| production support details [message #286601] |
Sat, 08 December 2007 16:02  |
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hi all ,
i just wanted a brief idea about the production support -- job done / issue/tickets resolved when a client faces a problem .
i will be greatful if u can send me details regarding the tools used (especially related to oracle workin on unix platform),how the tickets are raised etc ...
u can send me a link - where in i can get the basic idea about the job done in production support -- in oracle workin on unix platform ..
thank u !!!
regards ,
akhil !!!!
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| Re: production support details [message #287213 is a reply to message #286601] |
Tue, 11 December 2007 07:47  |
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Mahesh Rajendran
Messages: 10708
Registered: March 2002
Location: oracleDocoVille
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Senior Member
Account Moderator |
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>> i just wanted a brief idea about the production support -- job done / issue/tickets resolved when a client faces a problem .
Depends on the $$$ you willing to spend and in some cases, your enterprise architecture.
If you are already using "help desk management" kind of software, you can just add a module/interface for database related things.
There are too many opensource tools that can do the same.
To name a few.
http://www.opensourcehelpdesklist.com/
http://freehelpdesk.org/
http://www.troubleticketexpress.com/
>>where in i can get the basic idea about the job done in production suppo
I suppose you are looking for an operational procedure. It can be anything. You can design your own process.
In my case, we have dedicated call center, where folks can just call or login to a webpage and create a ticket (asking some kind of help/information/bug/production outage/just yell at someone/whatever).
There are extensive groups created in the system, and the request would be automatically(sometimes manual) trickled down to a concerned person. Once the ticket is allocated to a person several flags would be activated.
For instance, I get typical email like this (after a manual allocation from someone in call center)
Request #24205 has a status of Acknowledged and is a Database issue has been transferred to Rajendran, Mahesh.
Requestor: lastname, firstname
Assigned to: Database_Services/ Rajendran, Mahesh
Customer: real customer name
Summary:
database
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How to find display first 10 records from employee table?
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I have to acknowledge the ticket and do something about it and alteast update the status. There are several timers/flags built in based on "severity of issue". Depending on that, I get paged/emailed/get kicked. If the status is not updated within the preset timer, the flags will notify all folks in my group.
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