On no certain terms should anyone from Service Desk pass a ticket to the DBA team. If a ticket does need to go to the DBA team then it is App Support / Infra / higher level support team who will be required to handover the ticket with the relevant notes as to why the ticket is for the DBA. They should also contact DBA if out of hours support is required.
Another change to our current process is, do not assign tickets to any particular person (except for infra see below), place the ticket in the appropriate queue and let whoever is working in the team pick it up themselves. The only exception is if the ticket is a P1, you MUST still add a note to the MI Channel, send the communications out to the wider audience and confirm with whoever is in the rota (always check the rota) that they have acknowledged the ticket.
Infrastructure
- Any tickets coming in for infra should be assigned to Phil Korniliou except for furlough Friday which should then be assigned to Michael Vella
- If Phil Korniliou is off for whatever reason , tickets go to Brett Gilbert
- No tickets should be assigned to individual members of the Infrastructure team unless Phil requests it