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Service Requests

Outage or Emergency service requests

If you realize a production database is experiencing an unscheduled outage   – or --

a change is required to prevent a production outage, both of the following steps should be performed:

  1. Submit a ticket via email detailing the problem (tickets-itidba@purdue.edu). Include in this ticket the following information:
    • RDBMS: Oracle/SQL Server/MySQL
    • Database name:
    • Server: [If known]
    • Environment: PROD
    • Urgency: High
    • Impact: Major/Minor
    • Backup required: Yes/No
    • Script: Included/Attached
    • Additional Information: [Refresh/update permissions/etc]
    • Note:  Your Footprints ticket should be used to provide the on-call DBA with detailed, technical information necessary to address the issue.  This information is not often available from the CSC representative.
  2. Call the Purdue IT Service Desk to report the outage and escalate the ticket request.  Inform the Service Desk of your ticket number so the on-call DBA can be made aware of it. You will also contact the Service Desk to learn the status of the outage.  The on-call DBA will then be contacted by a representative to confirm awareness of the ticket and escalate it accordingly.

Standard service requests

To request standard support and maintenance activities (e.g. data migration, database object migration, development environment restoration, etc.) submit a Footprints ticket via email detailing the request to tickets-itidba@purdue.edu. Include in this ticket the following information:

RDBMS: Oracle/SQL Server/MySQL

Database name:

Server: [If known]

Environment: DEV/QA/PROD [If PROD – has been tested in DEV and/or QA?]

Urgency: High/Medium/Low

Impact: Major/Minor

Backup required: Yes/No

When to run: ASAP/Today/Before Next Workday/Scheduled time

Job name: [Used if running after hours or a specific time is requested.  Job will be updated with script and scheduled by DBA]

Script: Included/Attached

Additional Information: [Refresh/update permissions/etc]

 

If any of this information is not supplied it may delay the processing of your request.

Mailing Lists

Please subscribe to the appropriate mailing list to be kept up to date on issues affecting your ITIS-supported database.  These lists are used to notify you on downtime (both scheduled and unscheduled), patching, and upgrades.

Oracle database mailing list: HTTPS://lists.purdue.edu/mailman/listinfo/iti-oracle-contacts

MS SQL Server database mailing list: HTTPS://lists.purdue.edu/mailman/listinfo/iti-mssql-contacts

MySQL database mailing list: HTTPS://lists.purdue.edu/mailman/listinfo/admindb-mysql