Rajeev,
We have software already in place for ticketing, but it is severely lacking in
functionality. I doubt that we will get additional software for this, but I
will bring it up nonetheless. I have taken your other suggestions into account
as they are all great ideas.
Thank you!
Jeremy
From: RajeevGM [mailto:rprabha01@xxxxxxxxx]
Sent: Friday, April 08, 2016 11:01 PM
To: Sheehan, Jeremy
Cc: Oracle-L (oracle-l@xxxxxxxxxxxxx)
Subject: Re: DBA Service desk
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Jeremy,
If not already in place and if this option were
to be feasible at your end, I would suggest
having some semblance of end-user /client application interface / front end
simulation component be part of the infrastructure/tools available to this
service desk so as to help in :
Problem diagnosis/scope/isolation/tkt routing.
A service desk could also assist in :
a) Setting severity of the request (after an initial discussion with the user
or whoever has opened
the ticket) and for any possible escalation.
b) Providing status updates to the end user about
the progress on their database specific issue.
c) Validating that all necessary pre-requisite standards information (for known
issues) is
provided for quick troubleshooting.
Rajeev
On Apr 8, 2016, at 4:24 PM, Sheehan, Jeremy
<JEREMY.SHEEHAN@xxxxxxxxxxxxxxxxx<mailto:JEREMY.SHEEHAN@xxxxxxxxxxxxxxxxx>>
wrote:
Yes, you read that correctly. My management is toying around with the idea of
creating a DBA Service desk for Oracle related tasks.
Let me give some background. I work for a fairly large company and we have
about 20 Oracle DBA’s (fulltime and contractors). It was brought up in a
meeting to create a Service Desk of sorts to handle the “non-value add” work
that we all love to do (this would be a rotating job like being oncall).
Some things I thought that could be handled by this would be the following.
· Data repairs
· DDL Changes
· Assisting the helpdesk with accounts/password resets
· Ticket routing (making sure tickets get pushed to the correct DBA).
· Connection issues
· Handling of job failures
Do you all have any other suggestions of things that we can add to this list?
Any suggestions would be great.
Thanks in advance!
Jeremy
