily open a ticket and
    include the original mail message within the ticket as part of the
    initial problem description.  When extremely technical messages
    come in from network engineers, it is useful to allow those
    messages to be included verbatim, rather than forcing less
    technical network operators to rephrase the messages or to force
    them into predefined formats.  Later update messages should also
    be easily includable.  Possibly: tickets could be opened
    automatically for mail messages to certain mailboxes.  A response
    system saying "Your request has been received and assigned ticket
    number ####" might be desirable.
    Information within trouble tickets must also be easily available
    (possibly just via the windowing system) for inclusion in Email
    messages to engineers and others.
    Scheduled (e.g., daily) reports must also be easily generated into
    the Email system.

Johnson [Page 9] RFC 1297 NOC TT REQUIREMENTS January 1992

    6) DISPATCHING AND NOTIFICATION SYSTEMS.  An important real-time
    aspect of Network Operations is notifying users, technical
    contacts, and administrators of various classes of problems.  The
    rules for who gets notified of what can be very arbitrary and
    complex, and can involve electronic mail, notices in computer
    conferences, automatic beeper pages, and synthesized voice
    announcements.  It would be good for a trouble ticket system to
    provide for automatic (or operator initiated) notification of the
    appropriate channels for the current ticket (based on network,
    machine, severity of problem, duration of the problem, escalation
    guidelines, etc).
    Databases associated with the trouble ticket system may also have
    lists of specific people to contact about outages for particular
    machines.  These "who to inform" lists can facilitate customized
    notification messages directly from the trouble ticket system.
    It may also be possible to dispatch experts directly from the
    trouble tickets system.  IBM's ECCO system allows allows customers
    to directly dispatch Service Engineers from machine interactions.
    Many NOCs also use computer hooked to modems to automatically page
    engineers.  This kind of dispatching should be available from
    within the trouble ticket system (along with an automatic note
    into the trouble ticket that the engineer has been dispatched).
    7) OTHER TROUBLE TICKET SYSTEMS.  When the NOC generates a trouble
    ticket, it often immediately calls up a telco or another Internet
    NOC, who proceed to open their own ticket.  The Internet
    Engineering Task Force User Connectivity Working Group is also
    proposing a national trouble ticket tracking system, which would
    need updating from individual NOC trouble ticket systems.  A
    state-of-the-art trouble ticket system could have provisions for
    transferring tickets and ticket information in and out of other
    such systems.
    8) NETWORK ACCESS.  Some older trouble ticket systems assumed that
    anyone with a need to access the information would obtain a signon
    and learn to use that system.  The range of people with a need for
    trouble ticket information is now too great to allow this
    assumption.  A good system now needs to be able to support network
    query for tickets and summary reports, as well as Email delivery
    of scheduled reports.
    9) SUBROUTINE INTERFACE.  To allow for ad-hoc and currently
    unanticipated needs, the trouble ticket system needs to support a
    full-function set of subroutine calls.  These subroutines will
    allow construction of further trouble ticket functionality not yet
    specified.

Johnson [Page 10] RFC 1297 NOC TT REQUIREMENTS January 1992

    10) EXPERT SYSTEMS.  Network debugging is a very promising area
    for expert system and artificial intelligence applications.  But
    such an algorithm should require access to the alert monitoring
    system, configuration and change control systems, to the network
    itself, and also to the information in the trouble ticket system.
    A good future system then needs to make this information available
    (probably via the subroutine interface mentioned above), and to
    also allow the Network Operators to invoke the artificially
    intelligent debugging from within a trouble ticket (including its
    output as part of the ticket dialogue).
    11) GRAPHICS/REPORT Capability.  Statistical and graphical
    displays about trouble ticket data need to be compatible with
    tools used to generate reports, news letters, etc.

OTHER CONSIDERATIONS:

    1) INTERACTIVE SPEED.  The system must be fast enough to be used
    interactively.  NetOps need to answer questions over the phone in
    real time; good answers cannot be given if every query takes a
    couple of minutes.  More importantly, the NetOps need the trouble
    ticket system in order to get information necessary to fix the
    network.  If looking for old or currently-open tickets takes more
    than a few seconds, it won't be done.  If updates take very long
    to make, then updates won't be recorded, or they will be recorded
    long after the event (with corresponding loss of accuracy).  (Our
    Operators have asked for a single-line "update this ticket with
    this message" utility that would let them avoid even retrieving
    the ticket for simple updates!)  Any time spent waiting reduces
    NetOp productivity and Network reliability.
    2) BACKUPS AND RELIABILITY.  The trouble ticket system is
    absolutely crucial to both immediate and long-term operation of
    the NOC.  Good systems could back up all data several times an
    hour to an auxiliary processor.  That processor should be
    accessible for immediate use in case of failure of the primary
    system.
    3) HISTORY AND ARCHIVING.  A trouble ticket system is a
    constantly-growing database system.  Old tickets need to be
    removed from the system at some interval (a year?  several years?)
    and archived.  These archives should also be restorable for long-
    term history processing.
    4) PRIVACY AND SECURITY.  The ability to enter, append, and modify
    tickets should be controlled by id and password.  Permissions
    should be specifiable on a per-field basis.  General read access
    to tickets (or portions of tickets) also needs to be restricted,

Johnson [Page 11] RFC 1297 NOC TT REQUIREMENTS January 1992

    or else NetOps will be reluctant to be full and candid in their
    reporting.

UTILITY

 There are quite a few ideas in this "Wishlist".  Ultimately, what an
 Operations Center needs is a totally integrated set of tools which
 completely model all of its activities, and which integrates cleanly
 with all backup, peer, and vendor NOCs.  It is hard to imagine that
 this whole system could come out of a shrinkwrapped box, even without
 the local configuration.  But most of these facilities do exist, now,
 in some system.  Hopefully, this document will foster an ongoing
 discussion of ways in which NOC operator-level tools are used in real
 operations, and will encourage systems implementors and vendors to
 bring some of this functionality to the aid of real operations.  It
 might even inspire current Operations Centers to add useful features
 to their current operations.

Security Considerations

 This paper does not pose specific new security issues.  The systems
 described herein would be host database applications, however, or
 even distributed host database applications.  All of the normal
 security considerations for that kind of system would apply.
 Multiple classes of user access need to be specified for classes of
 ticket data.  Possible security threats include disclosure of network
 information, disclosure of confidential material (e.g., circuit
 numbers or home phone numbers), and denial of service to the Network
 Operations Center leading to degradation of network service.

Author's Address

 Dale S. Johnson
 Merit NOC
 1075 Beal Avenue
 Ann Arbor, MI 48109-2112
 Phone:  (313) 936-2270
 Email:  dsj@merit.edu
 Discussion/comments may be sent to noc-tt-req@merit.edu.  The list
 is maintained by noc-tt-req-request@merit.edu.

Johnson [Page 12]

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